Operations Coordinator, Student Information Centre United Kingdom
Job description
Previous candidates need not apply.
Permanent, full-time position, 36.5 hours per week.
365 days of the year. Shifts between 07:00 – 23:00, 5 days over 7.
You will be responsible for providing exceptional customer service to our 25,000 students and 100,000 conference delegates throughout the year.
You will be involved in the check in and check out of a high volume of customers, providing assistance, answering general enquiries and rectifying issues should they arise. You will also be responsible for the monitoring of all keys, receiving and processing large payments, handling bookings and other general administration duties.
You will be part of a friendly team in a fast-moving, professional department,
The role will require you to possibly provide cover over two reception desks at certain times of the year and as such experience of successfully working in a busy, customer-focused environment and of supervising a small team of staff is essential. Hotel and/or Student Finance experience would also be an advantage.
Current shift patterns are as follows but these are subject to change due to business levels. You will be allocated shifts on a rota basis in line with the below.
Term Time Shifts Hours:
Weekdays 08:00 – 16:00, 12:00 – 20:00, and weekends 10:00 – 18:00.
Vacation Shift Hours.
Mon – Sun 07:00 – 15:00, 15:00– 23:00.
Starting Salary is £24,715 pa.
Salary - employees normally progress by one spinal point each year until they reach the highest point in the grade.
Interview dates: w/c 15 May 2023
Job Description
To provide first point of contact for the University, the Student Information Centre and Warwick Conferences Reception. Responsible for the implementation and operation of all administrative services within the team, by providing a professional reception service to over 25,000 students and 100,000 conference delegates throughout the year. To supervise a support team of Operations Assistants. To personify the best possible image of the University through providing exceptional customer service.
DUTIES AND RESPONSIBILITIES
Reception Duties
- To provide appropriate services to all users of the service face to face, telephone or via computerised system and directing appropriately taking confidentiality and GDPR into consideration.
- Providing first line support and taking the appropriate action to manage incidents and make decisions out of hours for students showing signs of distress or anxiety etc. also dealing with customers who have complaints or need help and deciding best courses of action during evenings, weekends and when the University shuts down.
- Accountable for assessing the level and type of response required from the enquirer and use judgement and expertise to decide on the appropriate help (e.g., assessing aggressive behaviour and escalating appropriately).
- Responsible for the supervision of up to 35 temporary staff and managing specific aspects of their on-the-job training & development, also responsible for allocation of work to the temporary staff whilst at the same time dealing personally with up to 100 enquiries a day (in person, email & telephone).
- Providing relevant up-to-date information in response to miscellaneous requests and enquiries (e.g., advising an international student on opening a bank account).
- Retrieval of student information via SiTs for all members of Warwick Accommodation, Student Finance, etc. as required.
- Responsible for initiating and making decisions regarding complaints or emergencies and exercising judgement in taking appropriate action.
- Using Kinetic Student to check in students into their assigned accommodation campus or off campus throughout the year.
- To be front line reception for all conference delegate accommodation bookings on behalf of Central Campus Venues during Easter and summer vacation. Using Kinetic Residential/ Conferencing to check in up to 1200 delegates per day. Plus, all management and triage of all conference delegate queries using training and expertise to decide on the appropriate response.
- Creating academic references for external companies via email request using the SiTs Production and SiTs Archive systems in accordance with GDPR requirements.
- Creating status letters for students for Council Tax purposes, opening bank accounts, Visa/Travel requirements; checking travel documents when necessary.
- Working on behalf of International Office out of the department’s office hours, being responsible for dealing with any immigration related queries.
- Producing landlord references for private estate agencies for those students opting to live off campus in private accommodation.
Systems and Information
- Utilising the current software systems, ensuring all systems are working effectively. (Kinetic, SiTs, eVision, SALTO, Membership Interface etc. reporting any issues to appropriate department or deputy manager.
- Responsible for the maintenance, recording and monitoring of confidential details (Vacation Accommodation) overseen by the Operations Deputy Manager - Student Information Centre.
- Keep all on/off campus bedrooms keys (7000 campus room, 63 off campus rooms), Residential Community Team keys (30 RCT rooms) secure and to issue and record when distributed.
