About CLV Campus Living Villages (CLV) leads in on-campus student accommodation worldwide, with 28,000 beds across Australia, the US, and the UK. Committed to exceptional living experiences, we prioritize partnership, resident satisfaction, investor returns, and safety. Our ethos emphasizes empowerment, accountability, commercial savvy, excellence, and transparent communication. Join us in shaping the future of community living Role Overview: Are you passionate about creating exceptional living experiences? Come join the UNSW Village Team. As an Administrator, you'll be a vital member of our Village operations and Customer Service teams, ensuring smooth functioning and outstanding service delivery. Embrace the opportunity to contribute to our strategic goals, fostering positive relationships, optimizing occupancy levels, and maintaining operational excellence. Your role supports our strategic direction and planning. The Global Executive has agreed that the key principles CLV needs to promote and work towards are: Partnership with our stakeholders; Quality resident experience; Returns to investors; and Safe and secure working and living environments. Our business plans will outline how we intend to deliver on these key principles, while the budgets will demonstrate the cost and resources required to deliver on these promises. In order to build for the future, we believe the business values and philosophy required by CLV are: Empowerment and accountability within a framework; A commercially-minded approach, with a focus on ethical business practices; Excellence in the provision of services, both internally and externally; Clear, open, honest and timely communication; and Quality working environments that allow staff to enjoy a sensible work-life balance, provide an appropriate level of challenge and ensure staff are suitably resourced. KEY ACCOUNTABILITIES Sales & Occupancy Ensure a positive impression of the Village is created for all prospective residents, parents and clients through the provision of excellent customer service, comprehensive tours, the delivery of consistent and persuasive sales messages and timely follow up procedures. Deliver incremental sales volumes by working collaboratively with Village Management to achieve agreed budgeted occupancy targets. Working with Village Management and assisting with the Village sales process, ensuring that prospective residents are contracted promptly. This includes assisting with the StarRez portal to ensure qualified leads are converted and blockages in the sales process are identified and removed. Ensure all CLV marketing and brand guidelines are followed and that information provided to prospective residents is both accurate and timely. Build and maintain excellent relationships with University staff and other potential stakeholders to support occupancy strategies, in accordance with the Village marketing plan and to also obtain sales outcomes from these relationships. Identify and implement ways to best match the StarRez resident management system with the CLV sales funnel process. Meeting Campus Living Villages standards in communication and timeliness in respect to new applications for residence Operations Promote a customer first culture and ensure customer expectations are met or exceeded. Support Village Management in the management of the operational activities throughout the Village, through the provision of effective administration and operations support. Working with Village Management to handle and resolve resident enquiries and issues received and / or delegated, in accordance with CLV Policies and Procedures, current SOP’s and timeframes, currently in place within the Village. Processing of applications, reapplications and changes to Resident information, ensuring the correct Policies and Procedures are followed including the effective use of the StarRez resident management system. Processing of rent runs and the follow-up processes to manage and recover late or outstanding payments. Follow up of debtors and ensure the recovery of debts due in accordance with established Procedures, including the issuance of Breach Notices as required. Allocation of rooms to residents ensuring a balance within the residential communities. Develop processes and procedures that enhance administration effectiveness and customer service. Assist with the coordination of operational workflows and help to ensure effective communication between relevant staff. Provide accurate and timely reports on key areas of responsibility as required. Develop an in-depth understanding of the key responsibilities of other site roles including but not limited to Receptionist and Duty Manager functions to enable short term relief coverage of these roles if required. Process Security Deposits including receiving prior to a resident’s arrival and refunding is processed after the resident’s departure. Bank Reconciliation – ensuring that the daily bank statements are reconciled through the StarRez system and having good knowledge of payment processing and reports in the online banking system. Relationship Management Develop and maintain effective relationships with peers and other stakeholders (including relevant University, Student Guild contacts) and other CLV staff. Risk and Safety Management Support Village Management in implementing the Safety Management Plan and Occupational Health and Safety Procedures and Policies throughout the Village. Assist Village Management in ensuring staff are kept up to date with changing responsibilities, Legislation and obligations. Monitor and ensure compliance with prevailing operational Legislation, including Data Protection and Privacy. Be fully conversant with the Residence Fire and Emergency Evacuation Procedures and working with the General Manager and Village Manager, ensure that all staff and RA’s are trained in this area. Provide reporting on any risks and incidents that arise and ensure CLV’s Incident Policies and Procedures are followed. Legal and Compliance Be conversant with and ensure compliance with all agreements, leases and contracts pertaining to the Village, including but not limited to those relating to the Operator, the Lessee and the University. Be fully conversant with the Village Residential Agreement, Village Rules, the Village Handbook and applicable Rules and Regulations, and work with Village management to enforce them with impartiality. Assist Village Management with the annual review of the Village Residential Agreement, Village Rules, the Village Handbook and applicable Rules and Regulations to ensure alignment with changing Village / Resident needs and Resident behavior. Be conversant and ensure compliance with all statutory requirements as they apply to the various functions of the role and the Village. Miscellaneous All other reasonable duties from time to time as directed by the Village management. Proactively participate in CLV business-wide initiatives, as agreed with Village management. Join us in creating vibrant and thriving communities where residents feel at home. If you're passionate about customer service, driven by excellence, and ready to contribute to our success, we invite you to apply for this exciting opportunity. Key Skills and Experience: A minimum of three (3) years of experience in the hotel / accommodation / serviced apartment industry or related customer service field, with a commitment to customer service. Demonstrated experience in a Reservations / Revenue Management role successfully managing occupancy levels within hotels, serviced apartments or related customer service field. Demonstrated passion for driving business with a proven ability to meet or exceed sales or occupancy targets, with a strong understanding of business principles. Commercial acumen with proven ability to effectively gather and analyse information and identify market trends, opportunities and risks. Excellent verbal communication skills that help foster and promote positive relationships with stakeholders and residents. Excellent organisational and planning skills, with the ability to meet tight deadlines and manage competing priorities, without compromising accuracy and customer service. Previous operational administration experience. Leadership skills with previous experience managing a team or an employee. Well-developed written communication skills with the ability to draft formal communication documents and business reports. Computer literate, with proficiency in the Microsoft Office suite, database management systems (preferably StarRez) and web content management systems. Demonstrated enthusiasm and energy for the Village with a proven ability to work with and relate to young adults. Proven ability to operate within delegated budgets. An understanding of University Campus life and University support structures would be highly regarded.