Student Hub Assistant

4 weeks ago

Stirling, United Kingdom University of Stirling Full time

**Post Details** *3 positions available**

Part time (55%FTE)
Open ended

There is an expectation that work will be undertaken in the UK.

This role is not eligible for sponsorship. Applicants require to have existing right to work in the UK.

**The Post**
Student Hub Assistants form part of the Student Hub team within Student, Academic and Corporate Services. The post will be based in the Student Services Hub, with duties split between the ‘front of house’ and ‘back of house’ areas.

Student Hub Assistants are required to develop and maintain an excellent knowledge of the student-facing services provided by Student, Academic & Corporate Services. They are expected to adopt the most appropriate response to the individual needs of each enquirer, wherever possible addressing the issue on the spot, or - if not possible - arranging for the enquirer to receive effective support from a senior Student Adviser or the relevant professional services within the University.

This will require the post-holder to develop a detailed knowledge and understanding of all student services and relevant software systems, policies and all the processes associated with the full student lifecycle.

**Working relationships**

**Key partnerships include**
- Current and prospective students
- Student supporters e.g. families
- Staff involved in working with or supporting students
- Visitors to the university campus
- Student Hub Operations and Escalation Manager
- Student Advisers and Assistant Advisers
- Staff from all areas within Student, Academic & Corporate Services
- Colleagues in other service areas, including Information Service, Accommodation Services, Development & External Affairs, and academic schools

**Working Pattern**

It is a requirement of this role that working hours are flexible to meet the demands of the business. They operate on a 5 days over 7 basis. Staff may be required to work out with “normal working hours” including, for example, early morning, evening, weekend or public and university holidays as required to undertake duties such as being part of a pool of staff operating within the Student Services Hub, as a university essential service, for a Student Open Day or to cover weekend staff sickness and absence. Some travel elsewhere in the UK e.g. to other campuses or conferences may occasionally be required.

We are currently advertising for 3 staff to work both weekends and weekdays ideally in the following pattern:

- Saturdays 4 hours
- Sundays 4 hours
- + 3 x 4 hour shifts over the course of each week

**Description of Duties** Core functions and responsibilities**
- To be the first point of contact for all student-facing services that fall under the jurisdiction of Student, Academic & Corporate Services
- To refer students to the Hub Operations and Escalation Manager or an appropriate specialist adviser or staff member for additional support if their needs cannot immediately be met on the front line
- To log, distribute and follow up on enquiries using the University’s enquiry management, case management and monitoring systems
- To process registration paperwork and book appointments for students to see specialist staff (for instance Money Advisers, Counsellors), ensuring that protocols for each type of appointment are followed
- To provide information on and, where appropriate, refer students to services provided by other departments in the institution and beyond e.g. Accommodation Services, academic Faculties, Airthrey Medical Practice
- Work closely with second line teams on live student enquiries utilising Microsoft Teams
- To carry out high volume transactions such as certifying letters, council tax forms, bank letters, distributing financial aid cheques, issuing student ID cards
- To receive payments for student fees, charges and other expenses as appropriate
- To manage and regularly update the provision of information in the resource areas and to be pro-active in encouraging students to use the self -service information and resources available. This includes contributing to the development of resources for students, including web resources, social media and frequently asked questions (FAQ)
- Attend meetings to liaise regularly with all student services to ensure that knowledge of services is up to date and to keep abreast of issues such as particular service campaigns, changing policies, important dates and other information relevant to students. This includes weekly Hub team meetings, Student Support Services full team meetings and other meetings as necessary
- Contribute to and implement plans for service improvements, ensuring continual development of service provision and effective delivery to students. This includes providing regular reports, including quantitative and qualitative information, to colleagues and senior managers regarding particular themes emerging and matters of current concern for students
- To work closely with Student Welcome Assistants at point of enquiry a

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