Student Information Assistant

The Role

The Student Information Assistant will play a key role in the delivery of excellent customer services to all students and users accessing the new ‘Student Hub’ service. The postholder will provide helpful support and assistance in relation to a range of questions, issues, and/or services.

The role of the Student Information Assistant is to provide efficient and effective day-to-day support to students and other users of the service. The Student Information Assistant works in an agile and flexible, customer-focused team that supports a range of student related services and processes. The postholder will develop knowledge of a wide range of services, processes and issues and will be capable of addressing a broad range of enquiries face-to-face, online, by online chat and by phone.

The postholder will be an excellent communicator and enjoy working with people to resolve queries but also, they will be effective in encouraging and empowering them to develop their knowledge and problem solve by utilising self-serve options and by engaging online through the various methods available to them at the University.

The postholder will be an effective administrator, with customer services experience and ideally experience in a student related service. They will work closely with the Head of Service and team colleagues to contribute to the development of a newly formed virtual and physical ‘Student Enquiry service ensuring that it aligns with the University’s 2030s Strategic Plan and meets the needs of our diverse and engaged student community.

This job description is subject to review and amendment in the light of the changing needs of the University, to provide appropriate development opportunities and/or the addition of any other reasonable duties.

• Provide a professional, welcoming, and friendly service to all users, ensuring excellent customer care by taking ownership of their queries, and/or empowering them to manage a concern themselves where it may beneficial.
• Provide administrative support to specialist staff and their service functions.
• Triage all queries, whether online, by phone, online chat, email or personal visit and making arrangements to ensure the query is appropriately resolved.
• Arrange appointments for students to see an appropriate staff member or arrange immediate assistance for students with urgent difficulties. This task requires the post holder to assess the degree of need in a particular individual who approaches the service.
• Provide front line staffing during service hours and act as a primary point of contact for all users of the Student Enquiries Service – face-to-face and by phone, email, and online chat.
• Work in in accordance with General Data Protection Regulation (GDPR) requirements and AU Confidentiality and Data Protection policies
• Deal with sensitive issues with empathy and discretion, whilst maintaining professional boundaries.
• Manage and prioritise all day-to-day operations for the Student Hub.
• Deal with a wide variety of people in an efficient and helpful manner, be courteous and sympathetic to the needs of students, staff, and visitors.
• Work with colleagues, pro-actively gather, monitor and maintain information and data on student queries, feedback, activities, events, and services to ensure a customer-focused response to all queries.
• Assist with sending communications via social media, web, and email working from a communications calendar and templates.
• Be responsible for maintaining the professional appearance of the physical and virtual Student Enquiries Service.
• Ensure that information displayed virtually and physically is well presented, relevant, up-to-date, and regularly renewed.
• Contribute innovative ideas and make suggestions for the continual improvement of services and procedures.
• Communicate effectively at all levels of the organisation and with external customers.
• Troubleshoot any problems users experience with accessing or using the Student Enquiry Service and resolve them or refer them as appropriate.
• Actively contribute to the implementation of processes and procedures to improve service delivery, for example the testing of solutions and systems.
• Re…