UNIVERSITY OF EAST LONDON STUDENTS’ UNION
JOB PROFILE
Job Description
Job Title: Adviser Reports to: Advice Service (maternity Manager cover) Band: A Hours: 1 FTE Salary Range: £21,500 - Salary: Pending Experience £24,000
Department: University of East Effective Date: 1.8.16 London Students’ Union Direct None Reports:
Job Purpose
The post-holder will provide impartial advice and advocate for individual students on academic issues affecting UEL students. The post holder will be required to negotiate with University staff on issues relating to academic matters. The post-holder will be responsible for developing the academic advice service at both campuses, provide statistics and other useful information on the issues affecting UEL students. The post holder will be expected to maintain high standards of customer care and adhere to UEL Union’s policies and procedures for the provision of advice.
Principal Accountabilities
Duties and responsibilities
1.0 Academic advice / Housing advice
* To provide a confidential, impartial, non-judgemental sometimes complex advice in person, via email and telephone.
* To provide advice on a range of academic issues including appeals, extenuation, complaints, assessment offences, hearings and any other matters affecting the academic life of students at UEL.
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* To provide advice on Housing issues such as contract checking, deposits, inventories, guarantors, repairs, council tax, gas safety, moving out, eviction, homelessness etc.
* To provide representation and advocacy at internal and external hearings especially in regard to disciplinary/academic appeals/academic misconduct school meetings and panels.
* To maintain accurate and comprehensive casework notes and keep accurate statistics of client numbers and work completed using our case management system.
* To maintain strict client confidentiality at all times and to abide by the UEL Union’s confidentiality policy.
* To maintain case files and to adhere to deadlines and closing dates as appropriate. To review and monitor own case files on a regular basis.
* To make referrals to departments within UEL such as Health & Wellbeing, Student Money Advice & Rights Team (SMART), International Student Advice (ISA) the HUB and external agencies such as Shelter and Citizens Advice Bureau as and when necessary and in line with UEL Union’s working practices.
* To advise students throughout the process of taking complaints to the Office for the Independent Adjudicator (OIA).
* To monitor the academic/housing advice email service to students on a regular basis and to respond in a timely manner.
* To liaise with UEL’s student services department on matters affecting students with disability needs to ensure development of good practice in areas affecting such students.
* To assist the Advice Service Manager on projects and matter of policy with university schools and services and other external agencies as and when required.
* To ensure that appropriate systems of work such as pro forma emails and forms are created and updated as and when required.
* To maintain the system for collecting statistics of client contacts, nature of enquiry, outcome of enquiry and equal opportunities data.
2.0 Occasional Duties
* To assist with producing written information including leaflets and handouts for publication on UEL Union’s website and for general use within the University.
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* To attend appropriate meetings and committees as and when required by the Union, particularly with relevant staff from the university schools and services.
* To provide support/ information to student officers as requested by the Advice Services Manager.
3.0 Knowledge
* To develop knowledge of academic issues related to Higher Education and university policies and procedures and to provide advice on such matters.
* To develop knowledge of changes to Housing Law, particularly in the private sector.
* To undertake training in furtherance of the above.
4.0 Quality assurance
* To assist in research and work with other Union staff and officers to produce documents in support of quality assurance at the University.
* To assist in research in support of Union submissions for institutional audits, developmental engagements, integrated quality and enhancement reviews and other reviews as required.
* To assist in research concerning academic regulations, offenses and feedback from time to time.
* To promote relevant University and Union surveys.
5.0 Student satisfaction and communication
* To support and develop communications between the Union and students on academic matters by producing leaflets, online support and other information materials.
* To monitor student satisfaction of clients and stakeholders of the academic advice service.
6.0 Ethical and environmental standards
* To promote the highest standards of ethical and environmental behaviour, ensuring that the Union is endeavouring to reduce its impact upon the planet.
7.0 Customer care
To provide a service efficiently and effectively whilst maintaining good quality advice.
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* To assist the Advice Service Manager in managing demand and student expectations by listening to student feedback and making improvements to the service.
* To ensure that systems are employed to ensure that the highest operational standards of health and safety are met.
* To treat students, staff and visitors in a friendly and polite manner and do everything reasonably possible to meet stakeholders’ expectations.
* To respond to student feedback, whether positive or negative, in a courteous, efficient and timely manner.
8.0 Health and safety
* To ensure that UEL Union’s Health and Safety Policy is adhered to at all times.
* To ensure that Health and Safety legislation is adhered to at all times.
* To ensure the health and safety of students, staff and visitors at all activities arranged or supported.
* To act as a first-aider, once qualified.
9.0 Other duties
* To attend appropriate meetings / events as and when required by the Union for example AGM, fresher’s fayre.
* To abide by UEL Union’s Constitution, policies and procedures at all times.
* To contribute to the positive image of the Union with students, the University and the local community.
* To undertake other tasks and responsibilities compatible with the level and nature of the post as required by the Advice Services Manager from time to time.
* To carry out the above duties at the Docklands and Stratford campuses and other sites as necessary.
Training and professional development
UEL Union considers regular and ongoing training as essential to job satisfaction and career development. It is expected that the post-holder will be offered the opportunity to participate in training that is relevant to his/her duties and the post-holder will be expected to undertake such training as may be reasonably practicable.
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Notes
The nature of the post will, at times, require additional commitment over and above normal office hours. Time off in Lieu is offered to offset these hours.
This job description does not form part of your contract of employment.
Person Specification
Essential Desirable Tested at Tested at interview application Qualifications Graduate level qualification or equivalent X X AdviceUK learning to advise or equivalent X X Generalist Health and Safety qualification X X Basic first aid certificate X X Experience Proven experience of working in an X X X advice/information giving environment e.g. CAB or independent advice centre Experience of dealing with complex issues X X X Experience of maintaining accurate and X X X comprehensive case records Experience of representing clients at X X X panels or hearings Experience of the effective use of IT in X X X communication A track record of forging successful X X X partnerships with a range of internal and external stakeholders Experience of assisting with project X X X development Knowledge Understanding of structure of students’ X X unions and how they operate. A comprehensive knowledge of academic X X X systems within higher education and best practice in quality assurance A thorough understanding of best practice X X X in delivering services within a confidential setting Skills A competent user of IT, particularly X X X Microsoft Office suite and online content management systems Excellent verbal and written X X X
Page 5 of 6 Page 6 of 6 communication skills, with the ability to relate to people at all levels Sound judgement and ability to handle X X competing priorities A confident and resourceful individual X X X who can operate in a challenging environment The ability to negotiate confidently with X X X stakeholders Values/attitudes Evidence of commitment to Continuing X X Personal and Professional Development A leader on equal opportunities who X X values diversity and removes barriers to equality Demonstrate an understanding of and X X commitment to UELSU’s purpose and values A flexible and adaptable approach to work X X A strong commitment to delivering an X X excellent service
November 2016
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