Job profile

The University has a strong commitment to diversity and this means actively helping staff to combine work and home life effectively. The University recognises the importance of maintaining a healthy balance between work and other aspects of life and offers a comprehensive including a career break scheme.

We are proud to have a number of Equality and Diversity staff Networks including: , , , ,

Job details

Job titleStudent Information Team Senior Adviser, Academic Section Job referenceREQ04898 Application closing date25/07/2021 LocationColchester Salary£22,417 – £25,941 per annum Employment typePermanent, Full-time Job category/typeProfessional Attachments Job description

Department

The Academic Section is part of the University’s Professional Services and is headed by the Academic Registrar. The Section is responsible for managing all aspects of student and academic administration in partnership with Departments, Schools and Faculties. The Section plays a central role in delivering the University’s commitment to excellence in education across the institution through the development and implementation of the University’s Education Strategy, including the annual Education Action Plans, leading the delivery of University-wide projects and the development, review and implementation of effective policy in support of the University’s academic mission. The Section is also the guardian of the student experience and leads, promotes and embeds the institutional commitment to putting students at the heart of everything we do.

Working in partnership with the Academic Registrar’s Office, the main directorates of the Academic Section are: Academic Services and Student Life.

The Academic Services directorate is responsible for delivering effective, responsive and customer-focused academic services across the University, specifically relating to student records and progression, students systems and data, student assessment and graduation, quality and academic development, incoming and outgoing study abroad, higher and degree apprenticeships, academic partnerships and the postgraduate research framework. It also leads the operation of the institutional academic governance structures, including the operation of the Senate and its sub-committees.

The Student Life directorate draws together key elements of the student experience, particularly those relating to the educational aspects of student life and student success. This includes Student Support (including wellbeing, accessibility services, residence life, student finance, chaplaincy, the Student Services Hub), Careers Services and Student Engagement.

Duties of the Role

You will work in the Student Services Hub in the Silberrad Student Centre, which is part of the Student Life directorate. The Student Information Teamprovides a frontline enquiry service dealing with initial queries from students on a wide range of subjects including:

  • Accommodation
  • Course administration
  • Money matters and funding
  • International student enquiries
  • Health, wellbeing and disability services
  • Official documentation
  • Increasingly the service also deals with queries that need to be accurately referred to services outside the SSH.

    All this means that in any one day you might be advising a student who wants to move flats; telling a student about scholarship deadlines; helping to explain the appeals process to a student; taking a payment; or booking a distressed student into a meeting with a member of the wellbeing team.

    You will be dealing with students in person at the Information and Support Desks as well as answering phone and email queries. You will also be working with a lot of different IT systems to find information to help answer students’ queries and to record interactions. You will need to have a flexible approach to your work, as the nature of this role involves working on different desks in a working day.

    Skills and qualifications required

    You will help us ensure that the Student Services Hub retains a reputation as a welcoming and friendly place for students to contact with a wide range of queries, utilising your excellent customer service and communication skills.

    The Student Information Team Senior Advisers will have a good understanding of higher education and knowledge of the issues facing current students. You will have experience of producing and delivering training to ensure that staff are keep up to date.

    You will be a quick learner who is able to develop and maintain a broad base of knowledge about how things work at Essex, and someone who takes pride in providing accurate and helpful answers to students’ queries.

    The Student Services Hub is a busy environment and you will be used to working with the minimum of supervision and using your initiative to identify and solve problems as arise.

    You will be able to respond appropriately to people in emotional distress, stay calm under pressure and have a positive and pro-active attitude towards your work

    At the University of Essex, internationalism and diversity is central to who we are and what we do. We are committed to being a cosmopolitan, internationally oriented university that is welcoming to staff and students from all countries, faiths and backgrounds, where you can find the world in one place.

    To support this commitment we have our , a staff-led network that promotes and celebrates the rich cultural diversity among Essex staff, and our Colchester campus based , which hosts regular services, meetings and events organised by our chaplains and faith representatives.

    Please see the attached job pack, which contains a full job description and person specification which outlines the full duties, skills, qualifications and experience needed for this role plus more information relating to the post. We recommend you read this information carefully before making an application.

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