Student Life Hub Advisor - RGU07021
| Posting date: | 08 August 2024 |
|---|---|
| Salary: | £24,533.00 to £27,181.00 per year |
| Hours: | Full time |
| Closing date: | 25 August 2024 |
| Location: | Aberdeen, AB10 7GJ |
| Company: | Robert Gordon University |
| Job type: | Permanent |
| Job reference: | RGU07021 |
Summary
Job Summary
Robert Gordon University (RGU) – Aberdeen’s university of choice for thousands of staff and students - has a well-established reputation as an innovative and modern workplace, with multiple awards and recognition of our courses and Schools.
The Student Life Hub acts as a ‘one stop shop’ for students and staff by providing accurate, current and relevant information regarding our services whilst providing the highest level of customer service via in person or through internal written communication systems such as e-mail and AskRGU. The Hub also focuses heavily on supporting our new international student arrivals as they integrate into life at a Scottish University and navigate life in the UK.
You will act as a key member of the Student Life Hub team, supporting the student experience by providing advice to new and returning students. You will answer students' enquiries as a first point of contact on a range of student experience related queries.
This is a front-line customer focussed role. You will have an HNC/HND in a relevant subject (or relevant experience) and share our passion for providing outstanding customer service and demonstrate sound administration skills.
We're in the business of changing lives, developing students into highly employable graduates. Be part of their amazing journey and join our 1500 colleagues who already enjoy the richly rewarding work, vibrant community and lifestyle afforded by generous annual leave.
This post is subject to a Disclosure Scotland check. For more information visit: https://www.mygov.scot/basic-disclosure/
To apply, please submit your CV and a covering letter detailing your suitability for the role, as set out in the person specification to r.h.grant@rgu.ac.uk.
Job Description
RESPONSIBLE TO: Team Leader (Front Line Advice & Information Services)
PURPOSE OF THE POST: As a key member of the Student Life Hub team, within the Student Life Department, you will act as a central point of contact in a student facing environment. You will provide frontline support and advice, as well as online enquiry services, helping to improve the student experience. You will also work with the wider Student Life Hub team to create a strong customer focussed inter-linked service.
PRINCIPAL DUTIES:
• To provide advice, information and first line problem resolution to students and other customers on a variety of issues including fees and funding, accommodation, enrolment, graduation and admission. The role involves providing outstanding customer service in the delivery of support and accurate advice to all users.
• To provide a sign posting service to other specialist members of staff for resolution of more complex issues.
• To offer practical advice.
• To liaise with all relevant departments to ensure knowledge of procedures and operations is up to date.
• To diagnose student issues and resolve problems by navigating student databases and performing a series of checks.
• To take advantage of e-business solutions to the provision of services and information e.g. Ask RGU, CedAr, SITS, Star Rez Accommodation Portal and Enrol Online.
• To produce both basic and complex student status letters, requiring analysis of the student record and student status checks, in addition to a knowledge of internal and external regulations including right to council tax exemption, benefits, bank account opening processes and (for international students) tourist visa requirements.
• To create and issue right to work letters for students to work full-time in holidays / on completion of course.
• To process payments made by students for a variety of costs including: tuition fees, accommodation and loan repayments, and to reconcile the banking at end of day. This includes both card and cash transactions.
• To assist in developing information for key communication channels, including among others social media channels.
• To act as a reception point for Student Life, and to book appointments.
• To support key University events.
• To ensure compliance with legislation, e.g. Data Protection etc.
• To provide a number of “one stop” style transactions, including but not limited to ID card production, uploading print credit and selling parking vouchers.
• To assist with administrative duties for services and teams within the Student Life department, as part of the wider Student Life Hub Advisor team.
Any other duties commensurate with the level of responsibility of the post as required by the Team Leader Student Information and Advice.
Person Specification
ESSENTIAL REQUIREMENTS
Qualifications and Professional Memberships
HNC/HND in a relevant discipline or equivalent administrative experience.
Knowledge and Skills
Knowledge of what makes a good customer service experience and how to implement delivery.
Excellent IT skills including the use of Microsoft Office packages (including Word, Excel and Outlook) and other administration systems.
Friendly, outgoing personality, capable of communicating in a customer service environment.
Experience
Previous customer service experience in a front line role.
Experience of working with people from diverse backgrounds in a busy environment.
DESIRABLE REQUIREMENTS
Qualifications and Professional Memberships
Educated to undergraduate Degree level or equivalent experience.
Knowledge and Skills:
Knowledge of issues related to student support services within the Higher Education sector.
Ability to deal with issues of confidentiality and sensitive situations.
Knowledge of local and national support organisations.
Experience
Experience of working with volunteers and part-time members of staff.
Experience of promoting services and other activities through social media and other channels of communication.
Experience of managing social media account profiles and other marketing activities.
Experience of managing/navigating databases.
Behaviours
Behaviour 1: Communications Ability to receive, understand and convey information requiring careful explanation and information of a complex or conceptual nature, in a clear and accurate manner.
Behaviour 2: Service Delivery Experience of exploring and adapting a service to meet customers' expectations and also identifying ways of improving standards.
Behaviour 3: Decision Making Processes and Outcomes Experiences of using own judgement to make decisions; making collaborative decisions with others to reach conclusions; providing advice or information that will influence the decisions of others.
Behaviour 4: Pastoral Care and Welfare Experience of calming and reassuring those with work/study related problems who may be experiencing distress; dealing with difficult welfare situations or confidential matters.