The Office of Campus Housing (OCH) serves to make NTU the hub and destination to deliver best-in-class campus for learning, working, and living. OCH is a critical department responsible for student and faculty housing on campus, the sports and recreational facilities, and its related services.
The candidate selected can excel across the following functions:
Resident Relations / Stakeholder Relationship Management:
- Engage the residents / users / stakeholders to better understand emerging needs and actively contribute towards the solutioning process.
- Collaborate with colleagues within and outside of the Department to timely respond to and resolve the user’s request / feedback / complaints received via prevailing input avenues e.g. through online service platforms, over-the-counter enquiries, emails, phone calls, etc.
- Maintain timely and accurate records, e.g. resident particulars, occupancy, availability, etc. for management reporting, enabling invoicing, etc.
- Process housing application, assign appropriate room / housing unit with housing management system.
- Manage facilities reservations via prevailing booking avenues, including ensuring pre and post-event provisions are in order.
- Execute periodic stock-take and disposal of managed inventory and assets.
- Collate investigative findings / supporting documents for incident reports (e.g. CCTV footage and access logs for security-related incidents; site photos for insurance reporting, etc.).
- Ensure a safe, secure and conducive environment across managed spaces:
1. Attend / schedule regular walkaround of OCH managed premises.
2. Provide advisory to user during sighting of breach of rules and regulations.
3. Escalate recalcitrant cases for enforcement action. - Assist in developing the specifications / requirements for the procurement of goods and services required for the function.
- Contribute to the content and to send approved advisory to residents e.g. informing of routine or scheduled maintenance, unplanned disruption, etc.
- Other ad-hoc duties as assigned by the People Manager.
Housing Operation Support & Contract Management:
- Ensure readiness of OCH premises by checking, inspecting, monitoring, and following through the set up / reinstatement process with internal stakeholders to ensure satisfactory completion including furnishing, provision, keys etc.
- Collaborate with colleagues within and outside of the Department to timely respond to and resolve the user’s request / feedback / complaints received via all input avenues e.g. through online service platforms, over-the-counter enquiries, emails, phone calls, etc.
- Inspect areas / premises and interacting with customers to identify areas for improvement.
- Prepare advisories for residents on scheduled maintenance and unscheduled works.
- Assist in developing the specifications / requirements for the procurement of goods and services required for the function.
- Raise work request / purchase orders for maintenance and improvement works within approved budgets, and certify works are completed in a satisfactory manner.
- Execute periodic stock-take and disposal of managed inventory and assets.
- Monitor service delivery and adherence to contractual obligations of vendors by:
1. Evaluating the service standards;
2. Providing timely feedback to contract owners;
3. Reporting service lapses
4. Site supervision to ensure compliance to safe work procedures by vendors. - Ensure a safe, secure and conducive environment across managed spaces:
1. Attend / schedule regular walkaround of OCH managed premises.
2. Provide advisory to user during sighting of breach of rules and regulations.
3. Escalate recalcitrant cases for enforcement action. - Maintain accurate and timely records (e.g. maintenance issues, fault reporting) for submission of reports, trend analysis, etc.
- Other ad-hoc duties as assigned by the People Manager.
Requirements:
- Fresh Diploma Graduates or GCE “O” level and above, with at least 3 years of relevant working experience, preferably in a customer service / relationship management or property / facilities management role.
- Proficient in the use of Microsoft Office (Outlook, Word, Excel, PowerPoint). Knowledge of Microsoft Access will be highly advantageous.
- Familiarity with the education industry will be advantageous.
- Experience in using customer relationship management system or hostel / resident management system will be advantageous.
- Relationship-building and management skills – the ability to engage and build relationships with stakeholders, while having the discretion in handling confidential and sensitive information.
- Communication skills – ability to interact (active listening, writing clearly and concisely) with parties from various expertise, levels and culture, understanding their interests and goals while exhibiting sensitivity and respect for diversity.
- Strong reporting competencies – organized and meticulous in details for all reporting required, with an appreciation for information sensitivity and security. Ability to present information in a coherent manner.
- Strong IT skills – proficient in Microsoft Office, ability to learn and adapt to customized IT systems.
- Keen eye for details – ability to observe details and relate observations to potential issues and problems.
- Strong organizational and adaptation skills – ability to manage multiple and / or tight timelines, adaptable to react to changes in work.