- Preparing electronic key cards required for conference arrivals, student vacation accommodation daily during Easter and summer vacations.
- Respond and monitor the email accounts for the Student Information Centre, Student Records, Warwick Conference Reception including assessing the level and type of intervention required from the enquirer, using judgement and expertise to decide on the appropriate response/course of action.
Financial Administration
- Responsible for reconciling and banking of all payments, each day, all year round. Balancing daily revenue and preparing banking.
Office Duties
- Utilising the current software systems, Kinetic (student accommodation / delegate accommodation check in/out), SiTs, eVision (student records and finance), SALTO (electronic key access), Membership Interface (ID card system) to accomplish day to day tasks.
- Investigating on campus electronic key issues using the Salto system to locate and resolve the issue reported. Reproduce lost keys.
- Supporting and building relationships with different departments (for example, Wellbeing Student Support, Residential Community Team, Student Funding and Finance, Admissions, Community Safety Team, Warwick Accommodation, Warwick Event Manager, Campus Cleaning Services) regarding enquiries received via telephone, email, or face to face.
- General clerical duties including photocopying documents and signposting visa issues when necessary.
- Reproducing lost ID cards for all staff and students using the membership interface system.
- Support and work with temp staff regarding general reception processes.
Additional Duties
- Training of all new temporary coordinators staff and sign off training records.
- Working alongside and supporting other administrative support during busy times of the year when additional resource is required.
- Representing the Student Information Centre during University Open Days and Departmental Open Days ensuring that prospective students and parents are aware of the services offered by the University.
Our main desk within Senate House is probably unique in the hospitality industry in its scale, scope, and variety. Behind the Student Information Centre desk, we hold keys to the 7479 bedrooms on campus and 63 rooms off campus.
The post holders provide crucial support and exceptional customer service to all students, conference delegates and staff at Warwick University, supporting and dealing with several situations. The nature of job requires shift work, weekends and unsociable hours 362 days of the year and making decisions in the absence of the management team out of hours.
Part of a friendly team in a fast-moving, professional department, you’ll draw on a range of IT and communication skills to provide a host of reception and administrative services. Providing cover over two reception desks at certain times of the year will require you to have worked successfully in a busy, customer-focused environment and have experience in supervising a small team of staff. Hotel plus Student Finance experience would also be an advantage.
Salary: Per Annum
Payment: Monthly in arrears by credit transfer into a bank or building society account.
Hours: hours per week – Monday to Sunday. Shifts will vary so you will need to be flexible enough to work between 07:00 to 23:00.
Annual leave: 26 days per year plus an additional 12 days
Bank and Customary days or days in lieu
Probationary period: 12 working weeks.
For further information about the University of Warwick, please read our University Further Particulars.
For further information about the department, please visit the departmental website.
Warwick is committed to building an organisation of mutual respect and dignity, promoting a welcoming, diverse and inclusive working and learning environment. We recognise that everyone is different in a variety of visible and non-visible ways, and that those differences are to be recognised, respected, and valued. Where possible, we go beyond legislation to provide a place where everyone can thrive, supporting all staff to achieve their full potential. We aspire to remove economic, social and cultural barriers that may otherwise prevent people from succeeding.
We therefore welcome and encourage applications from all communities regardless of culture, background, age, disability, sex/gender, gender identity or expression, ethnicity, religion/belief, or sexual or romantic orientation. To find out more about our social inclusion work at Warwick visit our webpages here.
The University of Warwick holds an Athena SWAN Silver award; a national initiative to promote gender equality for all staff and students. Further information about the work of the University in relation to Athena SWAN can be found at the following link: Athena Swan (warwick.ac.uk)
The University of Warwick is one of the six founder institutions of the EUTOPIA European University alliance, whose aim is to become by 2025 an open, multicultural, confederated operation of connected campuses.
Right to work in the UK
If you do not yet have the right to work in the UK and/or are seeking sponsorship for a Skilled Worker visa in the UK points-based immigration system please click on this link which contains further information about obtaining right to work in the UK and details about eligibility for sponsorship for a Skilled Worker Visa.
Rewards and Benefits
Benefits include Contributory Pension Scheme, Uniform. Please refer to this link for a full list of our employee benefits here at Warwick here.
