Student Support Hub Adviser

To support the opening hours of the Student Support Hub, the holder will be required to work 35 hours per week as part of an operating roster. The current operating hours of the Student Support Hub are from 08:30 hours to 17:00 hours, dependant on the time of year and student need.

Duties and responsibilities

The holder is expected to deliver their full-time on campus.

The holder is responsible for providing a front-line in-person adviser to the university’s students attending the Student Support Hub by delivering excellent customer service.

The holder is expected to use their experience, training, and initiative to understand problems and propose solutions using clear guidance with minimal supervision.

holders will actively engage with students in the Student Support Hub space to identify themselves and offer support as appropriate.

As part of the Student Support Hub Team, holders will be clearly identifiable to students as staff members that can help them.

Skills and experience

Customer Service: Provide an in-person customer service skillset, providing an approachable, clarifying, and supportive student environment in the Student Support Hub to manage student queries and concerns.

Query management: Seek to answer queries directly wherever possible that do not require input from a subject matter expert. Liaise with the other Student Support Hub Advisers. For more complex queries, make arrangements with the appropriate subject matter specialist to give advice to the student raising the query in a timely manner.

Maintain an up-to-date understanding of the remits and contact channels for all types of student queries.

Initiating/updating case records in Support@City including for externally referred cases (either to schools/other professional services, or to external support services [e.g. Emergency services]). Accountability policies:

Check students in and out of sensory and rest rooms.

Support students booking appointment rooms to take hybrid appointments with either remote staff or offsite staff (e.g., school staff) post routing of case.

Assist students with checking into pre-booked appointments, either directly or by directing them to self-check-in or digital check-in.

Direct students to locations within Student Support Hub (e.g., appointment room, group room), and elsewhere on campus.

Monitor and respond to queries/cases on phone lines and Live Chat.

Monitor specialist team in-person availability to inform appointment booking and student directions given.

Respond to asynchronous queries/cases within agreed Student Support Hub service level agreements.

Produce regular reports on user experience, identifying areas for improvement and liaising with other services to inform their operations.

Health & Safety: The front-line team will be responsible for operational matters relating to the overall function of the Student Support Hub e.g. Health & Safety.

Location
Student Support Hub, Drysdale Building, L1