Student Services Assistant

Job Description

Description

Student Services Assistant Job PurposeThe post holder will be part of a small team of staff who primarily provide support for students and graduates, and external third parties when required. The Student Services directorate work together to deliver our services in an integrated way, and the Student Services Enquiry Team are focused on providing innovative student centric services.Team members are required to develop an excellent knowledge of all Student Services and issues affecting students. Team members are the first point of contact for existing students, prospective students, graduates and other visitors or service users and provide a friendly, responsive, professional, and efficient customer focused service.All team members will ensure that our services are delivered to high standards, fit for purpose, and add value to the student experience, recognising the needs of all groups using the service.Main Duties and Responsibilities To be the first point of contact for students on the UofG Helpdesk (Ivanti) and to provide information on all other Student Services.To deal with enquiries via the UofG Helpdesk, provide advice and information on a wide range of University services and refer to information and web based services available. This will require working knowledge and understanding of all Student Services and relevant software systems, policies and all the processes associated with the full student lifecycle. Contact with students will primarily be via the enquiry helpdesk system however may on occasion include face to face enquiries at the Student Services Enquiry desk.To assess the needs of each student using the service so that their enquiry or problem can be dealt with and fully resolved at the first point of contact, or, if that is not possible, referred to the appropriate specialist within or outside the Fraser Building. This will require the exercise of initiative and judgement to resolve issues.Process requests for documents including certifying letters, transcripts, parchment translations, forms, and replacement campus cards. Requests are primarily submitted on the UofG Helpdesk however this may also on occasion include providing documents to students visiting the front desk.Ensure that team targets are met and ensure that service is delivered in accordance with established service level agreements (SLA's).Contribute to and implement plans for service improvements to ensure continual development of service provision and effective delivery to students.To receive payments for services, fees, university charges and special events where appropriate.To contribute to the development and maintenance of resources for students and information on the web/social media platforms including pro-actively encouraging students to use the self-service information and resources available.To ensure that enquiries are categorized, recorded and tracked using the agreed helpdesk system supporting problem identification and resolution. This includes advising users on appropriate course of action, monitoring enquiries from start to resolution and escalating unresolved problems to higher levels of support. In addition, recording all service interactions in a timely, accurate manner using the agreed enquiry logging system.Attend training courses and undertake on the job training and development to continually develop the knowledge and skills required in the post.To be fully aware of and understand the legislation and University policies which operate in terms of equality and diversity.As with all members of staff in Student Services, staff may be expected to assist with other duties in any of the Student and Academic Services as required. Knowledge, Qualifications, Skills and ExperienceKnowledge and QualificationsEssentialA1 SCQF level 4 in English and Mathematics (National 4) or equivalent, and some experience of working in a similar role. Or the ability to demonstrate the competencies required to undertake the duties associated with this level of post gained through working in a similar role.A2 A broad understanding of Student Services, University policies, systems, and processes.SkillsEssentialC1 Excellent customer service skills.C2 Ability to communicate effectively and understand student needs, responding with sensitivity, tact, and awareness of cultural diversity.C3 Ability to provide information required and explain procedures clearly to customers.C4 Excellent interpersonal skills to develop and maintain working relationships with students and Student Services colleagues.C5 High level of IT skills, experience of using standard desktop applications and the capability of further developing IT skills to use specialised software applications.C6 Ability to use discretion to identify and resolve issues independently, referring to colleagues or line manager for assistance, as necessary.C7 Ability to plan and organise workload in accordance to service level agreements and demands.C8 Ability to follow standard operating procedures and develop working knowledge of relevant systems, equipment and processes required.C9 Excellent team working skills, ability to develop and maintain cooperative relationshipsExperienceEssentialE1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role.DesirableF1 Experience of working in a student support function.F2 Experience of working in a busy environment and under pressure.Job FeaturesDimensionsAs the first point of contact for the entire student population (approx. 30,000), graduates of the university, prospective students and other visitors using the UofG Helpdesk, the post holders will be the focus for providing innovative student and customer centric services covering a wide range of complex processes and procedures and the provision of relevant information covering the whole student lifecycle.Team members are also required to assist and provide information on behalf of the service at information fairs, induction events, information pop-ups and other related activities.OperationalResponsible for providing back-office services for the Student Services Enquiry Team. This requires a well-developed knowledge and understanding of relevant software systems, policies, and processes. Service objectives, standards and procedures will be in place which the post holders will need to understand and interpret to provide appropriate services to students and graduates which meet their needs. Working both co-operatively with other team members and independently to deal effectively with users of the service and to liaise effectively with all Student Services to enable continual service improvement in all services.AdministrativeProvide information and data for reports to committees aimed at the continued improvement of Student Services. Responding to student/service user requests and issues using the enquiry helpdesk system, assuring resolution, or escalating to second level support in accordance with predefined service level agreements (SLA's). Student Service Assistants will work as a Team and all members of the Team will have shared responsibility for ensuring the quality of services provided.Planning and organisingPlanning, prioritising, and organising work to meet the needs of services, students and other customers. The nature of the work means that work plans, allocation of duties etc. must be continually reviewed to always provide an effective level of service to students. Ensuring that tasks and activities assigned by the weekly/monthly team rota are completed accurately in accordance with team targets to meet our service level agreements (SLA's).Decision MakingDetermining how to deal with each enquiry and assessing when an enquiry requires referral to specialist advisers. Taking proactive action to ensure service standards are maintained and opportunities to improve service are presented to management.Internal/External relationshipsDeveloping and maintaining rapport with students, graduates and other customers. Effective working relationships with other team members, and all University Services staff for the exchange of advice and information to ensure the effective delivery of the service. Good working relationships required with faculty and other university staff to ensure effective exchange of information and advice towards providing an effective service.Problem SolvingIdentifying and resolving all enquiries where possible. This includes taking a proactive approach to avoidance or identification of root cause issues assessing each enquiry and providing the appropriate information/service to fully resolve it whenever possible. Where an enquiry cannot be resolved, determine which specialist service the student needs to be referred to, making the referral/booking. In all cases where escalation is required ensuring that preliminary identification of the issues is outlined and detailed to assist with the ultimate resolution of the enquiry.Terms & ConditionsSalary will be on the Management, Professional and Administrative Grade, level 3, £18.212 £20,092 per annum.This post is offered on a full time, open-ended basis. The hours are based on working a 2 week rota - 35 hours each week, with no weekend working.New entrants to the University will be required to serve a probationary period of 6 months.The successful candidate will be eligible to join the National Employment Savings Trust (NEST) Pension Scheme.It is the University of Glasgow's mission to foster an inclusive climate, which ensures equality in our working, learning, research and teaching environment.We strongly endorse the principles of Athena SWAN, including a supportive and flexible working environment, with commitment from all levels of the organisation in promoting gender equity.The University of Glasgow, charity number SC004401Closing Date: 26th October 2021 Vacancy Ref : 069687Close Date : 26-Oct-2021 23:45 var links = document.querySelectorAll(".targetLink"), i, j, aTags, string; for(i=0; i < links.length; i++){ aTags = links[i].querySelectorAll("a"); for(j=0; j < aTags.length; j++){ string = aTags[j].href; if(string.indexOf("javascript") === -1) { aTags[j].target = "_blank"; } } }
 
 
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