The purpose of the role is to support students within non-academic areas within the College, including attendance monitoring, induction and registration, accommodation, welfare and well-being and immigration support. The Senior Student Support Officer is responsible for carrying out and managing activities related to the above activities. In order to do this well, the team needs to maintain and build a strong network of contacts and relationships.
The team contributes to the overall objective of the College—“preparing international students to progress and thrive at the University of Sheffield through successful completion of their programme”–by ensuring that student issues are dealt with quickly and effectively, in order to ensure their full engagement with their course. This will be done by supporting them to live independently, safely and healthily in the UK, through communication and collaboration with a variety of teams and stakeholders, both inside and outside the College.
Daily tasks will include (but are not limited to):
student finance (including, bookings, refunds, payments, debt chasing)
Virtual Reception maintenance and content creation
Contributing towards the ongoing monitoring of the quality of the above services and related procedures, and providing ideas for improvement and identifying where problems exist
Communicating in a timely and professional manner with internal colleagues, related to welfare, attendance and Safeguarding issues, and ensuring related records are kept up to date
Providing student support through the reception and other student-facing environments through provision of consistent, accurate and friendly customer service, identifying problem areas, which lead to poor service, regular contribution to review of the service.
Contribution and participation in team events and activities including registration, arrivals, induction, activities and events. This will include the opportunity to take responsibility for the management of certain events on a rotating basis.
Communicating in a timely and professional manner with external stakeholders including: parents, sponsors, guardians, agents, Study Group colleagues in the UK and overseas, The University of Sheffield.
Effective relationship management with stakeholders including: ELTC Professional Services and Senior Academic Team, key University departments such as Student Support and Guidance, Disability and Dyslexia Support Service, University Health Service, Students’ Union, private accommodation providers, sponsors, College Guardians
Proactive establishment of new relationships which benefit the team and students
Gaining and in-depth understanding of departmental policies and procedures such as: Special Circumstances, Attendance, welfare management
Engagement with Study Group marketing and prospective student visits and contribution to marketing materials
Providing resources and support for other teams, as required
Contribution to the Annual Report
To carry out any duties, as required by the Senior Leadership Team
EXPERIENCE & SKILLS
The successful candidate for this role is expected to demonstrate that they have skills and prior experience in the following areas:
Interpersonal and customer service skills and experience
Active listening skills
Excellent communication skills and the ability to communicate with a variety of stakeholders, written and verbal, internal and external.
Cultural appreciation and empathy skills Customer service skills and experience.
Pleasant and professional manner.
Ability to build strong working relationships with internal and external colleagues .
Organisation and planning.
Good time management
Ability to prioritise work
Ability to organise events/activities/projects
Forward-thinking and planning
Taking into consideration the context in which we work
Ability to solve customer’s problems by thorough investigation
Ability to consider potential issues and put measures in place to deal with implications.
Consistent follow-through of customer’s problems.
Gathering of relevant information to aid good decision making.
Data and IT
Strong IT and data management skills including competency in Excel, Outlook, PowerPoint, Word, and a willingness to learn and adopt new technologies.
Ability to extract reports and analyse data for reporting, to aid decision making or to support a case for change.
Attention to detail and consistency.
Following agreed policies and procedures.
Diligent record keeping.
Understanding the implications of your and your team’s work in the wider context of the College and externally.
Ability to understand other team’s functional areas.
Performance-focussed, team player
Ability to structure your work in order to support student progression, and generate new ideas which will improve performance.
A commitment to working with the Head and Deputy Manager of Student Support, to improve the team’s performance and the ability to provide constructive feedback to colleagues about their work.
Ability to work collaboratively within a team and across functional areas, adopting a flexible working style.