Responsibilities

To act as the first point of contact for students visiting the Student Centre; to provide advice and guidance across a broad range of subjects including financial support, accommodation, and basic immigration issues. To deliver a pro-active, professional service which is responsive to the needs of students, and to work closely with a range of central and School staff to enhance the support of students across the institution. To deliver and maintain a high level of customer service.

  • To receive and answer queries from students, the general public and colleagues within the institution: Respond to enquiries that are made (predominantly face to face) by students, the general public and colleagues who visit the Student Centre in person. This task is not about carrying out receptionist duties, but requires the post holder to use listening skills in order to clearly interpret enquiries, analyse potential underlying issues, and take action to find a resolution. Under the direction of the Senior Student Adviser (who organises work rotas and rotation of duties for the front-line Adviser team), to answer telephone and email enquiries.
  • Log all interactions with students and other relevant parties using the Student Centre’s Enquiry Management system. Input and maintain accurate information on the Enquiry Management system relating to contact with students and other parties, including classification of types of enquiries received, how issues were resolved and/or any referrals or appointments with specialist support staff booked. 
  •  Take cash payments from students for ID cards: Conduct cash transactions for replacement student ID cards or refer students to the web for purchase of a replacement student ID card. Payment transactions to be recorded and accounted for manually. The post holder is responsible for the safe storage of cash and other payment documentation, and for reconciling their till at the end of each shift.
  • In Person Registration: Actively participate in the registration of new students at the start of each academic year and sporadically throughout the rest of the academic year. For international students, to complete the in-person registration process in line with Home Office requirements and upload relevant documents as required by the Visa Compliance team.
  • Chatbot & Live Chat: Be responsible for updating the Student Adviser team’s Chatbot and take part in delivering allocated Live Chat sessions.
  • Run analysis reports from the Enquiry Management system to shape feedback for the service.
  • Person Specification

    To act as the first point of contact for students visiting the Student Centre; to provide advice and guidance across a broad range of subjects including financial support, accommodation, and basic immigration issues. To deliver a pro-active, professional service which is responsive to the needs of students, and to work closely with a range of central and School staff to enhance the support of students across the institution. To deliver and maintain a high level of customer service.

  • Qualifications: Degree (or equivalent)
  • Excellent knowledge of the broad Higher Education environment, particularly in relation to student support services and the student experience
  • Experience of using initiative and creativity to resolve problems, identifying appropriate and practicable solutions
  • Experience of planning, prioritising and managing own workload, and proactively working with others to achieve departmental objectives
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