• Full Time
  • Anywhere

Job Description

  • To provide ongoing support to all Student Advice Centre staff and manage on a daily basis the resolution of all enquiries to staff in relation to individual student enquiries and enquiries from all stakeholders. Continued support to new staff and temporary staff must be given to ensure staff are confident and knowledgeable.
  • To be responsible for maintaining service recovery and Level 1 complaint management for the Student Advice Centre by responding to ‘at risk’ student queries. Investigating both positive and negative feedback given by students and prospects and acting accordingly. To further investigate and identify trends in enquiries/feedback and find ways to improve services/information to reduce enquiries or negative feedback.
  • To supervise the training of all Student Advice Centre staff members and organise a schedule cross training across the departments student lifecycle.
  • To deal with a wide range of often complex correspondence through a variety of platforms including SID, Salesforce, Live chat, email and telephone.
  • To co – produce with the Head of Student Advice Centre a report for Annual Programme Reviews across every programme offered, providing statistical analysis and summary for improvement in student communication on that programme.
  • The Successful Applicant

  • Supervisory skills and ability to train and guide staff in multi-layered areas of work. Able to explain complex and intricate regulations and structures with clarity and concision.
  • Previous experience -or other demonstrable ability to be immediately effective in undertaking -work in a busy and challenging environment, including generation of own correspondence.
  • The work is characterised by frequent interruptions and by pressure and volume of work, so it is important that the postholder is demonstrably able to complete work to high standards in such an environment, undertaking several tasks simultaneously and to meet deadlines while working under pressure without sacrificing loss of accuracy or patience.
  • It is necessary for the postholder to possess the ability to research, collate and understand data and new information quickly and effectively.
  • A strong personal commitment to the provision of a quality service combined with understanding of the need to adopt a friendly, welcoming, helpful and sympathetic manner and the ability to deal effectively, easily and confidently with individuals at all levels and from a variety of backgrounds, whether by phone, in writing or in persons therefore essential.
  • Works effectively both independently and as part of a team, adopting flexible techniques to managing staff as required.
  • Discretion and diplomacy in the handling of confidential/sensitive data. An understanding of working with a diverse student body and environment.
  • Previous experience of working in or providing an information service within the University sector or a similar environment would be a distinct advantage.
  • Managerial experience – including line management.
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