Job Description

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Position Details
Faculty/Directorate
Estates, Facilities and Capital Development saved

School/Department Facilities
Team Residential & Conference Services
Job Title Residential Reception Manager
Grade 5

Hours of Work 35

Contract Duration (Perm/Fixed Term) Permanent

Reports To (Job Title) Assistant Residence Manager – ResLife and Customer Service

Responsible For (Job Title) Customer Service Advisors

Principal Accountabilities

The post holder will work across the University owned residential accommodation to ensure consistent delivery
of reception services delivering high quality, timely, customer focussed services, reporting directly to the
Assistant Residence Manager – ResLife and Customer Service.

The postholder will be people focused and co-ordinate and support the delivery of high standards of service
to ensure the smooth running of the customer journey, with the ability to drive service improvements, enhance
customer satisfaction and embed a service excellence culture within the front office team.

The postholder will assist with the rollout of the EFCD customer service excellence model.

The postholder will embrace and then embed within the service, innovate ways to improve customer service,
to ensure customers receive an excellent customer experience, whenever they interact with the service.

The post holder will be responsible for ensuring adherence to operational processes and procedures to ensure
services are delivered as effectively as possible and activities are carried out in accordance with relevant
legislation whilst delivering value for money for the University.

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Working collaboratively with Service Managers to meet challenging targets and deliver excellent customer
focussed outcomes. The postholder will build strong working relationships internally and externally, always
projecting a positive and professional image of the Service and the University.

Key Tasks

Service Management & Development

Ensure the smooth running of the front office services, where all aspects of the customer journey and
experience are delivered to the highest level.

Empower front office staff to deliver services in accordance with procedures and processes whilst engaging
with customers consistently and effectively with both face to face and email communications.

Actively encourage a culture of high performance and customer service excellence and acting as a role model
to other colleagues, where necessary highlighting excellent service and challenging poor service.

Working proactively to maximise customer satisfaction, delivering a positive and responsive approach to
enquiries and problem resolution.

Guide and support customer service staff to provide clear direction to deliver efficient and effective services,
ensuring a flexible and responsive approach is maintained at all times.

Manage the check in and check out processes, including preparation of inventories, programming of key
cards to ensure a smooth move in and move out experience.

Be responsible for maintaining the key and door access management processes.

Day to day management of IT systems which support front office functions, for example residential booking
system, key card programming software, parcel collection software, maintenance logging system.

Work with the Residential Student Engagement Manager to support the front office team in promoting
student events and capture customer feedback.

Take decisions that are appropriate within the role for the day-to-day delivery of customer service, ensuring
that all activities flow without undue delay.

Provide clear and accurate guidance and support - escalating decisions to line managers when appropriate.

Assist in the monitoring and collation of customer feedback and use this feedback to adapt customer service
delivery where required.

Financial

Ensure that value for money is achieved by identifying areas to reduce operating costs and improve
productivity. Responsibility for the purchase of stationery, front office supplies and front office staff rota.

You have a responsibility to engage with the University’s commitment to delivering value for money services
that optimise the use of resources and therefore should consider this when undertaking all duties and aspects
of your role.

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Health & Safety

Contribute to ensuring the service remains compliant with its H&S responsibilities by the effective management
of staff. This includes contributing to risk assessments and highlighting any areas of concern, working with
managers to develop an action plan to address these.

Ensure that student wellbeing concerns are raised appropriately and support provided is compliant with the
UUK Accommodation Code of Practice, highlighting any areas of non compliance.

Planning & Reporting

Develop and implement strategies where key front office metrics are identified, communicated and delivered
where reports and tracking tools are effectively maintained.

Contribute to the preparation of monthly KPI reports.

Team Leadership & Development

Highlight to managers any customer service training and development needs of members of the service to
ensure they are adequately supported in relation to their work responsibilities. Deliver as requested regular
tool box talks and ensure that new service staff complete customer service training.

Undertake training and development activities which will benefit both post holder and the University.

Effectively manage the welfare and development of the front office team, fostering a culture of growth,
development and performance providing on-going coaching to maximise individual potential and develop an
effective flexible team embedding Professional Services values. Managing leave, sickness and training.

Contribute to annual staff appraisals and reviews for service staff from a customer service perspective.
Assisting with setting challenging objectives in line with the Service plan and highlighting any areas for
development.

