Customer Services Administrator
Position Purpose: The Accommodation Service is part of the wider Student Wellbeing team.
The university considers living within our halls, apartments, and studio’s to
be an important part of a student’s experience. By creating a positive living
environment that supports students as they transition into university life,
offering them the opportunity to be part of a friendly community, enabling
them to focus and be successful in their studies

This role is responsible for providing administrative support and customer
service as part of the team from Massey Halls of residence Accommodation
Services. Ensuring prospective students, applicants and current residents
receive exceptional customer service.


Department: Accommodation Services
Location: Wellington
Reports to: Resident Services Manager, Accommodation
Responsible for: Not applicable
Delegations: Nil
Job Title: Administrator – Student Services
Key relationships: Internal External
Accommodation Team Prospective Students and Families
Massey Facilities Team Allied Security
Massey Operations Team Contractors
Residents Suppliers
Professional staff across the
university


Massey University: We are a world-leading university in many academic disciplines and fields
of research. Our point of difference is research that is connected to
community and industry. Our researchers are developing expertise and
skills to advance human knowledge and understanding. Working together
across disciplines and locations, we solve national and global problems
through fundamental, applied and interdisciplinary research, while
culturally and artistically enriching our world.

We are deeply committed to being a Te Tiriti-led university, demonstrating
authentic leadership in contemporary Aotearoa New Zealand as we uphold
Te Tiriti o Waitangi, the founding document of our nation, and its principles
through our practice. We embrace this not just as an obligation but as a
real opportunity for the nation and its people.


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Our educators are preparing a new generation of global leaders. Our
students are diverse and are attracted to Massey because they want to
achieve their personal goals or make their mark in the world. They
experience world-class learning that recognises their intellectual and
cultural strengths, expands their horizons and prepares them to contribute
to a rapidly transforming world with skills, critical and creative thinking and
leadership.
We will be renowned for our passion and caring attitude. All Massey
campuses will be innovation ecosystems, acting as magnets for smart
enterprises. Wherever we are, we will operate in partnerships founded on
respect, trust and mutual benefit. Massey is not only defined by what we
do, but by how we do it.
About this area The Office of Student Experience (OSE) guides and supports our tauira
through their Massey Experience. This is achieved by ensuring: students
are enabled to achieve; students are engaged with the University and
students are empowered to participate in their community and to grow
their whole self. As a team we take a strengths-based approach to our
work and are committed to a culture of continuous improvement.
Student Wellbeing forms an integral part of the OSE, the team offers a
range of services to support wellbeing during student’s time at Massey.
We understand the challenges tertiary study can bring and the
importance of a holistic approach to keeping well, providing a multi-
pronged approach to support academic success and the development of
life skills.
Massey core capabilities
At Massey we are Tiriti-led, upholding Te Tiriti o Waitangi principles through our practice, we:

• Demonstrate awareness of Te Tiriti o Waitangi and its contribution to Aotearoa New Zealand

society.

• Understand the relevance of Te Tiriti o Waitangi in relation to the work of the University and the

people we serve.

• Embracing Te Reo in relevant and practical ways in our workplace interactions and engagement

with external stakeholders, giving expression to Tikanga Māori and protocols that demonstrates
that we respect and value Māori conventions in appropriate settings.At Massey we work together with mutual respect and caring. we:

• Act with integrity and trustworthiness and give credit to others for the work they do.
• Work cooperatively and inter-dependently to foster and promote the One University approach.
• Share knowledge and communicate professionally with courtesy and mutual respect.
• Are ethical in all transactions, working within the parameters of our policies and procedures.
• Are direct, truthful and maintain confidentiality.
• Seek to understand and appreciate our differences.
• Keep ourselves and others safe; work together to embrace with the University's health, safety

and wellbeing policies, procedures and programmes; display commitment by actively supporting
all safety and wellbeing initiatives: and by actively engaging in health and safety improvement
opportunities.
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At Massey we are future-focused, results- oriented and strive for excellence. we:

• Take ownership and responsibility for delivering results to support achievement of University

objectives.

• Provide the best quality services to our customers (internal and external) ensuring our students/

stakeholders are at the heart of everything we do.

• Deliver or support world-class research, teaching and learning and citizenship.
• Take personal responsibility for our performance, take pride in doing our job well, and commit

to ongoing personal and professional development.

• Are motivated and create a positive working environment where our values are reinforced.
• Anticipate and respond with agility and resilience to the changing needs of the University and

the communities we serve.

