Residence and Student Life Administrator - NYU London
Position Summary:
NYU is committed to being a welcoming campus community that reflects and enacts the values of inclusion, diversity, belonging, and equity that informs academic excellence. We seek candidates who will not only enhance our commitment but whose experience, competencies, skills, and community engagement efforts contribute to diverse, equitable, inclusive learning and working environments for our students, staff, and faculty.
The Residence and Student Life Administrator (RSLA) is a full-time role. The RSLA will primarily be based in the Academic and Student Services office at the NYU London Academic Centre, with one day each week working across the NYU London residence halls and the postholder splitting their time across the Student Life and Residence Life teams.
The role will have accountability for distinctive projects, as well as a large number of day to day administrative responsibilities which are shared among all staff in the Academic and Student Services office.
Within the Student Life team, responsibilities include providing information, guidance and support to students in person as part of the frontline student facing team, making bookings, organizing and leading events and activities for students, assisting students with accessing healthcare and mental health support, and administrative support with processing student ID card needs, booking rooms and placing orders, responding to emails and phone calls, solving problems that arise, signposting available resources to other community members such as faculty and visitors, and checking and creating communications to promote student engagement and connectivity with departmental initiatives and services.
The postholder will work as part of the Residential Life team to provide support and guidance for students in person across several residence halls, ensuring compliance with University policies and procedures, will assist in solving problems that arise and engaging in customer service-related activities.The role will include supervision up to two student peer mentors, planning and facilitating student programs and events; signposting students to other appropriate support and resources, and administrative tasks such as ordering supplies, checking deliveries, securely storing and monitoring stocks, checking and replenishing supplies in student apartments, providing and preparing keys for student rooms.
Responsibilities are carried out mainly through office hours – expected to be 10am to 6pm (with the possibility of different patterns such as 11am – 7pm, or 12pm to 8pm) - and activities across NYU London’s campus buildings including weekly meetings, check in and checkout duties, welcome activities and campus events, and on-call shifts outside of business hours, on a rotational basis shared with colleagues, responding to urgent issues that might arise (in person or via phone as needed), supported by senior members of the department.The position requires a positive service orientation while performing all duties.
Principal Accountabilities:
35% Administrative and frontline student support within the Student Life team
Provide information, guidance and support to students in person as part of the frontline student facing team based in the Academic and Student Services office at the NYU London Academic Centre, respond to email correspondence and phone calls.Assist in the supervision, training and support of Student Workers and the planning, delivery and promotion of a variety of student workshops and events, including lunch-time sessions and accompanying groups of students to a variety of student events and destinations across London and the UK.
Support student groups (such as the Freshman Student Council, Bedford Square News group, Global Ambassadors and Global Equity Fellows) and the activities of Student Clubs working with club leaders. Book rooms at the Academic Centre for students and staff, order food for events organised by the Student Life team, setting it out and clearing up afterwards.
Provide administrative support, including printing and distributing ID cards, ordering oyster cards and other items, distributing items to students such as tickets for events, producing student support letters (such as bank and Schengen visa letters), placing orders, stocking and staffing the student Food Pantry, Supporting the routine activities of the Student Life department such as student orientation planning and delivery, updating databases, providing tours of the Academic Centre to visitors and external partners, including prospective students.
Support students in finding health and wellness resources, including making doctor’s appointments for students, helping students to navigate their private health insurance (GeoBlue) and obtain Guarantee of Payment letters, accompanying students to hospital and doctor’s appointments when required.
Key Deliverables:
- 1 day each week during semesters covering the reception desk in the Academic and Student Services office on campus, responding to student queries and signposting students to campus support services they may need to consult with
- Contributing to high levels of student satisfaction with semester programs through outstanding customer care and the provision of great quality information, guidance and support to students, measured by student survey responses.
- Maintain accurate and up-to-date records of student participation in activities.
35% Administrative and frontline student support within the Residence Life team
Provide information, guidance and support to students in person as part of the frontline student facing team based in the Academic and Student Services office at the NYU London Academic Centre, with one day each week working across the NYU London residence halls.Contributing to pre-arrival preparations, Orientation, check in support on arrival day, check out, room preparations, supporting students with roommate disputes and room changes, room key management and guest passes, stock audits, placing orders and checking deliveries, and supporting students with health, wellbeing, financial and other needs.
Checking in with students, in person, when requested to provide details of support options available.
Frequently collaborate with finance & operations, facilities, housekeeping, security teams and other departments across the residences, and ensure a strong team presence at Byron Court and/or Guilford House residences.
Supervise the work of a maximum of two student Peer Mentors every semester, helping them to create a vibrant and inclusive residential community by crafting and executing programs promoting key themes such as Inclusivity, Diversity, Belonging, and Equity (IDBE), collaborating with other professional staff and the Peer Mentors to create living/learning communities that enrich the students' experience.
Key Deliverables:
- Ensure Peer Mentors supervised are successful in their roles in ensuring that all students feel welcomed and supported in their living environment, planning and executing several activities (mostly within their assigned residence) each semester and being available in the residence hall for set hours to support their residents.