Assist with implementing change within the front office team where required.

Contribute to the recruitment, selection and induction of staff that meet the quality standards required by the
University.

Promote and maintain the required standards of work performance and discipline being a champion for
customer excellence for the Service.

Complete mandatory training and participate in further training, staff meetings etc which will help keep
individuals informed and as such help to achieve the required standards across Facilities.

Special Features

The role requires you to be flexible in your approach on a day to day basis, in order to deal with all
operational requirements and support the team, as well as working across operational boundaries as
reasonably requested.

There is the requirement to work different or extended hours, on a shift pattern or evenings and weekends
with adequate notice in line with University policy.

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Miscellaneous
You have a legal duty, so far as is reasonably practicable, to ensure that you do not endanger yourself or
anyone else by your acts or omissions. In addition, you must cooperate with the University on health and
safety matters and must not interfere or misuse anything provided for health, safety and welfare purposes.
You are responsible for applying the University’s Equal Opportunities Policy in your own area of
responsibility and in your general conduct.
You have a responsibility to promote high levels of customer care within your own areas of work.
You are expected to co-operate with the PDR process, engaging in the setting of objectives in order to
assist in the monitoring of performance and the development of the individual.
Such other relevant duties commensurate with the grade of the post as may be assigned by the Manager in
agreement with you. Such agreement should not be unreasonably withheld.

You may be required to undertake a specific Health & Safety role, commensurate with your grade, to
support the University in meeting its statutory Health & Safety obligations. This could include acting as a
DSE Assessor, First Aider, Fire Marshall or Departmental Safety Co-ordinator. The allocation of such roles
will be subject to the provision of appropriate training and assessment of competence.
You may, with reasonable notice, be required to work at any of the Manchester Metropolitan University sites.
You have the responsibility to engage with the University’s commitment to Environmental Sustainability in
order to reduce its waste, energy consumption and carbon footprint.
You have the responsibility to engage with the University’s commitment to delivering value for money
services that optimise the use of resources and therefore should consider this when undertaking all duties
and aspects of your role.

Review

This is a description of the job at the time of issue. It is the University’s practice periodically to review and
update job descriptions to ensure that they accurately reflect the current nature of the job and requirements
of the University and to incorporate reasonable changes where required, in consultation with the jobholder.

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 Person Specification
In order to be shortlisted you must demonstrate that you meet all the essential criteria and as many of the
desirable criteria as possible. Where we have a large number of applications that meet all of the essential
criteria, we will then use the desirable criteria to produce the shortlist.

All disabled candidates who meet the minimum essential criteria will be included on the
shortlist.

Selection Criteria

Attributes Item Relevant Criteria Essential/

Desirable
1.1 Ability to work accurately under pressure, prioritise work and meet E
specific deadlines.

1.2 Ability to motivate staff to deliver consistently high quality, customer E

focussed services in an efficient and effective manner.

1.3 Ability to support team members and deliver training in order to E

meet their full potential, reacting quickly to change and supporting
the team in implementing new practices.
Skills &
1 1.4 Effective administration and organisational skills. E
Abilities

1.5 Ability to interact and communicate with a wide variety of people at

all levels and via various media. E

1.6 Ability to work on own initiative and also participate and contribute in E
a positive manner to all Residential and Conference activities.

1.7 Good understanding of IT packages. E

2.1 Good operational knowledge of delivering excellent customer E

service operations.
General &
2 Specialist 2.2 Good knowledge of all activities associated with Reception, E
Knowledge housekeeping and maintenance operations within a Residential
setting.

3.1 Level of education equivalent to NVQ Level 4 relating to E

accommodation, hospitality related discipline, administration or
Education & substantial equivalent experience that demonstrates a high order of
3 literacy, numeracy and analytical skills.
Training

3.2 IT qualification. D

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 4.1 Management experience in a customer-focussed environment. E

4.2 Experience of managing teams delivering service activities. E

Relevant
4
Experience 4.3 Experience of working in a Higher Education environment. D

4.4 Experience of implementing change to improve service delivery E

5.1 Evidence of a commitment to: E

• Equal Opportunities.
Special • Commitment to providing a high standard of customer service.
5
Requirements
5.2 Evidence of continuous professional development and the E
application of learning at work.
Date of Revision January 2022

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