• Full Time
  • Anywhere

JOB OVERVIEW

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. 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.

The coordinator will support the Head and Deputy Head of the Student Support Team, which includes task delegation, monitoring, resourcing and problem-solving.

KEY RESPONSIBILITIES

  • Day-to-day management of the student-facing services in the College which include (but are not limited to):
  • attendance 
  • welfare 
  • Safeguarding 
  • accommodation 
  • visas/immigration 
  • student finance (including, refunds, payments, debt chasing)
  • Virtual Reception maintenance and content creation
  • Monitoring of the quality of the above services and related procedures, and organising/providing training as required
  • Acting as a lead on specific areas, as agreed by the Head and Deputy of Student Support. This may rotate between team members on a regular basis. 
  • Ensuring professional and timely information and communication takes place with internal colleagues, related to welfare, attendance and Safeguarding issues
  • Ensuring professional and timely information and reporting is released to 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
  • Application and review of departmental policies and procedures such as: Attendance, visa enquiries, welfare management 
  • Engagement with Study Group marketing and prospective student visits, including presentations and contribution to marketing materials
  • Providing resources and support for other teams, as required 
  • Contribution to the Annual Report
  • Working on the Reception
  • Participation in any new staff recruitment and training process
  • Contribution towards team members’ professional review and development
  • Participation in the Emergency Phone Rota.
  • 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
  • Problem-solving

  • Ability to solve customer’s problems by thorough investigation
  • Ability to consider potential issues and put measures in place to deal with implications
  • Consistently 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 of Student Support in order 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
  • Supervision/Team Leading

  • Experience of leading a team or the supervision of a suitably complex task or project, which achieved a successful outcome
  • Experience in HR duties, such as delivering training and/or taking part in the recruitment process
  • Experience of making judgements on the administrative support requirements with the ability to choose an approach that coordinates the workload within the office
  • Ability to complete complex processes independently and to supervise the Student Support Team to follow instructions to achieve key deadlines
  • Ability to delegate activities and take responsibility for overseeing the successful completion 
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