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The postholder will provide the full range of administrative services within Wellbeing & Inclusion which incorporates the Counselling Service, Disability Service and the Chaplaincy. They will deliver frontline services providing all service users with professional and sensitive help and information, undertaking the role with a high degree of discretion and diplomacy and with the capacity to maintain strict confidentiality at all times. Administrators will also have the emotional capacity for the containment and empathy needed to deal on a regular basis with troubled and troubling individuals calmly and effectively.

1. To work with minimum supervision regarding all office administration and clerical duties and systems to ensure the smooth running of the office; recording and processing correspondences, processing client case files and general administrative work. To monitor service mailboxes and telephone lines and respond to general enquiries relating to provision within the Wellbeing & Inclusion team. To identify and escalate matters requiring senior level input and to ensure that enquiries are dealt with in a timely manner.
2. To assign appointments to students in person, by telephone or by email and to synchronise staff appointment diaries accordingly. To undertake reception duties including greeting arrivals, handling incoming queries, taking delivery of mail, dealing with cancellations and appointment rescheduling.
3. To provide a calm, professional and sympathetic frontline service to all students, parents, staff and other customers, acting as the first point of contact to ensure that potentially emotionally charged situations are contained and that a positive image of the service and university is created and maintained.
4. To provide clear information and advice for students, parents, staff and other customers directing them to sources of practical help so that they can make confident and effective use of them, while being mindful of departmental policies and procedures, for example, confidentiality and data protection.
5. To process and register student referrals, alerting other team members to potential problems so that clients receive prompt help appropriate to their individual needs.
6. To retrieve student data from the university's student record system MyCampus, and to input data to the department's bespoke databases (CORE NET and Target Connect) ensuring accurate and comprehensive client data collection. To produce accurate statistics of the year's activities for the service's annual report and report trends and conclusions to the Head of Service.
7. To monitor and maintain service webpages and print materials ensuring easy access to up to date information and self-help materials. To research, assess and order new and updated materials for the service as required.
8. Prepare documents, presentations and other materials to a clear brief, using established formats and standard software packages.

9. To collate information for FOI requests ensuring timely and accurate responses.

10. To raise and approve requisitions, pay invoices, issue goods received notes and carry out other financial processing using the Agresso financial software.

11. To support new colleagues when they join the team, sharing knowledge and role information.

Other The service can operate up to 20:00, so flexibility in hours of work will be required.

A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role, or, Scottish Credit and Qualification Framework level 5 or 6 (National 5 or 6 in English and Maths, Scottish Vocational Qualification level 2 or 3 in administration) or equivalent, and experience of personal development in a similar role.

A2 Good knowledge of all Microsoft Office software.

A3 Knowledge of wellbeing and disability related issues affecting students in Higher Education.
A4 Understanding of relevant health and safety policies and procedures relative to this type of role, and the quality standards and outputs required.

A5 Knowledge of the Data Protection Act and working with confidential information.

B1 Knowledge of university systems e.g. T4 Web Publishing System, My Campus.

B2 Knowledge of the University's student support landscape.

B3 COSCA Counselling skills certificate or equivalent.

B4 Knowledge of the DSA process.

C1 Ability to work collaboratively within a team.
C2 Excellent interpersonal and communication skills (both written and oral) and a willingness to develop these through new learning.

C3 Advanced listening skills and a developed sense of empathy.
C4 Ability to maintain role and appropriate boundaries with student clients, staff colleagues and other customers and also strict confidentiality.

C5 Ability to work under emotional as well as time pressure, whilst maintaining accuracy of work through attention to detail.
C6 Proficiency in use of financial record keeping systems such as salary forecasting and financial auditing system.

C7 Ability to plan organise, prioritise and/or schedule work days and weeks ahead, and to respond to changing pressures or requirements.

D1 Ability to use Excel functions including the use of formulae and pivot tables.

D2 Familiarity with accounting and finance software.

Experience

Essential:

E1 Evidence of relevant work experience preferably within a Higher Education, setting or in a clinical counselling/psychology department or service.

E2 Specific/demonstrable experience of working sensitively and effectively with a range of customers.

E3 Experience of daily frontline reception work within a busy office environment.

E4 Experience of prioritising day to day tasks, managing competing priorities and working to deadlines.

E5 Experience of producing statistical information and replying to freedom of information requests, auditing function and creating reports.

E6 Experience of working as part of a team.

F1 Experience of Agresso Finance System.

F2 Experience of operating an online appointment booking system.

Salary will be Grade 4, £22,197 - £24,715 per annum pro rata.

This post is part-time (17.5 hours per week), and open ended.

Shift Pattern: Monday and Tuesday 9-5, Wednesday 9-12.30

As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.