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Job description

The Organisation:

Work Based Learning (WBL) forms a significant part of the University of Sunderland portfolio and includes the development of CPD short courses in addition to degree apprenticeships. The ESF project provides a unique opportunity to grow existing provision and support businesses with workforce skills development within the North East. This post is part of the WBL team within the Enterprise and Innovation Directorate and plays a supporting role in the administration of this portfolio.

Main Purpose of Role:

Responsible for providing administrative support to ESF Work Based Learning provision within Enterprise and Innovation.

Key Responsibilities and Accountabilities

The candidate needs to be dynamic, hardworking and a self-starter. To undertake the role successfully the post holder will be required to work under their own initiative and will have a range of different projects so multi-tasking is essential. Due to the commercial nature of the ESF project maintaining a high level of customer service and attention to detail is essential.

The candidate will have to work with colleagues from across the department and at an institutional level to enhance operational processes and integration in support of ESF requirements. Develop strong relationships with both internal and external stakeholders to ensure excellent levels of service delivery. Due to the flexible nature of ESF programmes the candidate will have to be prepared to work to tight deadlines, respond to enquiries and queries quickly and professionally and maintaining service delivery KPIs across the project.

Responsibilities/key duties

• The develop effective working relationships with internal and external stakeholders

• Provide administrative support across the range of ESF programmes which includes:

• Ensuring requirements are adhered to by internal services e.g. student journey, registry and planning and finance;
• Ensure compliance with approved processes for admissions, registration, periodic review and assessment;

• Responsible for the co-ordination and monitoring of activities for ESF programmes in accordance with the ESF contract and university procedures in a timely manner including:

• Applications and registrations
• Invigilation, examination support, distribution of programme timetables
• Booking teaching rooms
• Assisting in SITs functions, using own initiative to check with SITs to ensure accuracy
• Produce documents in line with quality guidelines/templates e.g. delegate handbooks, academic CVs, employer handbooks, SITs forms.
• To work closely with Academic Programme Leads to ensure they have all course materials, programme handbooks, timetables and any other programme specific activities;
• Input data to CMIS, propose solutions to room booking scenarios, liaise with timetabling colleagues to ensure that rooms are effectively managed, escalate complex timetabling problems;
• Run attendance monitoring reports as required, review and compare agreed data sets to identify trends and problems;
• Assist in the management of the University’s Virtual Learning Environment (VLE), including the delivery of teaching materials and online assessments for all on and off campus programme students. To assist with queries arising from student access to the VLE system;
• Provide administrative support for PRSB quality approval events for corporate provision, including creation of agenda, distribution of papers, assembling documentation, meeting minutes and providing feedback to Faculty and WBL teams;
• Work in line with GDPR policies;
• Raise invoices for provision where required;
• Allocate hours for academic tutors through allocate system

• Implementing and enhancing customer service processes, ensuring a high quality and positive client and student experience at all times;

• Support with the implementation of processes for all WBL ESF programmes within the University;

• Support with the tracking of student progress from initial programme development and approval through to enrolment, delivery and end point assessment, and highlight any issues/chase progress across the University;

• Co-ordinate and attend events to promote WBL ESF programmes;

• Be the main point of contact for any queries and respond in a timely manner to enquiries from employers, students apprentices and internal colleagues;

• Meetings in the form of pre-meeting co-ordination (inviting attendees, booking meeting rooms, arranging refreshments / hospitality, circulation of minutes, agendas, assembling and circulating papers);

• Support the undertaking of student and service evaluation for all WBL ESF programmes including development and distribution of evaluative surveys, collation of data and ensure completion by all students;

• Support with the consideration and recommendation of changes to current processes based on colleague suggestions and experience of WBL ESF programmes;

• Assist with the liaison with faculties and services to ensure processes are followed in a timely and effective manner;

• To manage any shared email accounts, providing replies or consulting further as necessary;

• To support the team in the organisation of events and conferences relating to WBL ESF provision;

• To undertake any other administrative duties and responsibilities for WBL ESF provision appropriate to the level of responsibility, as determined by the Manager

Special Circumstances:

The role holder is required to have a flexible approach to working arrangements, specifically the ability to travel and attend project sessions as and when appropriate. The ability to take flexi-time may be restricted at certain times dependent upon business demand.

Essential and Desirable Criteria:

Essential

Qualifications and Professional Memberships:

• Educated to A-level or equivalent or possess significant relevant professional experience within a similar role.

Knowledge and Experience:

• Demonstrable experience of providing customer facing support to a range of internal and external customers and stakeholders, face to face, via telephone and via email.

• Ability to use own initiative and multi-task, maintaining professionalism at all times.

• Must have excellent communication skills and be able to communicate in a professional, calm and friendly manner at all levels, even when under pressure.

• Demonstrable diplomacy skills between various levels of an organisation.

• Proven experience of working within a role that requires effective planning and organisational skills, strong attention to detail and an ability to negotiate, persuade and influence.

Desirable

Qualifications and Professional Memberships:

• First degree

Knowledge and Experience:

• Previous experience of work in Higher Education and in particular within a customer engagement role.

To Apply:

This role is temporary for 3 months with a possible extension until December 2023.

Please submit a comprehensive CV and Covering Letter ensuring to include the reference number UNI4/JC/529

Please ensure you give a detailed account of your skills and experience and how you meet the stated criteria of the role profile.

Job Type: Full-time

Salary: £23,427.00-£27,399.00 per year

Experience:

• customer facing: 1 year (preferred)
• IT support: 1 year (preferred)

Work Location: In person

Application deadline: 07/05/2023
Reference ID: UNI4/JC/522