Residence Facilities Supervisor, Administration

This position is part of the

Administrative Professional (Employee Group)

One of Canada’s leading comprehensive universities and a Top Employer in Hamilton-Niagara, and ranked #3 as Canada’s Best Employers compiled by Forbes and Statista, Brock University is an inclusive, welcoming campus community that offers a wide range of unique career opportunities for those with passion, energy and expertise. We’re looking for team members who want to help us continue to deliver an exceptional student experience, perform impact-driven research and generate life-changing breakthroughs for our world. Ignite new possibilities for your career. Break through at Brock.

Post End Date:

Note to all candidates: This posting will close at 12:01 am on the date listed .

June 3, 2024

Please note this is an 18-month fixed-term contract with benefits.

A Day in the Life…

Reporting to the Associate Director, Housing Facilities and Finances, the incumbent is the customer service and administration expert and provides ‘real-time’ subject matter expertise and support to members of the Housing Service Desks. The Housing Service Desks are the 24/7 customer service hubs providing integrated support for students and guests living in the 8 residence buildings. The Housing Facilities Supervisor, Administration works closely with the Associate Director to support team members efficiently and innovatively that aligns with the University’s strategic priorities.

As the Housing Facilities Supervisor, Administration, you will:

• Act as subject matter expert, demonstrating a superior level of knowledge regarding housing operations and occupancy service needs, residence security, 24/7 customer service demands and requirements of residence living for students, guests and visitors;
• Guide team members, assisting staff in fostering transformational interactions and resolving issues;
• Trouble-shoot and investigate issues, liaising as necessary with functional teams within the Department of Housing Services and with teams elsewhere in the University for resolution as needed;
• Act as the main liaison with various departments regarding customer service for housing and conference/event guests;
• Act as a second-level response for escalated issues, concerns and complex inquiries;
• Create weekly team schedules and monitor workload and workflow to ensure service is provided promptly;
• Support the Associate Director in the development of workflows, procedures, forms and systems to facilitate new processes and services;
• Support the Associate Director in the development of workflows, procedures, forms and systems to facilitate new processes and services;
• Participate in the on-call rotation a minimum of two weeks out of every six weeks;
• Participate in selection processes for hiring of new team members;
• Identify training gaps of existing team members and recommend and implement training solutions to ensure staff are performing at a fully competent level;
• Maintain all necessary housing services records in compliance with FIPPA standards;
• Lead occupancy initiatives, processes, and operations including room movements move-in, move-out, and summer accommodations;
• Manage the damage billing process as the primary contact, ensure billing and assessment to student accounts, as well as monitor and finalize appeal proceedings.

What you need to Succeed…

• An undergraduate university degree in a related field;
• Two years of related work experience in a 24/7 Service Desk or University housing function;
• One to two years of leadership or supervisory experience in a formal or informal capacity;
• In-depth knowledge of University student residence functions, regulations, software, and programs, and student service delivery models;
• Knowledge of University policies and objectives including FIPPA and confidentiality requirements;
• Intermediate knowledge of people-leadership practices, including training, leading, mentoring and motivating staff;
• Excellent verbal, written and interpersonal communication skills;
• Demonstrated experience developing efficient workflows, processes, standard operating procedures; job aids and knowledge banks;
• Advanced customer service skills, with the ability to build strong relationships;
• Excellent time management, prioritization, and organizational skills to balance a wide variety of competing requests and needs and support staff in a fast-paced environment;
• Technically proficient in using technology and systems including databases, web-based software/applications, web maintenance and student information systems;
• Ability to prioritize, multi-task and support staff in a fast-paced environment;
• Demonstrated financial acumen and analytical skills concerning financial transactions and purchasing.

Preferred or Asset Skills…

• Experience working in a post-secondary environment;
• Knowledge of Brock facilities, services, contracts, and policies around the use of space.

Salary and Benefit Information

• Job Grade (K), Salary Scale ($57,400-$98,400)*;
• Target Hiring Range: $57,400-$61,500
• This position includes full comprehensive benefits.
• The salary range indicated is representative of all positions evaluated at this level. Actual salary is determined by assessing related skills, experience, internal equity and market competitiveness, subject to available budget. 

Applicants are required to upload a resume and cover letter as part of the application process.

Brock University is actively committed to diversity and the principles of Employment Equity and invites applications from all qualified candidates. Women, Aboriginal peoples including those who identify as members of First Nations, Inuit and Métis Peoples, members of visible minorities and racialized groups, people with disabilities, and lesbian, gay, bisexual, transgender, and queer (LGBTQ) persons are encouraged to apply. We will accommodate the needs of the applicants and the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the selection process, as outlined in the Employment Accommodation Policy https://brocku.ca/policies/wp-content/uploads/sites/94/Employment-Accommodation-Policy.pdf. Please advise: [email protected] to ensure your accessibility needs are accommodated through this process. Information received relating to accommodation measures will be addressed confidentially.

It is Brock University’s policy to give consideration to qualified internal applicants.

We appreciate all applications received; however, only candidates selected for an interview will be contacted. 

Learn more about Brock University by visiting www.brocku.ca

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