POST: Student Services Information Officer - UCFB Wembley Campus

Student Services

JOB DESCRIPTION

SALARY/GRADE: £22,000 - £24,000

RESPONSIBLE TO: Head of Student Services

POST OBJECTIVES: Front line delivery of a friendly, professional, efficient and client focused information service to support student and staff administration and signposting needs and deliver an excellent student experience. Demonstrating a genuine commitment to excellent customer service and collaborative team-working, applicants will be expected to have proficient skills in using information systems, and be able to communicate effectively with staff, students, graduates and external visitors.

KEY TASKS:

1. Be the first point of contact on information desks across various services, and handling emails, phone calls, face to face, social media and instant messaging services.

2. Provide front line delivery of a professional and client focused service to students, staff and the general public; including: a. offering accurate and relevant advice and information, b. ensuring effective signposting of enquirers to appropriate services, c. maintaining accurate records of enquiries.

3. Maintain, as part of the Student Services staff team, a range of data systems to meet all anticipated requirements for: a. internal and external requirements, including reporting, monitoring and evaluation of services, b. strategic planning needs, c. student and staff needs;

HR document: Quality Directorate, job description 4. Produce, as part of the Student Services staff team, a range of effective information and guidance resources that promote the range of Student Services effectively to different client groups including newsletters, leaflets, posters and web-based materials. This will include maintaining Student Services related social media or student communication channels.

5. Providing general administrative support:

a. General office related and administrative duties to ensure the effective operation of Student Services and related activities, including Reception cover, Library support and service cover where required; b. Provide an efficient secretariat service to meetings of Student Services staff; c. Maintain accurate records relating to enquiries and support; d. Sport and Event coordinators, including facilities bookings and support with the hosting and arranging of events; e. UCFB Services where required, including Careers Service, Students’ Union and Sports Union; f. Disability Services; including managing appointments for both staff and external providers, compiling and distributing correspondence, making payments, raising invoices and maintaining financial records, making, managing and monitoring student support referrals and archiving of end of year student information.

6. Liaise with academic and professional service departments and third parties to provide a join-ed up service to students.

7. Deal with sensitive, confidential and personal student-related matters signposting and referring appropriately to relevant information sources and specialist services.

8. Maintain high levels of student satisfaction rates;

9. To undertake appropriate staff development and professional training in line with the business objectives of UCFB;

10.To work within the policies of Health and Safety and Equal Opportunities;

HR document: Quality Directorate, job description 11.To work flexibly and responsibly and undertake any other duties relevant to the level of the post.

Person Specification

HEI: UCFB Location: Wembley Campus

Department: Student Services Responsible To: Head of Student Services

METHOD OF REQUIREMENTS ESSENTIAL DESIRABLE ASSESSMENT *

1. Qualifications and Degree (or equivalent Suitable qualification in 1 Training qualification) customer relationship

2. Previous Work Relevant experience in a complex Experience of higher education 1 Experience public facing environment and student-focused issues 1, 2 & 4 Experience of working with students and staff

3. Specific Knowledge / Excellent communication skills Knowledge of the full range of 1,2,3 & 4 Skills / Abilities required MS software including MS Excel; Good time-keeping skills MS Word, MS Access and MS Outlook Ability to work on your own initiative

Effective team-working skills

Knowledge of issues surrounding confidentiality and data protection

Ability to work alongside peers and academic staff

4. Motivation / Attitude Professional approach to work 1,2 & 4

Reliable

Organisational Skills

Flexibility

Excellent interpersonal skills

Attention to detail

HR document: Quality Directorate, job description *1=Application form; 2=Interview; 3=Test/Presentation; 4=Documentary evidence; 5=Other (Please specify)

Terms and Conditions of Employment relevant to post

Job title: Student Services Information Officer (2 posts)

Hours: 8.30 – 5.00 pm full time

Salary: £22,000 - £24,000 depending on qualifications and experience

Work base: Normally, Wembley/Etihad but any of UCFB’s premises as may be required

Holidays: 28 days paid holiday, including the usual public holidays in England & Wales

Notice period: 3 months

Subject to:

Satisfactory completion of the Probationary period – 9 months;

Compliance with Asylum and Immigration Act 1996 and Immigration Asylum and Nationality Act 2006;

Evidence of stated qualifications relevant to the post;

Evidence of membership of relevant professional bodies as stipulated by the post.

HR document: Quality Directorate, job description