• Seek ways to improve our services to deliver in an efficient and effective way.
• Embrace technology and apply this innovatively to better meet the needs of those we serve.
• Challenge ourselves to reach our potential and help bring out the best in others.
• Understand how what we do contributes to the objectives of the University.

Accountabilities
Frontline Service • Provide a professional, welcoming, and responsive reception
service, by telephone, in person or through digital channels,
responding promptly and with accurate information.

• Proactively engage with residents to develop and maintain a

helpful and caring profile, being a point of reference for individuals
needing advice or assistance during the course of their residency,
referring to the appropriate staff member as required.

• Responding to resident requests for service, taking appropriate

action, documenting where appropriate and following request to
resolution within agreed timeframes.

• Be fully conversant with the Massey Halls Residential Agreement,

Community Rules, Handbooks and Procedures.

• Make appointments for residents with the appropriate staff

member as required.

• Maintain an orderly reception area ensuring notices and brochures

are all current and branded.

• Provide accurate information on a variety of accommodation

matters to current and prospective residents and their families.

• Refer enquiries to the relevant staff member.

• Record all communications via the Massey Halls procedures.

• Actively participate in the Halls on arrival days and open days.

• Assist with tours of accommodation to prospective residents to

encourage application and conversion, ensuring a consistent
message across the team.
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• Ensure reception, office and Common areas are clean and tidy at

all times to ensure a positive impression of Massey Halls is created
for all existing and prospective residents.

• Promote a customer first culture and ensure customer

expectations are met or exceeded.

• Ensure contractors sign in at reception and keys are issued

according to Massey Halls procedures.

• Attend to resident hall lockouts during business hours.

• Responding to all application enquiries, providing accurate

Applicationsinformation, escalating if necessary.

• Ensuring all documentation is recorded for selection purposes.

• Handling sensitive information appropriately and securely, liaising

with residential staff when there may be an impact on hall
residential life.

• Ensuring all data is keep up to date as changes to the application

process takes place to ensure accurate reports can be retrieved as
and when required.

• Proactively seek to identify and alleviate barriers in the

reapplication process.

• Attach References to applications

• Upload application/offer milestones into CRM activity notes

against resident files.

• Assist Customer Services booking administration team with offer

follow ups.

• From time to time assist the National Team with the application

follow up processes. Administration • Provide effective administration support to the accommodation
department.

• Financial Administration: processing incoming payments received

over the counter; assist with accommodation accounts checking
ensuring accounts are correct and paid in full in preparation of
check-out.

• Distribute mail to staff and residents.

• Ensure all administration and communications reflects Massey

Halls approach and brand guidelines.

• Proactively and continuously review office processes to solve

problems and create improvements and efficiencies, maximising
the use the technology and enhancing the customer service and
experience.

• Actioning maintenance requests initiated by residents, escalating

to the Facilities Supervisor.

• Assist the Team in the tenancy turnover processes, check in and

check out such as assisting with pre-arrival room inspections and
check out inspections.

• Assist with the content of marketing and information materials for

distribution to prospective residents.

• Provide accurate timely reports as required.

• Assist with check in day preparations such as key pack preparation,

assisting with any contract follow ups prior to check in.4

• Assist with check out day preparations such as ensuring accounts

are correct and paid in full.

• Assist Massey Halls finance team with the bond refund process

• Ensure accurate and timely processing of lockout fee;

bedding/rooming pack charges; short stays fees

• From time to time assist the National team

• Participate in the processing of weekly direct debits

Risk and Safety • Ensure compliance with prevailing operational legislation, including
Data Protection and privacy.

• Report on any incident or health and safety issue that arises

following Massey Halls procedures.

• Ensure understanding and adherence to the Code of Practice for

the Pastoral Care of International Students and the Code of
Practice for Tertiary Education Accommodation. Education
(Pastoral Care of Tertiary and International Learners) Code of
Practice 2021.

• The employment setting will involve work with people across the

lifespan, including under 17-year-olds. Consequently, a safety
check is required by applicants applying for this position and this
includes a police vet. General • Liaising collaboratively and working effectively with staff from
other campus departments as required.

• Cooperating with colleagues to achieve tasks required during

periods of high activity.

• Assisting with emergency and civil defence procedures as required.

• Managing accuracy and relevancy of shared directories, student

records and document files.

• Maintaining a ready reference of department policies and

procedures.

