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ID Collection And Queue Management Assistant

£23,302 - £23,302
 

Job Description

Please note that this position is for graduates only. Applications from current LondonMet students will not be accepted.



Instructions: Please send us a statement of no more than 2 pages outlining how you met the Experience/Skills required for the position.



This assignment will be running from the 11th of September to the 6th of October, hours are Mon-Fri, 8:30am to 16:30 pm but some part time assignments may be available. We require commitment right the way through this assignment 



We are looking for ID Collection and Queue Management assistants to support the Estates Department during Start of Term with distributing Permanent & Temporary ID Cards to the new students and also to support with the queue management.  You will be answering queries, providing support and signposting students to other services and more senior staff. You will work closely with Professional Service Department (PSD) and academic staff so that students are aware of the support available to them.



The ID Collection and Queue Management assistants will play a key part in supporting the administrational function of the ID Collection points and assisting with directions across campus



The ID Collection and Queue Management assistants will play a key role in creating a warm and professional customer facing environment for students and staff. They will ensure accurate and correct completion of department related administration in full compliance with the academic regulations and University requirements.



Key areas:




  • Customer service

  • Student administration



Relevant experience




  1. Experience of working in a customer focused environment (essential)

  2. Experience of working effectively and proactively within a team situation, offering mutual support and cover for others when needed (essential)

  3. Ability to work independently and to make appropriate judgments about priorities and action



General and special knowledge




  1. Have a working knowledge of Data Protection and confidentiality issues (desirable)

  2. A thorough understanding of the student-related academic cycle and administrative processes within Higher Education would be desirable (desirable)

  3. An understanding of a University based environment (desirable)






Miscellaneous:




  1. Exemplify and promote the values of the University. Have a strong commitment to coaching and developing; working cooperatively with colleagues; valuing the contribution of others and sharing knowledge and expertise.

  2. Undertake other duties of a reasonable nature, as may be determined by the postholder’s supervisor from time to time, in consultation with the postholder.

  3. Carry out all duties in accordance with the University’s Equality and Diversity Policy actions and commitments designed to promote and improve equality, diversity and inclusion and protect members of staff or students from harassment. It is the duty of the postholder not to act in a prejudicial or discriminatory manner towards members of staff, students, visitors or members of the public. The postholder should also counteract such practice or behaviour by challenging or reporting it.

  4. Take reasonable care of health and safety of self, other people and resources whilst at work to comply with the University’s Health and Safety Policy, Codes of Practice and local rules.

  5. Co-operate with the line manager or any other person with specific responsibility for health and safety, to enable the University’s responsibilities under the Health and Safety at Work Act to be performed.



Main duties and responsibilities:



The postholder will:




  1. Contribute to the delivery of an effective and flexible administrative, front facing information and reception service as appropriate.

  2. Printing and distribution of permanent and temporary ID Cards

  3. Interfaces with customers, partners and stakeholders, provides advice, communicates changes and responds to enquiries and requests in a timely manner.

  4. Maintain and develop accurate record keeping systems and dissemination information on request from senior colleagues.

  5. Support colleagues in other teams as and when needed by maintaining a good working knowledge of their processes.

  6. Organise, service and pro-actively contributing to initiatives to support students.

  7. Post-holders are expected to work across all department outlets as and when required, (including but not exclusively restricted to) Inner/Outer Courtyard The Washhouses in Aldgate.

  8. Undertaking any other duties deemed appropriate by the Line Manager.



 






Skills and abilities




  1. Able to deliver a professional and polite service at all times, maintaining a clear focus on customer satisfaction and have the ability to deal effectively with a wide range of people accessing services (essential)

  2. Empathetic, helpful and communicative with an ability to handle issues of concern, and enjoy solving problems for others (essential)

  3. A commitment to inclusion - demonstrating an open, welcoming and supportive attitude to students (essential)

  4. Able to develop good working relationships with key contacts throughout the department and the university with a willingness to be flexible and work across services. (essential)

  5. Able to communicate in a clear, accurate and professional manner, both verbally and in writing to a range of internal and external clients. (essential)

  6. Able to maintain confidentiality at all times when dealing with students and their data, in accordance with the Data Protection Act. (essential)

  7. Able to carefully interpret/explain relevant policies, procedures and regulations and to provide advice and guidance to help others understand. (essential)

  8. Proficient in the use of MS Office, and cloud based products such as Google Drive and Box, Office 365 and be able to learn administrative systems as appropriate.(essential)



Special requirements (essential)




  1. A strong commitment to:




  • the University’s values, mission and strategic plan;

  • a “coaching and developing” approach when dealing with colleagues and students; and

  • working collegially; valuing the contribution of others and sharing knowledge and expertise.



