Student Centre Coordinator (Student Enquiries) London, England
Job description
About us
Student and Registry Services are responsible for providing services to all students throughout their time at UCL and for supporting academic departments and administrative staff in delivering a high-quality student experience. We also play a key role in co-ordinating UCL's governance processes and academic quality assurance operations. UCL Student Support and Wellbeing Services (SSW) provides information, advice and welfare support for all registered students, including delivery of related student events.
About the role
The Student Enquiries Centre Team are a customer services excellence accredited service and sit within the UCL Student Support and Wellbeing division providing information, advice and support to all registered students and recent graduates.
- The post holder will be responsible for the day-to-day management of the Student Enquiries Centre.
- This includes managing our in-person, telephone, and online enquiries through UCL’s Student Enquiry and Case Management system.
- They will also be required to maintain a comprehensive knowledge of the work in all sections of SRS, in particular Student Records and Student Support and Wellbeing, to ensure that staff are kept up to date with issues, accurate information is provided, to support staff so that they can continue to provide a high level of customer service excellence.
- Student and Registry Services (SRS) are responsible for providing services to all students throughout their time at UCL and for supporting academic departments and administrative staff in delivering a high-quality student experience.
- They also play a key role in coordinating UCL's governance processes and academic quality assurance operations.
- UCL Student Support and Wellbeing Services (SSW) provides information, advice, and welfare support for all registered students, including delivery of related student events and activities.
- This appointment is subject to UCL Terms and Conditions of Service for Research and Support Staff.
About you
We are looking for an individual who has previous work experience in managing a customer focused team and has a genuine interest in supporting staff and students.
- The post holder should also have previous experience of using a student record and/or enquiry management system.
- We also seek an individual who prioritises customer care and wellbeing, taking a sensitive and diplomatic approach and can demonstrate that they can lead and motivate others.
- Individuals who apply for this role must be organised, resourceful and proactive, with an ability to lead on service development, projects, and customer insight activities.
- The Student Enquiries Centre is a fast-paced environment, and we are looking for staff who can work well under pressure, whilst remaining both supportive and tactful in high-pressure situations.
What we offer
As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:
- 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days)
- Additional 5 days’ annual leave purchase scheme
- Defined benefit career average revalued earnings pension scheme (CARE)
- Cycle to work scheme and season ticket loan
- Immigration loan Relocation scheme for certain posts On-Site nursery
- On-site gym Enhanced maternity, paternity and adoption pay Employee assistance programme: Staff Support Service
- Discounted medical insurance Visit https://www.ucl.ac.uk/work-at-ucl/reward-and-benefits to find out more.
A job description and person specification can be accessed at the bottom of this page .
If you have any queries regarding the vacancy or the application process, please contact Finola Gibson at [email protected].
The UCL Ways of Working for professional services supports colleagues to be successful and happy at UCL through sharing expectations around how we work – please see www.ucl.ac.uk/ways-of-working to find out more.
Our commitment to Equality, Diversity and Inclusion
As London’s Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world’s talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL’s workforce. These include people from Black, Asian and ethnic minority backgrounds; disabled people; LGBTQI+ people; and for our Grade 9 and 10 roles, women.
