Student Services Officer

7 months ago

Glasgow, United Kingdom University of Glasgow Full time

**Job Purpose**
The University of Glasgow is dedicated to the welfare and success of its students. In achieving this commitment, the Student Services Officer plays a crucial role in delivering a positive and innovative student centric service to enhance the student experience. The post holder will report to the Student Services Enquiry Team Lead (SSET) and will be part of an established team.
Led by the University’s Student Support and Wellbeing function, the Student Services Enquiry Team offers a front facing service based in the Fraser Building on campus. The Service is open Monday to Friday during office hours and is accessed in person via the Fraser Building desk and/or the SSET online helpdesk. Student Services Officers are required to work on campus in the Fraser Building generally for a minimum of 3 days a week, but more if required, usually during the busiest times of year such as the start of each Semester.
Serving as the initial point of contact for current and prospective students, graduates, and other visitors, the SSET Team is dedicated to providing a welcoming, professional and customer focused experience.
Team members are required to gather knowledge and share insight of the student journey to develop and enhance student services on an ongoing basis maintaining an awareness of 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 variety of needs of all groups accessing the service.
The Student and Academic Services Directorate work together to deliver our services in an integrated and professional way, and the front facing Student Services Enquiry Team are focused on providing innovative student centric services to support an enhanced student experience.

**Main Duties and Responsibilities**
1. Provide a wide range of advice, information and first line support to students, resolving issues independently and referring/escalating to the appropriate services and personnel.
2. Facilitate referral routes and effectively triage student enquires to other services where and when appropriate (including Finance Office, Financial Aid, Careers, Counselling & Psychological Services, Disability Services, International Student Support, Global Opportunities) as well as referring to information and web-based services when necessary. This will require 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, online and via the enquiry helpdesk system.
3. To evaluate the requirements of individual students using the service, aiming to address their inquiries or issues effectively in the initial interaction. This role involves exercising initiative and sound judgment to successfully resolve various issues
4. To understand and interpret student needs in a patient and sympathetic way when they present with difficulties articulating their issues. This includes providing appropriate support and escalation when students are distressed, and being able to assertively challenge unacceptable behaviour when needed. 5. To develop and maintain good working relationships with other university teams, including those in Colleges, Schools, Registry, Admissions, Alumni, Finance to ensure impactful exchange of information and advice towards providing an efficient service.
6. To liaise regularly with colleagues in Student Services to ensure that knowledge of services is up to date and to be aware of issues such as specific service campaigns, changing policies, important dates and other information relevant to students. 7. Ensure that team targets are met and ensure that service is delivered or exceeded in accordance with established service level agreements (SLA’s).
8. To carry out transactions such as provision of certifying letters, council tax forms, bank letters, issuing duplicate ID cards. 9. To complete a wide variety of forms for students where official University of Glasgow verification of student status is required. This requires an attention to detail and ability to quickly assess forms the team can complete against the ones requiring referral to another Service or College.
10. To manage the provision of information in the resource areas in the Fraser Building, ensuring that information on all handouts and leaflets remains up to date 11. To contribute to the development and maintenance of resources for students, including web resources for self service provision, updating social media platforms with events and service updates, and basic maintenance of the current SSET website.
12. To contribute to and implement plans for service improvements to ensure continual development of service provision and effective delivery to students. 13. To attend training courses and undertake on the job training and development to continually develop the knowledge and skill

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