- Conducting weekly patrols of Byron Court and Guilford House residence halls, looking for and reporting any concerns in a timely manner.
- Work closely with one of the external housing providers utilised by NYU London to accommodate students to place orders, plan for check in and check out, receive updates about residents, and gather student feedback about their experience.
20% Specific focus area(s)
Assist with the communication needs of the Student Life and Residence Life teams, including the production of new communications, newsletters and other information resources for students, and other community members. Contribute to the regular reviewing, updating and refreshing of Student Life content on the NYUL website and LDN, NYU London’s intranet site for students, and to NYU London’s social media output, posting about site activities.
Key Deliverables:
- Regularly check (quarterly, and ahead of student arrivals) information on the NYU London student information portal (LDN), which outlines all administrative procedures and policies to students and ensuring students are aware of the many resources and services available to them, performing full checks quarterly and making updates as needed.
- Regularly check (quarterly) information on the NYU London website relating to Student Life and Residence Life for accuracy, and updating content at other times as needed.
- Regularly posting content such as photos of trips and events on NYU London social media channels (at least 2 posts each week)
Also: lead on the development of one of these focus areas to expand the departments’ provisions for students:
- Develop a volunteering program, liaising with external providers and student groups to arrange opportunities and events each semester, including creating, organizing, promoting and leading volunteer events, both ongoing and one-off, including a weekend volunteering program. Developing a range of partner organisations, promoting volunteer opportunities to students, increasing student participation in volunteer activities.
- Develop student identity based groups. Increasing first-gen support already in place, or developing LGTBQ+ and BIPOC spaces and activities on campus, creating, organizing, promoting and leading events. Promote opportunities to students, increasing student participation in these activities.
- Developing activities and opportunities for students at local Universities, increasing student participation in these activities.
- Develop a sport, fitness and wellbeing program for students, sourcing and liaising with external providers to arrange opportunities and events each semester, including creating, organizing, promoting and leading events. Promote opportunities to students, increasing student participation in these activities.
Key Deliverables:
- Create and execute 6 activities related to one of the focus areas annually
10% Frontline On Call Officer
Hold the NYU London staff on call duty phone on a rotational basis (for a full week, once every 9-10 weeks) which is shared among the Student Affairs team, to provide NYU London students with support (in person or on the phone as needed) should any medical, mental health, student misconduct, policy violations, facilities concerns and/or other serious issues arise outside of routine working hours.
Provide support and reassurance with any large-scale community concerns that may impact residents, along with all other colleagues in the Student Affairs department.
Advice and support is available from departmental leaders in assessing the nature of problems, ensuring any urgent actions which are required are taken and that students are supported with regular outreach until any pending resolutions can be concluded.
Key Deliverables:
- Writing accurate and timely reports of incidents or concerns that arise.
- Liaising with key colleagues and local emergency services to enhance response coordination and support for students.
Qualifications:
Position Qualification:
Required Education- Educated to degree level, or an equivalent qualification, or relevant working experience.
- Minimum of one years’ experience of working in a customer service role, ideally in a residential or facilities-based environment.
- A demonstrated commitment to promoting a diverse and welcoming environment, as evidenced by prior successful
and innovative measures
Required Knowledge, Skills, and Abilities- Strong organisational skills: Ability to prioritise tasks, manage multiple projects simultaneously. Punctual,responsible, self-motivated and flexible
- Excellent interpersonal and communication skills: Ability to communicate clearly and effectively with a diverse range of people, including students, staff, and external partners.
- Demonstrable commitment to delivering an excellent service; a positive attitude to staff development and training
- Strong IT skills: Familiarity with CMS or similar platforms, and strong general IT skills.
- Problem-solving: Ability to assess situations, identify problems, and develop effective solutions in a timely manner.
- Cultural competence: Strong understanding of the challenges faced by young adults at university and those living abroad, with a commitment to fostering an inclusive and supportive environment.
- Knowledge of London Familiarity with the local area and the resources available to support students in various situations, and local emergency support services.
- Personal experience of studying or living abroad: Insight into the unique challenges and opportunities of living in a foreign country, providing empathy and support to international students.
- Familiarity with the American higher education system: Understanding of the academic and residential life expectations within the context of a U.S.-based institution.
- Experience in training and onboarding staff: Proven ability to develop and implement training programs that enhance team performance and service delivery.
- On call: Experience of being on call outside of working hours, and/or being responsible for handling difficult or urgent calls from customers and resolving them professionally and expediently (with support wherever needed).
- Experience of working in a residential environment: Knowledge and experience of working in residential facilities, ensuring a safe and conducive living environment by looking for.
Additional Information:
Candidates must have the unrestricted right to work and live in the UK prior to appointment.
Benefits: 28 days annual leave pro rata, USS pension scheme and private medical insurance (optional)
Candidates should advise of any reasonable adjustments needed to participate in the application and interview processes.
NYU London is an equal opportunity employer committed to equity, diversity and social inclusion.
NYU aims to be among the greenest urban campuses in the country and carbon neutral by 2040. Learn more at nyu.edu/nyugreen.
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