ResLife and Student Help Point Manager

Job Summary

You will lead a number of professional teams as part of the Student Life management team which ensure that the students of RGU have the best living experience while staying in RGU accommodation or elsewhere in the city and receive accurate, current and relevant information and signposting to services during their time at RGU.

The ResLife team encompass a holistic approach to student welfare on campus, as well as within RGU’s accommodation, privately-owned Purpose-Built Student Accommodation (PBSA) and the Private Rented Sector (PRS). You will lead a team of staff and volunteers to oversee the recruitment, training and development of the ResLife team to support the student experience by providing welfare and pastoral support services, housing advice to new and returning students, creating communities in RGU Halls with opportunities to socialise and integrate and signposting to professional services as necessary. You will lead accommodation support to students in all housing sectors and support RGU Accommodation to maximise occupancy and promote RGU to prospective students and families during University marketing promotions.

You will support the development of social events and activities for students, deal with welfare concerns and anti-social behaviour within halls and as part of the Student Life management team assist with welfare and GBV issues as reported to the department. This requires effective use of skills and compassion in the dealing with young adults and students who are new to the UK and offering support during their transition from home to University life.

You will also manage the Student Help Point which acts as a ‘one stop shop’ for students and staff by providing accurate, current and relevant information regarding our services whilst providing the highest level of customer service via in person or through internal written communication systems such as e-mail and AskRGU. The Help Point also focusses heavily on supporting our new international student arrivals as they integrate into life as a Scottish University and navigate life in the UK.

In keeping with RGU’s commitment to work/life balance you will have the opportunity to work from home for a portion of the working week and also benefit from a generous pension scheme, 46 days annual leave (including statutory days), an onsite nursery and sports centre, as well as a range of voluntary health and travel benefits.

Relocation assistance is available to help with your transition to the area, subject to conditions. For more information, visit Relocation Policy

Salary on first appointment is normally to the bottom of the scale, although in exceptional circumstances an appointment further up the scale may be considered.

To apply please submit your CV along with a cover letter detailing your suitability for the role against the requirements in the person specification.

Job Description

RESPONSIBLE TO: Director of Student Life;

RESPONSIBLE FOR: ResLife Team and Student Help Point Team

PURPOSE OF POST: To lead the development and operational management of the ResLife programme and Student Help Point ensuring that a student focussed service is provided for all students. To promote a sense of community within all University accommodation through social and educational programmes and individual services, to ensure that all students have the opportunity to succeed and fully participate in their studies, fully participate in extracurricular activities, and develop resilience, and receive full welfare support with their physical and mental health.

PRINCIPAL DUTIES:

1. Assume responsibility for the day to day management of the university’s ResLife and Student Help Point services ensuring they operate within legal and best practice guidelines.

2. Provide effective and visible line management for all members of the team. This includes being responsible for the continuous professional development of the team to ensure delivery against strategy and look to develop strategies to continuously improve service provision.

3. To advise the Director of Student Life and others in the University, on the areas of student welfare within accommodation settings & the delivery of Help Point services including legislative and best practice guidelines. This might include writing reports and briefing papers.

4. Manage the relationship of the services to the Student Life Department, Academic Schools & Student Union supporting colleagues in dealing with student issues and providing advice, training and awareness raising as appropriate.

5. Contribute to the management of critical student incidents working closely with colleagues in Student Life & elsewhere within the University. This might include being the key point of contact for external agencies and/or parents & might involve out of hours work.

6. Responsible for the service’s budget, maintaining an appropriate audit trail in line with university financial procedures.

7. Build effective working relationships with other managers across the University, especially Estates & Property Services and the Student Union and represent the University’s interests in relevant internal and external forums.

8. Deliver welfare support to students, mediate disputes and respond to any disruptive conduct following agreed procedures and protocols.

9. Work with University and Students’ Union, colleagues, and volunteers to support induction arrangements with particular emphasis on helping students to integrate into the University community.

10. Develop and maintain a good knowledge of University and local services and keep up to date with current developments in student welfare and wellbeing promotion, through active involvement in relevant professional activities.

11. Be aware of current sector related trends and issues by networking with relevant Associations such as Scottish Association of Landlords (SAL), College and University Business Officers (CUBO) and the Association for Student Residential Accommodation (ASRA) and sector colleagues and contribute as appropriate.

12. To deputise for the Director of Student Life when appropriate.

Person Specification

ESSENTIAL REQUIREMENTS

Qualifications and Professional Memberships

• Educated to undergraduate degree level

Knowledge and skills

• Knowledge of what makes a good customer service experience and how to implement delivery.

• Excellent IT skills including the use of Microsoft Office packages (including Word, Excel and Outlook) and other administration systems.

• Friendly, outgoing personality, capable of communicating in a customer service environment.

• Ability to deal with issues of confidentiality and sensitive situations.

Experience

• Experience of working with people from diverse backgrounds in a busy environment.

• Paid or voluntary experience within a support or similar environment.

DESIRABLE REQUIREMENTS

Qualifications and Professional Memberships

• Related educational or professional qualification

Knowledge and skills

• The ability to empathise with a variety of welfare issues and understand the impact these issues have on university students

• Ability to communicate effectively with students one-to-one and in groups

• Knowledge of issues related to life in student accommodation across all residential sectors.

• Knowledge of the Higher Education Systems and Environment

Experience

• Experience of managing and developing a team

• Experience of working with Volunteers.

• Experience of living or working within a student or communal residential environment.

• Experience of promoting events and activities though web and social media formats.

Behaviours

Behaviour 1: Pastoral Care and Welfare – Experience of calming and reassuring those with work/study related problems who may be experiencing distress, dealing with difficult welfare situations or confidential matters and providing support for those in considerable distress or requiring long-term complex support

Behaviour 2: Team Development – Experience of providing advice or guidance to new starts, delivering training or instruction to others on specific tasks or activities and identifying the training and development needs of the team and carrying out performance appraisals

Behaviour 3: Communication – Ability to receive, understand and convey information requiring careful explanation and information of a complex or conceptual nature, in a clear and accurate manner

Behaviour 4: Service Delivery – Experience of exploring and adapting a service to meet customers’ expectations and also identifying ways of improving standards