Service Centre

**Job Purpose**:
Under the general supervision of the Assistant Director, Facilities & Operations, the incumbent is responsible for the development and delivery of the student housing ‘Customer Experience’ that includes the operation of five (5) service centres along with the Blackburn Student Housing office. The incumbent will oversee and administer the residence access and key management system for over 2,100 students in Peterborough and Durham.

This position leads the development of continuous improvement efforts anticipate customer needs and enhance service delivery. As the first point of contact for escalated matters, the incumbent will work in collaboration with colleagues and campus partners to resolve a broad range of complex matters.

**Key Activities**:
**Service Centre Operations, Staff Supervision & Support**
- Responsible for providing leadership to the provision of front desk services across five (5) satellite service centres along with the Blackburn Student housing office. Ensures the efficient set up and operation of the service desks including the seamless transfer to conference season maintaining outstanding service delivery.
- Work closely with caretaking, facility services, campus security and occupancy management to ensure an exceptional arrival and departure experience and follow established work instructions for check-in and check-out.
- Work with the Student Housing Operations & Services team to ensure residence accessibility and accommodation needs are met.
- As it relates to the customer experience, coordinate the support of recruitment, promotions, marketing, communications and business development activities and events amongst the staff teams.
- Collaborate with colleagues and campus partners to develop related work instructions, procedures, protocols, staff training and information dissemination to support the delivery of the services and safeguarding assets.
- Lead the damage accountability processes working campus partners and Leased Property Managers.

**Staff Supervision & Support**
- Recruit, hire, train, and supervise four (4) senior student leaders and supervise approximately 50 student staff.
- Develop team performance through regular supervision, coaching, feedback, recognition, and progressive discipline where appropriate.
- Conduct regular performance evaluations of staff that ensures opportunities for student input and feedback for staff development.
- Lead the development and implementation of training and in-service training for student staff, through the employment term.Lead the development of procedures, practices, staff training and information dissemination to support the delivery of the services and safeguarding assets.
- Schedule appropriate student staff during established hours of operations.
- Meet with senior staff to coordinate the execution of tasks and delegation of administrative responsibilities.

**Customer Experience & Engagement**
- Establish service level standards, customer service metrics, and communication resources to support first-contact resolution.
- Manage the Customer Relationship Management database, leveraging system functionality and reporting.
- Responsible for incoming customer channels and the provision of timely, accurate information and provides referrals to build strong customer relationships.
- Responsible for sending direct residence communications on behalf of colleagues working with the Recruitment & Business Development Coordinator to align messaging with Communications standards.
- Liaise with residents, student leaders and staff to recommend and implement process improvements to enhance the student and customer experience.
- Lead the development, design, delivery, evaluation, and continuous improvement of all services to support students/occupants living in residence, including but not limited to, the following:

- Act as a major user of the Student Housing Management System (StarRez) and the lead for the front-end student experience, housing portal, service requests, related administration, and records management.

**Access Control & Key Management Systems**
- Lead the housing key management system, procedures, records to ensure the safety of staff and students. Work involves documentation, work instruction, distribution, quality assurance, auditing and security of all keys including master, sub-master, and staff keys.
- Responsible to ensure access and security of the residence buildings, apartments, bedrooms, and mailbox keys. Acts as a consultant to housing staff and campus partners to carry out their responsibilities related to access and security.
- Serve as the departmental administrator for of the Axiom Swipe Key system for Housing Services including but not limited to input and creation of new swipe keys, programming of swipe keys for new students, and programming of lost swipe keys.
- Serve as the administrator on the key tracer electronic key boxes, including but not limited to set up and maintenance of ha