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Student Services Adviser

4 months ago

Newcastle upon Tyne, United Kingdom Newcastle University Full time

**Salary**: £25,742 to £26,444 with progression to £27,979 per annum (pro rata)

Newcastle University is a great place to work, with excellent benefits. We have a generous holiday package; plus the opportunity to buy more, great pension schemes and a number of health and wellbeing initiatives to support you.

**Closing Date**: 27 May 2024

The Role

The Student Life unit is seeking a Student Services Adviser to provide an efficient and professional customer service to all users of the Student Services; offering information and specialist advice on a broad range of issues and completing various administrative tasks for customers.

The post holder will develop a wide-ranging, comprehensive understanding of all University services in order to resolve the complex, unique and diverse enquiries that present at the Level 2 Student Services Helpdesk.

This is a fixed term maternity leave cover which is 0.8 FTE (29.6 hours) over 5 days, working hours does depend on cover needed but working day will ikley start between 9 and 10.30

Occasional evening and weekend work is required during key business times such as student arrival and registration.

This is a part time 0.8 FTE, fixed term role until 28 February 2025.

Key Accountabilities
Serving current students, graduates and colleague users of the Student Services, to provide a welcoming, effective and efficient service to all customers
Working between three Operational Zones, including Helpdesk, Telephony and with the potential for Live Chat, becoming an expert in each zone with an understanding of the unique requirements specific to each zone
Completing various tasks efficiently and promptly for all service requests, in accordance with service standards and procedures and using various IT systems to perform this. Examples of such routine tasks follow
Triaging crisis enquiries at Helpdesk and ensuring immediate care is provided by Wellbeing colleagues and other services as required
Managing Interaction Zone drop-in service, to include triage for Careers Service, Immigration Visa service, Student Health and Wellbeing, Accommodation, Finance, Student Progress, Global Opportunities, Police Officer and bookings for wide range of stakeholders within Student Services
Collecting and logging time-sensitive critical documents such sponsor letters, medical evidence and then facilitating next steps to ensure documents progress to the correct service area
Managing appointment arrivals and room bookings for one-to-one appointments for support services or specialist colleagues as appropriate. There are various interview / meeting rooms and several colleagues who regularly hold meetings with students
Managing the various Careers Service inboxes and ensuring timely and informative responses
Developing and updating an extensive list of Student Services FAQs as required, to ensure up-to-date information is available to the team of Student Services Advisers; this resource is used to respond to a wide range of queries at the Helpdesk, Phones and potentially via Live Chat
Facilitating receipt of customer feedback through face-to-face feedback, and customer service cards; utilising new technology to capture feedback and disseminate to relevant stakeholders ensuring high standards of service are maintained and SLAs are met
Issuing new smartcard student identification in accordance with University procedure and policy, and producing replacement smartcards
Issuing verification documents, including Transcripts, Certificates of Registration, Bank Letters and Council Tax Exemption Certificates
Utilising specialist knowledge to answer queries and also to determine when it may be necessary to refer queries to other University schools, specialist teams or services
Managing and utilising floor space during different activities within the academic calendar, in particular early and late registration, ensuring a positive and stress free experience for all students
Opening building doors at start of business and then ensuring all access routes are secure at end of day; check area for defects daily and ensure they are reported to building management
Maintaining and updating information on SAP CRM student record systems as required, logging all interactions and actions taken, to ensure an accurate student record and complete audit trail
Completing User Acceptance Testing on an annual basis to ensure the efficient operation of SAP CRM
Managing, updating and creating local resources, including Business Process documents (such as the Helpdesk Operational Guidelines) for each area of business, each operational zone and each specific operational duty
Rotating through a schedule of Team Projects taking responsibility for detailed knowledge of one or more specific aspect of the work of the Student Services Advisers team - briefing team members and liaising with other University services when appropriate, to ensure a professional and up to date service is provided
Training new starters and providing shadowin