Executive, Resident Relation

OCH is a critical department responsible for student and faculty housing on campus, the sports and recreational facilities, and its related services. We are looking for individuals who have a strong passion for delivering exceptional service to residents of the University’s student and faculty housing, and athletes and users of sports & recreation facilities on campus. The role provides the successful candidate with the opportunity to develop, contribute and grow oneself holistically across areas of excellence in customer relationship management, facilities & contracts management and/or quality and corporate functions (e.g. finance / billing, quality management, etc.) within the Department.

Having an experience in student hostels, staff housing or hospitality services would be a plus for this role!

About Ntu

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.

Responsibilities

• Ensure the high quality of rooms / housing units for students’ check-in through comprehensive inspections.
• Ensure accurate billing of hall fees and other payable items as well as timely collection and follow-up where necessary.
• This includes accurate and timely refunds to students where applicable.
• Collaborate with colleagues and external vendors / contractors to get update on the status of maintenance / repairs to student hostels.
• Proactively engage student residents in understanding and addressing residents’ needs and contributing to problem-solving and resolution of concerns.
• This includes addressing and resolving student residents’ requests, feedback, and complaints promptly to meet SLA requirements.
• Communicate and inform student residents in advance on scheduled maintenance, adhoc repairs and other matters that may cause inconvenience to residents.
• Conduct routine walkthroughs of OCH managed premises to evaluate safety and security measures.
• This includes follow-up actions for enhancement and refinements of measures.
• Conduct investigations and compile supporting documentation for incident reports.
• This includes proposal of suitable sanctions for rule violations based on the severity and frequency of infractions, and prompt escalation of persistent and / or severe breaches for further enforcement measures, as well as implementation of approved sanctions.
• Maintenance of up-to-date and precise records, including resident details, occupancy status, and availability, to facilitate billing processes and management reporting.

Requirements

• If you are a diploma holder with at least 3 years of relevant working experience in residential management / services, customer service / resident relations management, or housing operation support and contract management, quality, and corporate service (finance / billing), you may be the one whom we are looking for.

The incumbent is required to

Hostel application processing and the assignment of rooms / housing units, including the management of waitlist and students’ appeal for on-campus accommodation.

Ensure that facilities reservations are made through established booking channels, and all pre-event and post-event arrangements are properly managed. We regret to inform that only shortlisted candidates will be notified.

Hiring Institution

NTU