Accommodation Operations Assistant (Night Shift)

The Post

The role holder will be responsible for managing a set of buildings, maintaining a safe and secure environment and providing a responsive customer focussed service. Working 3 days over 7, 12-hour shifts, across the team support is provided to students 24/7, 365 days a year, and receive a 10% night shift allowance. The role holder will require to be flexible and willing to work in other clusters when operational demands require it.

Working as part of a customer facing, operational team the role holder will be required to regularly interact with students and customers to provide information and support to resolve queries. The role holder will also be expected to provide an initial response in terms of pastoral care to those living in the property, resolving issues where possible or signposting students to the relevant student support service. This is a fast-paced and positively impactful role that contributes to creating a great student experience.

The role holder will report to and work closely with the Accommodation Operations Manager and will assist in day-to-day tasks including general administration, accommodation inspections, basic cleaning and maintenance duties, disciplinary and welfare issues.

Description of Duties

To ensure the security of the buildings, in accordance with University Procedures relating to access

To undertake regular internal and external patrols of cluster buildings

To deal promptly with any breaches of security including contacting the relevant emergency service as appropriate

To act as the initial point of contact for any customer enquiry, either by phone, in person or electronically

To respond, resolve or refer issues raised by customers in accordance with agreed University procedures and practices

To issue and receive keys and room access cards, maintaining records and logs in accordance with agreed procedures and practices

To respond to all incidents and ensure they are followed up by reporting and recording the detail in accordance with agreed procedures and practices

To work in accordance with customer service standards set by the division and from time to time contribute in the review and development of customer standards in response to customer feedback

To provide a check in and check out service to all customers on arrival and departure and prepare relevant reports (arrival information, departure reports, inventory information in relation to damaged items, missing items and any complaints)

To assist in the preparation of rooms within the buildings in advance of student and customer arrivals

To process financial transactions, issue receipts and prepare administrative paperwork in accordance with agreed procedures and practices

To attend and participate in training and development activities relevant to the role

To ensure that a full handover is provided to Accommodation Operation Assistants (and if appropriate to the Accommodation Operations Manager and/or Accommodation Operations Supervisor) at shift changeover times, highlighting outstanding actions and issues that have arisen during shift

To follow procedures as outlined and provided in the University’s Emergency Folder in the event of an emergency

To undertake the role of Fire Officer within the property. This includes responding to fire alarms within the cluster group, undertaking investigations in line with University procedures and providing accurate information to relevant parties. To ensure safe and timely evacuation of residents and to liaise with the fire service in regards to any students requiring immediate assistance (i.e. those with a walking disability or those within disabled refuges). When instructed to do so, to undertake a full reset of alarm systems and relevant other equipment (such as magnetic locking systems, but not limited to)

To take delivery and receipt of items of mail on behalf of residents

To assist the Accommodation Operations Manager and the Accommodation Operations Supervisor in undertaking property inspections and keeping appropriate records of inspections to ensure all properties are compliant with health and safety guidelines

To contribute to the development of risk assessments and to ensure that tasks are undertaken in accordance with agreed risk assessments, ensuring compliance with health and safety guidance at all times

To undertake portering / caretaking duties as required which can include manual handling, in accordance with guidance and risk assessments

To respond to repair and/or damage queries from customers or staff, assisting with minor repairs where appropriate. This includes keeping records of items that have been sent out for repair and chasing their return

To take complete ownership in resolving and responding to customer queries and feedback until such times as the customer is satisfied

To ensure waste is removed from properties as required

Please see attached Job Description for full duties of the role.

Essential Criteria

Qualifications

Educated to Standard Grade Level or able to demonstrate a comparable level of ability, e.g. through relevant experience

Full UK Driving Licence

Knowledge & Experience

Suitable, relevant experience of working as part of a team providing excellence in customer care within a front facing, operational role

Experience of making decisions and using judgement and initiative to solve problems

Evidence of strong interpersonal skills

Evidence of being self-motivated with a “can do” style and approach

Skills & Attributes

Computer literate – minimum of email and Microsoft packages such as word/excel

Evidence of excellent written and verbal communication skills

Desirable Criteria

Qualified First Aider

Mental Health First Aid

Experience of using an accommodation booking system

Experience of working with students

* Knowledge of the University

Additional Information

Full time

Open ended

The closing date for applications is midnight on Sunday 01 November 2026.

The University will pay a supplement per annum pro rata with effect from 01 November 2025, to align with the Real Living Wage (RLW) which equates to £25,178 p.a. This RLW supplement will be reviewed annually to take account of future increases and RLW rates.

There is an expectation that work will be undertaken in the UK.

This role will require a Level 1 Disclosure check. An offer of employment will be subject to a satisfactory outcome of this process.

This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK.

The University of Stirling recognises that a diverse workforce benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers and welcome applications from those who would contribute to further diversification of our staff and ensure that equality, diversity and inclusion is woven into the substance of the role. We strongly encourage applications from people from diverse backgrounds including gender, identity, race, age, class, and ethnicity.

The University

The University of Stirling is Scottish University of the Year 2027 and UK Sports University of the Year 2027 (Daily Mail University Guide).

The University of Stirling is committed to providing education with a purpose and carrying out research which has a positive impact on communities across the globe. Driven by our mission to be the difference, we are addressing real issues, providing solutions, and helping to shape society.

The University has more than 17,500 students globally and employs 1,500 staff, with more than 140 nationalities represented within our community. Our campus environment is ranked first in the UK and top 10 in the world, and our sports facilities rank first in the UK and second in the world (International Student Barometer 2024, wave two), reflecting our long-standing designation as Scotland’s University for Sporting Excellence.

We are proud holders of a Silver institutional award from the Athena Swan Charter, in recognition of our commitment to advancing gender equality. We have an overall five-star rating in the QS Stars University Ratings and, in recognition of our excellence in business education, we are accredited by AACSB International.

Eighty-seven per cent of our research has an outstanding or very considerable impact on society, with more than 80% rated either world leading or internationally excellent (Research Excellence Framework 2021), and we are ranked among the top 200 institutions in the world for our contribution to meeting the UN Sustainable Development Goals. We have twice been recognised with a Queen's Anniversary Prize; for our Institute for Social Marketing and Health (2014) and our Institute of Aquaculture (2019).

Alongside partners, the University spearheads the £214 million Stirling and Clackmannanshire City Region Deal – which will deliver major University-led projects, the National Aquaculture Technology and Innovation Hub and Scotland’s International Environment Centre. We are also a central partner in the Forth Valley University College Health Partnership.

www.stir.ac.uk@stiruni

Job Reference: SERV02130