• Attending team meetings.

• All other reasonable duties from time to time as directed by

accommodation management.Finance Administration • Daily and Monthly banking reconciliation; process all banking
Portfolio payments received into the Massey Accommodation bank account
and reconcile Star Rez and BNZ accounts daily.

• Reconcile Star Rez and BNZ banking monthly as per Massey’s

standard operating procedure.

• Follow up with all residents, short stays and group booking debt as

per the debt follow up process.

• Create payment variation plans on an ADHOC basis ensuring all

accommodation fees are paid in full prior to the resident contract
end date.

• Liaise with Res Life Team where required for assistance with debt

follow up.

• Process bond and accommodation credit refunds.

• Process release of contracts in Star Rez.

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• From time to time assist the National Team with Finance

Administration Portfolios when cover is required.
Qualifications and Experience
Qualifications: A tertiary qualification is preferred


Experience:

• Experience working in a tertiary accommodation environment

would be an advantage

• Experience of working within a customer service environment

is desirable

• Experience of working within an administrative role is desirable

• Experience with Star Rez Software would be an advantage

Capabilities - Behaviour
Communication • Conducts discussions in a respectful manner, that are sincere and fully
careful listening, probing, reflecting, and summarising

• Delivers written and oral communications that engage audience

participants, respond to their questions and concerns, and produce specific
outcomes and impact

• Communicates in a timely manner using the appropriate style and method
• Able to address broad audiences and stakeholder groups, working with

communication plans and a mix of communication methods

• Able to present information clearly, concisely and logically. Varies content,

style and form to suit the subjectWorking Together • Establishes and maintains productive working relationships with key
portfolios and works to resolves conflict and other obstacles to team
performance
Continuous • Implements new systems, procedures and tools efficiently when changes
Transformation occur in the work environment

• Works with agility, adjusting current working processes or adopting new

Essential colleagues to gain new perspectives or more effective solutions
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Delivering Results • Maintains focus on critical work and expectations

• Able to track and complete agreed work in planned timeframes Essential
• Takes responsibility for escalating issues that impact on planned work and

positives, and proactively seeking out opportunities to get involved
Service Centric • Acts with the internal/external stakeholder or customer in mind, seeks to
the departments objectives
Capabilities - Technical
Detail
accuracy

• Evaluates and makes contributions to best practices

Digital Skills • Working knowledge and confidence in using core Massey systems

• Demonstrates intermediate to advanced levels of knowledge and Essential

experience in the use of Microsoft Office software

• Uses preferences and other tools to customise computer software /

hardware appropriate for function

• Intermediate experience in the use of Share Point, can coach others in the

use Share Point and Teams

• Identifies and resolves common software and usage problems

Office • Identifies common administrative activities and tasks.
Administration • Supports all aspects of administrative support
functions and departments
Calendaring • Explains how to open and browse one's own schedule

• Helps others understand the wide range of functions available with Essential

calendaring software (MS Office)

• Creates multi-level and repeating tasks for self and others

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• Adds notes, attachments or reminders to tasks or appointments for self

and others

• Prints using varied and complex setup, designs and page combinations
• Manages multiple calendars using features such as 'scheduling assistant’,

Document • Identifies major document management categories and functions
Management • Checks documents thoroughly according to standard processes and
Priority Setting • Describes team or unit priorities and how they relate to roles

• Demonstrates an expectation that there will be ongoing shifts in demands Desirable

and priorities

• Clarifies and handles multiple concurrent and diverse activities
• Addresses potential conflicts that impact current delivery commitments
• Works with or leads others to re-prioritise work and reschedule

scheduled work
Problem Solving • Describes problem reporting and escalation practices

• Uses fact-finding techniques and diagnostic tools to identify problems Desirable
• Identifies and documents specific problems and resolution alternatives
• Uses initiative to develop alternative techniques for assessing accuracy

involved stakeholder
Financial Analysis, • Understands general ledger accounts
Accounting and • Uses finance and accounting systems, procedures and practices
Reporting • Resolves questions about finance and accounting policies and practices


Pre-employment checks
Essential • Requirement to pass a Criminal and Traffic Convictions
(NAP) Credit History Check performed by Equifax.

• A safety check in accordance with the Vulnerable Children Act

2014 and the Vulnerable Children (Requirements for Safety8

Checks of Children’s Workers) Regulations 2015 is required. Part
of this process includes a requirement to pass the police vetting
part of the safety check.

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