POSITION OVERVIEW:

To manage the student accommodation application and query process efficiently, ensuring adherence to relevant policies and procedures, including overseeing a centralised query handling mechanism and leading dispute resolution processes

RESPONSIBILITIES:

Policy, Systems and Procedure Implementation.

Ensure all student accommodation query and dispute processes comply with institutional policies and standards.
Maintain and improve systems and procedures that support an effective, centralised query handling mechanism.
Promote consistent policy application across all team activities.

Core Strategic/Operations Objectives Implementation

Oversee and manage all student accommodation application queries, ensuring accurate and timely responses aligned with institutional policies.
Implement and manage a centralised query tracking and resolution system to ensure consistent service delivery.
Lead the dispute resolution process related to student accommodation applications and allocations.
Ensure strict adherence to relevant accommodation policies, guidelines, and regulatory requirements.
Manage, coach, and develop a team responsible for handling student accommodation queries and related services.
Collaborate with internal stakeholders, such as residence offices and student services, to ensure smooth query flow and resolution
Provide regular performance and compliance reports to the Senior Manager.
Identify opportunities to improve processes, systems, and customer experience within student accommodation support

People Management & Ethical Leadership

Lead the direct reports by setting clear goals, providing coaching, performance feedback, and development opportunities.
Promote ethical behaviour, integrity, and a culture of compliance across the team.
Manage workloads to balance operational demands with employee well-being and growth.

Project Management & Leadership

Manage projects aimed at improving the student accommodation query process and systems.
Lead initiatives to enhance dispute resolution frameworks and student support mechanisms.
Monitor project progress and ensure delivery within agreed timelines and quality standards.

Budget Optimisation

Support financial planning for the query and support team, ensuring efficient use of resources.
Monitor operational expenditure related to student accommodation support activities.
Identify cost-saving or efficiency opportunities that do not compromise service quality

Compliance Monitoring and Evaluation

Monitor adherence to policies, regulations, and service standards within student accommodation support activities.
Conduct regular audits and evaluations of query handling and dispute resolution effectiveness.
Implement improvements based on findings to reduce risks and enhance service compliance

Reporting and Accountability

Prepare and present regular and ad hoc reports to the Senior Manager on student accommodation query volumes, resolution rates, dispute outcomes, and team performance
Ensure accountability for meeting key service delivery and compliance targets.
Drive continuous improvement based on data insights and stakeholder feedback

DESIRED SKILLS AND EXPERIENCE

Minimum requirements:

NQF Level 7 qualification in Social Sciences, Business Administration, Property, or related field
Driver's License
5 years' experience in managing student services, customer support, or accommodation functions, preferably in a higher education environment.
3 years supervisory experience
Strong working knowledge of policy adherence and dispute resolution processes

Preferred

NQF Level 8 qualification in Social Sciences, Business Administration, Property, or related field
Driver's License
Over 8 years' experience in managing student services, customer support, or accommodation functions, preferably in a higher education environment.
5 years supervisory experience
Strong working knowledge of policy adherence and dispute resolution processes

Skills and Competencies

Student Support Accommodation Manager

Key skills