Student Desk Administrator - Temp Cover

Job Description


This role is 30 hours per week and expected to continue until January 2022 in the first instance.
The purpose of this role is to be part of the University’s Student Information Desk team meeting the needs of students, tutors and professional staff based on an effective understanding of the Student Information Desk field of operations. To provide expert advice and guidance, deliver excellent student experience and ensure that a high quality and accurate service is delivered to students and staff. To act as the first point of contact for all student queries, effectively triaging and resolving queries.
Duties and responsibilities
•Provide accurate information and guidance to student, staff and internal/external stakeholders within the scope of Student Information Desk responsibilities;
•Deliver super supportive services to student, staff and internal/external stakeholders;
•Support the successful delivery of Student Information Desk operations by completing work to agreed standards and timescales and in alignments with policies and procedures;
•Respond effectively to enquiries from internal and external stakeholders by email, telephone and in person;
•Maintain and update electronic student records.
•Respond to queries from students, staff and internal/external stakeholders by email, phone and in person and ensure that information and guidance provided is of high quality, accurate and effective;
•Demonstrate a consistent commitment to high quality customer service;
•Ensure data input is of the highest quality, accurate and up to date;
•Be a competent user of University software, systems and procedures of the Student Information Desk;
•Provide administrative support to relevant teams;
•Take responsibility of the quality of own advice and support given to students and staff;
•Monitor and review the quality of service and customer satisfaction, suggest improvement initiatives and take action to maximize service quality;
•Complete administrative tasks assigned to the Student Information Desk, resolve standard problems and issues and refer to senior colleagues where appropriate;
•Act as an effective team member and mange own diary and workload including identifying and managing times of peak workload;
•Ensure that communications to, and information sharing with internal and external stakeholders takes place in a timely manner;
•Participate in enrolment events and cross-departmental and institutional activities (e.g. ceremonies, clearing, VIP days, open days);
•Contribute to departmental meetings/working groups associated with the Student Information Desk;
•Develop a good working relationship with other areas of the University, particularly Student Services, Student Administration and Admissions.
The post holder will be expected to undertake other responsibilities and tasks as reasonably requested by the Team Leader, Student Information Desk.
Skills and experience
5 GCSEs at Grade C/4 or above, or equivalent
Experience in delivering consistent and high-quality customer service
Ability to use discretion and initiative to identify first line problems or difficulties, referring to supervisor for assistance as necessary
Experience of adhering to procedures, precedents, policy or legislation
Ability to present complex information clearly, accurately and concisely
Ability to deal with challenging situations involving staff and/or students
Experience of managing busy workloads and competing priorities
Demonstrable experience of relevant systems such as databases and Microsoft Office suite
Excellent, effective and clear written and verbal communication skills
Accuracy in handling data and personal records
Demonstrable evidence of effective working with other teams and team members
Excellent organisational and time management skills
Willingness to take on new developments and ability to adapt to organisational change and technological advances
Ability to work independently and accurately
University of Northampton
Additional information
This role is 30 hours per week and expected to continue until January 2022 in the first instance.

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