Student Support Services

This role is to support the delivery of key communications messages for Student

Support Services through a variety of channels including social and digital media.

The post holder will be responsible for maintaining, updating and developing new

content with a view to increasing awareness of student support services and

healthy lifestyles. The postholder will be a key part of the student support team

and will be expected to proactively triage, refer or respond to enquiries which

arrive via a range of platforms in an appropriate professional manner, cultivating a

relationship that provides a positive student experience

**Key Responsibilities**
**and Accountabilities**:

- Support the delivery of key communications messages for SSS/SJ through a

variety of channels including social and digital media, maintaining, updating and

developing new content.
- Design promotional materials appealing to a diverse student population.
- Ensure that digital communications are accurate, appropriate and timely.

Proactively triage, refer or respond to enquiries which arrive via a range of

platforms in an appropriate professional manner, cultivating a relationship that

provides a positive student experience.
- Support the planning and preparation of departmental campaigns and ensure a

visible and effective SSS presence in these.
- Conduct analysis to provide an insight into the effectiveness of campaigns and

digital service delivery.
- Contribute to the planning, organization, and promotion of student events,

paying particular attention to driving student involvement and interest via both

digital and physical initiatives.
- Welcome and triage student enquiries as a first point of contact at key periods

in the academic year.
- Assist with collection and relevant analysis of statistical data.
- Take ownership of non-complex enquiries ensuring a timely and accurate

response.
- Advocate for and positively promote the service.
- Contribute to any new processes to improve service delivery.
- Liaise effectively wide a wide range of support and academic staff.
- Liaise effectively with students and others as appropriate ensuring their

information needs are met and that they are referred when required.

**Special**
**Circumstances**:

- Occasional weekend and evening working as required to fulfil demands on the

service and other requirements.
- To work across teams in SSS and SJ as required.
- To work in accordance with the University’s agile working policy.

University of Sunderland

**Role Profile**

Part 2

**Part 2A: Essential and Desirable Criteria**

Essential
Qualifications and Professional Memberships:

- A recent Graduate of University of Sunderland.

Knowledge and Experience:

- Website and social media management skills including analysis of usage.
- Experience or thorough understanding of writing content for online and social

media platforms.
- Excellent IT skills, experience of using Adobe Creative Suite and Office 365, and

knowledge of website content management skills.
- Ability and experience of providing high standards of customer service.
- Demonstrable experience of displaying high levels of attention to detail within

all aspects of work.
***

Desirable

Qualifications and Professional Memberships:

- A Higher Education qualification from the University of Sunderland obtained in

any relevant degree on completion of the 2020/2021 academic year.
***

Knowledge and Experience:

- Experience of or demonstrable ability to provide effective face to face customer

service.
- Experience of contributing to the development and facilitation of events.
- Experience of working and liaising with others to achieve a collective goal.***

**Part 2B: Key Competencies**

**Competencies are**
**assessed at the**
**interview/selection**
**testing stage
**Communication (Oral and Written)**

The role holder is required to understand and convey straightforward information
in a clear and accurate manner and the role holder is required to, understand and
convey information which needs careful explanation or interpretation to help others
understand, taking into account what to communicate and how best to convey the
information to others.

**Service Delivery**

The role holder is required to deal with internal or external contacts where the
service is usually initiated by the role holder, working within the organisation's
overall procedures or policies OR proactively seek to explore and understand
customers' needs; adapt the service accordingly to ensure the usefulness or
appropriateness and quality of service (content, time, accuracy, level of information,
cost).

**Decision Making Processes and Outcomes**

Take independent decisions is a requirement and has a minor impact. The role
holder is required to be party to some collaborative decisions; work with others to
reach an optimal conclusion that have a moderate impact. The role holder is
required to provide advice or input to contribute to the decision-making of other