Student and Campus Enquiries Assistant

The post-holder is responsible for providing an excellent standard of front-line service during Welcome/Induction, by advising students and resolving or escalating enquiries across multiple access channels (face to face, telephone and online). The post holder will be part of a large team that provides a welcoming, supportive and knowledgeable service. They will act as the initial point of contact for students starting or continuing at University, advising them on a range of issues with sensitivity and professionalism.

Duties and responsibilities

• Deliver front line service, across multiple access channels demonstrating initiative and sound judgement in resolving student enquiries at the first point of contact, when possible.
• Log all enquiries, including the advice given and outcomes achieved as necessary.
• Managing high volumes of students in virtual and physical queues.
• Data inputting and information retrial from University IT systems.
• Use, and update a range of LSS and University systems to support service delivery including Middlesex Integrated Student Information System (MISIS).
• Gather and act on student feedback to ensure that “the voice of the student” is operationally present.
• Proactively identify opportunities for improvement with service delivery that impact on the student experience.
• Ensure all back-office administration is completed in a timely and accurate manner, in line with local and university procedures and regulation.
• Comply with relevant legislation and University regulation and guidance in the handling of student enquiry and information e.g. Equality, Data Protection and Information Handling, Care and Concern/Safeguarding etc.

Skills and experience

• Experience of delivering, professional customer service.
• Experience and confidence with a range of IT applications including MS Office and a willingness to develop expertise in the use of technology and other software packages.
• Excellent communication skills across a range of access channels (face to face, telephony and online writing).
• Previous administrative experience.
• Excellent accuracy with data inputting and an eye for detail.
• Able to deal sensitively with enquires from a diverse range of individuals, and de-escalate and manage potentially difficult or conflict situations, including issues relating to student’s wellbeing and mental health, calmly and with confidence.
• Ability to foster a positive working environment including a culture of flexible team working.
• Available to attend the full range of necessary shifts across the UniHelp opening hours and across all access channels.
• Demonstrable commitment to fairness, the principles of equality and inclusion, professional conduct and their practical application within a student support environment.

Desirable Selection Criteria:

• In depth understanding of the broad range of issues facing a Higher Education student.

Location
Hendon