Student Services Information Desk Admin (term time) - Internal Applicants only

The Directorate of Academic and Student Administration is recruiting a semester-time administrator for Student Support Services. This is a 0.58FTE role, which equates to 20 hours a week (from 10:00-14:00), 5 days a week for 38 weeks. This post will provide a welcoming, student-centred information desk service for Student Services and ad-hoc administrative support for Inclusive Support, Non-Medical Help (NMH) and Mental Health and Wellbeing Support areas of Student Support Services. To work collaboratively with internal and external professional services staff to enable students to engage fully with their courses, access their reasonable adjustments, fulfil their potential and complete their university experience. Student Support services aim to deliver a high-quality service for students, enabling them to engage fully with their programmes, access entitlements, and fulfil their potential, providing ongoing support where required. As a Student Services Information Desk Administrator, you will:

• Respond to and resolve enquiries by interpreting the range of issues the student or member of staff is facing using problem-solving skills and relevant knowledge
• Take responsibility for, manage and update all relevant information record systems maintaining confidentiality in line with relevant legislation and internal protocols
• Manage and process cases using the secure online client management system (PCMIS) to ensure students progress efficiently and safely through the various Student Care Pathways (Mental Health and Wellbeing Support, Inclusive support, NMH)
• Be responsible for the processing of supporting documents sent in by students by using the client management system and University systems and create reports as required.
• Provide a customer-focused, sensitive and high-quality administrative service, dealing with a range of enquiries covering all of the services that Student Support provides
• Liaise with practitioners in Student Support or other University staff in relation to student support concerns/welfare of students or in-depth enquiries about student support to minimise risk to students
• Respond to all first-line enquiries to those that present at Student Support Services or telephone or email inboxes in a timely manner, communicating the nature of Student Support Services accurately and sensitively.
• Escalate concerns about student safety/risk to the appropriate Head of Service and or individual practitioner in accordance with agreed risk protocols and standards
• Assist with the coordination and implementation of key administrative processes throughout the academic cycle, such as contact with prospective and current students and managing service referrals to Student Support Services.
• Respond in a proactive, calm and sensitive manner to those in distress (students/staff/visitors/parents/third parties) referring to an appropriate member of staff as required.
  
  A levels (or equivalent) or demonstrable relevant work experience relating to administrative and operational functions
• Substantial administration experience, working in a busy customer facing environment and expert use of administrative computer systems, preferably within the Education Sector or the Health Sector
• Ability to work on own initiative and work collaboratively to achieve team goals
• Excellent organisational and IT skills
• Strong written and oral communication and customer services skills
• Experience of working in a busy 'face-to-face' Customer Service environment with the ability to multi-task, manage time and prioritise
• Sensitive approach and ability to maintain confidentiality.