Student Services Officer Glasgow, Scotland
University of Glasgow
Full Time
Glasgow, Scotland
23715 - 27929 GBP ANNUAL Today
Job description
Job Purpose
The post holder will be part of a team of staff, reporting to the Student Services Enquiry Team Leader, providing support for students within the Fraser Building.
The Student and Academic Services directorate work together to deliver our services in an integrated way, and the front facing Student Services Enquiry Team are focused on providing innovative student centric services. Team members are the first point of contact for existing students, prospective students, graduates and other visitors or service users and provide a friendly, responsive, professional, and efficient customer focused service.
Team members are required to develop an excellent knowledge of all Student Services and issues affecting students. All team members ensure that services are delivered to high standards, fit for purpose and add value to the student experience, recognising the needs of all groups using the service.
Main Duties and Responsibilities
1. To be the first point of contact for students in the Fraser Building and to provide information on all other Student Services. In addition there is an expectation that support and enquiry resolution may be provided at satellite positions across all University of Glasgow campuses as determined by enquiry demand and the work rota.
2. To deal with enquiries, provide advice and information on a wide range of University services and refer to information and web based services available. This will require a detailed knowledge and understanding of all Student Services and relevant software systems, policies and all the processes associated with the full student lifecycle. Contact with students will be in person and by telephone, and on the enquiry helpdesk system.
3. To assess the needs of each student using the service so that their enquiry or problem can be dealt with and fully resolved at the first point or, if that is not possible, referred to the appropriate specialist within or outside of the directorate.. This will require the exercise of initiative and judgement to resolve issues.
4. To liaise regularly with all Student Services to ensure that knowledge of services is up to date and to keep abreast of issues such as particular service campaigns, changing policies, important dates and other information relevant to students.
5. Ensure that team targets are met and ensure that service is delivered in accordance with established service level agreements (SLA’s).
6. To carry out transactions such as provision of certifying letters, council tax forms, bank letters, distributing financial aid cheques, issuing duplicate ID cards.
7. To contribute to the development and maintenance of resources for students and information on the web/social media platforms including pro-actively encouraging students to use the self-service information and resources available.
8. Attend training courses and undertake on the job training and development to continually develop the knowledge and skills required in the post.
9. As with all members of staff in Student Services, staff will be expected to assist with other duties in any of the Student Services located in the Fraser Building as required.
Knowledge, Qualifications, Skills and Experience
Knowledge/Qualifications
Essential:
A1 SCQF Level 7 (HNC, V3, Higher or equivalent) with experience of personal development in a similar role.
A2 Broad understanding of Student Services, University policies, systems and processes and student issues.
A3 Detailed knowledge of at least one Student Service and the relevant processes, procedures and software or notable experience in a customer facing role.
Skills
Essential:
C1 Excellent customer service skills.
C2 Ability to communicate effectively and to respond with understanding to student needs with sensitivity, tact and awareness of cultural diversity.
C3 Ability to explain information and procedures clearly and express yourself in articulate, easy to understand language.
C4 Effective listening and questioning skills.
C5 Ability to understand and interpret student needs in a sympathetic manner.
C6 Ability to provide the information or service required or to refer in an appropriate way to specialist colleagues.
C7 Excellent interpersonal skills to develop and maintain rapport with students and effective working relationships with Student Services colleagues.
C8 High level of IT skills – experience of using standard desktop applications and the capability of further developing IT skills to use specialised software applications.
C9 Excellent team working skills – ability to develop and maintain co-operative relationships, demonstrating a team spirit in working to continually enhance services.
C10 Self-motivated, enthusiastic and diplomatic.
C11 Ability to assess situations and use initiative and judgement to resolve issues independently and make informed decisions effectively.
C12 Well developed analytical and problem-solving capability and proven ability to plan, organise and prioritise work.
Desirable:
D1 Excellent customer service skills.
D1 Excellent customer service skills.
D2 Experience with Ivanti or similar enquiry management helpdesk system.
D3 Experience with MyCampus or similar student records system.
Experience
Essential:
E1 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.
E2 Experience of at least one Student Service or Customer Service role in a high paced environment with a range of enquiries.
Terms and Conditions
Salary will be Grade 5, £23,715 - £27,929 per annum.
This post is full time (35 hours per week) and open ended.
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.
