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Student Support Officer

4 months ago

Glasgow, United Kingdom University of Glasgow Full time

**Job Purpose**
The post holder will be part of a team of staff, reporting to the Student Services Enquiry Team Leader, providing support for students within the Fraser Building.
The Student and Academic Services directorate work together to deliver our services in an integrated way, and the front facing Student Services Enquiry Team are focused on providing innovative student centric services. Team members are the first point of contact for existing students, prospective students, graduates and other visitors or service users and provide a friendly, responsive, professional, and efficient customer focused service.
Team members are required to develop an excellent knowledge of all Student Services and issues affecting students. All team members ensure that services are delivered to high standards, fit for purpose and add value to the student experience, recognising the needs of all groups using the service.

**Main Duties and Responsibilities**
1. To be the first point of contact for students in the Fraser Building and to provide information on all other Student Services. In addition there is an expectation that support and enquiry resolution may be provided at satellite positions across all University of Glasgow campuses as determined by enquiry demand and the work rota.
2. To deal with enquiries, provide advice and information on a wide range of University services and refer to information and web based services available. This will require a detailed knowledge and understanding of all Student Services and relevant software systems, policies and all the processes associated with the full student lifecycle. Contact with students will be in person and by telephone, and on the enquiry helpdesk system.
3. To assess the needs of each student using the service so that their enquiry or problem can be dealt with and fully resolved at the first point or, if that is not possible, referred to the appropriate specialist within or outside of the directorate.. This will require the exercise of initiative and judgement to resolve issues.
4. 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.
5. Ensure that team targets are met and ensure that service is delivered in accordance with established service level agreements (SLA’s).
6. To carry out transactions such as provision of certifying letters, council tax forms, bank letters, distributing financial aid cheques, issuing duplicate ID cards.
7. To contribute to the development and maintenance of resources for students and information on the web/social media platforms including pro-actively encouraging students to use the self-service information and resources available.
8. Attend training courses and undertake on the job training and development to continually develop the knowledge and skills required in the post.
9. As with all members of staff in Student Services, staff will be expected to assist with other duties in any of the Student Services located in the Fraser Building as required.

**Knowledge, Qualifications, Skills and Experience**

**Knowledge/Qualifications**
Essential:

A1 SCQF Level 7 (HNC, V3, Higher or equivalent) with experience of personal development in a similar role.
A2 Broad understanding of Student Services, University policies, systems and processes and student issues.
A3 Detailed knowledge of at least one Student Service and the relevant processes, procedures and software or notable experience in a customer facing role.

**Skills**
Essential:

C1 Excellent customer service skills.
C2 Ability to communicate effectively and to respond with understanding to student needs with sensitivity, tact and awareness of cultural diversity.
C3 Ability to explain information and procedures clearly and express yourself in articulate, easy to understand language.
C4 Effective listening and questioning skills.
C5 Ability to understand and interpret student needs in a sympathetic manner.
C6 Ability to provide the information or service required or to refer in an appropriate way to specialist colleagues.
C7 Excellent interpersonal skills to develop and maintain rapport with students and effective working relationships with Student Services colleagues.
C9 Excellent team working skills - ability to develop and maintain co-operative relationships, demonstrating a team spirit in working to continually enhance services.
C10 Self-motivated, enthusiastic and diplomatic.
C11 Ability to assess situations and use initiative and judgement to resolve issues independently and make informed decisions effectively.
C12 Well developed analytical and problem-solving capability and proven ability to plan, organise and prioritise work.
Desirable:

D1 Excellent customer service skills.
D2 Experience with Ivanti or similar enquiry management helpdesk system.
D3 Experience with MyCampus or similar