Executive, Resident Relations

About the role

The Office of Campus Housing (OCH) at NTU manages student and faculty housing, sports and recreational facilities and their related services. It is looking for someone passionate about delivering excellent service to residents of the university's housing and to users of the sports and recreation facilities. The role offers growth in customer relationship management, facilities and contracts management, and quality and corporate functions such as finance and billing.

Candidates should hold a diploma and at least 3 years of relevant experience in residential management or services, customer service or resident relations, housing operations support, contract management, quality or corporate services (finance / billing). Experience in student hostels, staff housing or hospitality is a plus. Only shortlisted candidates will be notified.

Key responsibilities

• Process hostel applications and assign rooms or housing units, managing the waitlist and appeals for on-campus accommodation.
• Ensure room quality through thorough inspections before student check-in.
• Ensure accurate billing of hall fees and other charges, timely collection and follow-up, and accurate, timely refunds where applicable.
• Work with colleagues and external vendors or contractors to track the status of maintenance and repairs.
• Engage proactively with residents to understand and resolve their needs, requests, feedback and complaints within SLA requirements.
• Inform residents in advance of scheduled maintenance, ad hoc repairs and other matters that may affect them.
• Carry out routine walkthroughs of OCH premises to assess safety and security measures and follow up on improvements.
• Investigate incidents, compile supporting documentation for incident reports, propose sanctions for rule violations and escalate persistent or severe breaches.
• Maintain up-to-date records of residents, occupancy and availability to support billing and reporting.
• Ensure facilities reservations are made through established booking channels and that pre- and post-event arrangements are handled correctly.