Student Hub Assistant

The Post

Student Hub Assistants form part of the Student Hub team within Student, Academic and Corporate Services. The post will be based in the Student Services Hub, with duties split between the “front of house” and “back of house” areas.

Student Hub Assistants are required to develop and maintain an excellent knowledge of the student-facing services provided by Student, Academic & Corporate Services. They are expected to adopt the most appropriate response to the individual needs of each enquirer, wherever possible addressing the issue on the spot, or – if not possible – arranging for the enquirer to receive effective support from a senior Student Adviser or the relevant professional services within the University.

This will require the post-holder to develop a detailed knowledge and understanding of all student services and relevant software systems, policies and all the processes associated with the full student lifecycle.

Staff will be part of a rota operating 5 days over any 7 days, although standard working days will be Monday to Friday. It is a requirement of this role that working hours are flexible to meet the demands of the business and staff may be required to work out with “normal working hours” including, for example, early morning and evening work as required to undertake duties such as being part of a pool of staff operating within the Student Services Hub, for a student Open Day or during the exam diet etc.

Some travel elsewhere in the UK e.g. to other campuses or conferences may occasionally be required.

• To be the first point of contact for all student-facing services that fall under the jurisdiction of Student, Academic & Corporate Services
• To respond to face to face, telephone, live chat and email enquiries, and provide advice and information on a wide range of University services and information resources, with the aim of addressing a high proportion of enquiries at the point of contact
• To refer students to an on-duty Hub Supervisor or an appropriate specialist adviser or staff member for additional support if their needs cannot immediately be met on the front line
• To log, distribute and follow up on enquiries using the University’s enquiry management, case management and monitoring systems
• To book appointments for students to see specialist staff (for instance Money Advisers, Mental Health Advisers), ensuring that protocols for each type of appointment are followed
• To provide information on and, where appropriate, refer students to services provided by other departments in the institution and beyond e.g. Accommodation Services, Faculties, Airthrey Medical Practice
• To carry out high volume transactions such as certifying letters, council tax forms, bank letters, distributing financial aid cheques, issuing student
• To receive payments for student fees, charges and other expenses as appropriate
• To manage and regularly update the provision and display of information in the resource areas and to be pro‑active in encouraging students to use the self‑service information and resources available
• To liaise regularly with all student services to ensure that knowledge of services is up to date and to keep abreast of issues such as particular service campaigns, changing policies, important dates and other information relevant to students
• To contribute to and implement plans for service improvements, ensuring continual development of service provision and effective delivery to students. This includes providing regular reports, including quantitative and qualitative information, to colleagues and senior managers regarding particular themes emerging and matters of current concern for students
• To contribute to the development of resources for students, including web resources and Frequently Asked Questions
• To operate within the parameters of all University policies, including those on equality and diversity, health and safety, and IT use
• To attend relevant training and developmental activities to continually develop the knowledge and skills required in the post
• To undertake any other duties commensurate with the post and to support the effective operation of the Student Services…