Qualifications:



 



Must be a graduate and not a current student. Due to the nature of this role we cannot offer it to current students.



 



Qualifications

Must be a graduate and not a current student. Due to the nature of this role we cannot offer it to current students.



Skills

Skills:



Relevant experience




  1. Experience of working in a customer focused environment (essential)

  2. Experience of working effectively and proactively within a team situation, offering mutual support and cover for others when needed (essential)

  3. Ability to work independently and to make appropriate judgments about priorities and action



General and special knowledge




  1. Have a working knowledge of Data Protection and confidentiality issues (desirable)

  2. A thorough understanding of the student-related academic cycle and administrative processes within Higher Education would be desirable (desirable)

  3. An understanding of a University based environment (desirable)

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Job Description: Research Assistant (participatory toolkit: engaging with young communities)



 



The aim is to produce a toolkit designed to help researchers and practitioners to employ participatory methods when working with young people. The research assistant will also be working alongside researchers and stakeholders to understand ‘youth voice,’ youth social action and solutions to issues facing young Londoners.



 



The toolkit will draw on our experiences of participatory research with and for young people; especially, the process of involving young people as peer researchers (16- to 25-year-olds) within our existing ‘Youth Social Action’ project commissioned by the Greater London Authority. In addition to analyse the findings, the young steering group members challenge us methodologically and epistemologically, and have thus developed innovative approaches and methods that not only will enhance the research, but also make the ‘Youth Social Action’ project more meaningful, empowering and engaging to the young people involved.



The project consists of two components: (1) research with Key Stage 3 students (12- to 14-year-olds) where the key part of the qualitative data is collected through school workshops; and, (2) research with 16- to 25-year-olds, where the data is collected through interactive activities, as part of the ‘Young Changemakers’ event, scheduled to take place on 12 July 2024 at London Metropolitan University.



Qualifications

This is a great opportunity for a graduate student or PGR student who want to further develop skills around academic research (qualitative), writing and delivering of school workshops.



Skills

To support this project, we need two research assistants to support us with the following tasks:



Conduct desk-based research




  • Help capture the youth participatory approach applied on the project.

  • Undertake literature searches as appropriate, and a literature review around participatory research involving young people.

  • Assist in the analysis of qualitative data, as directed by the research leads.

  • Summarise the key findings of the activities.



Presentation of findings




  • Assist with the presentation of findings.

  • Participate in the documentation of the results arising from research activity.

  • Contribute towards the publication of the toolkit.



Planning and managing resources




  • Work to deadlines and manage competing priorities, with direction as appropriate from project leads.



University/school profile




  • As appropriate, liaise with relevant internal and external contacts/organisations in related areas of study.



Delivery of project




  • Assist with planning and delivery of an event, taking place at London Metropolitan University, where the aim is to run fun, interactive research activities for 16- to 25-year-olds.

  • Assist with planning and delivery of two workshops for Key Stage 2 students, scheduled to take place in a school in Camden, London, on 15 and 16 July, 2024.

This is an exciting opportunity to join an Innovate UK CyberASAP project aiming to address Risk Assessment in Transactions under Security Threats.



The financial losses in UK online banking due to fraud annually amount to almost 2 billion pounds. With the losses in online trading due to fake accounts, stolen credentials and information leaks the figure becomes truly astronomical. The design of security solutions requires complex expertise - understanding of the processes within transactional systems under threat, knowledge of potential adversaries and their malicious behaviour, justified choice of suitable tools for detection, neutralisation and prevention, and their proper configuration. The need for software for modelling the security infrastructure, estimating the security risks and analysing the impact of the solutions on security is extremely high due to the complexity of the task and the impossibility of demonstrating the solutions experimentally. this role is for the development of a desktop software application that:




  1.     Implement a model for risk assessment in transactions under security threats.

  2.     Design a model for behaviour analysis through simulated transactions

  3.     Calculate the security risks based on parameters of security analytics.

  4.     Determination of the impact of security infrastructure on risks



Qualifications

First Degree in IT related decipline

Current (near completion) or Awarded MSc in AI or Cyber Security



Skills

The ideal candidate for this position is a current/graduated AI/ Cyber Security/ Software Engineering PG student who will assist in the market research, modelling and implementation of software (MDP and Visualization algorithms for solving risk assessment tasks under security threats). strong programming skills are required.



A mixed background that combines knowledge from various areas, such as Machine Learning (ML), Cyber Security, and software engineering.

Purpose of the Post:



 



To support the Fees and Collections Manager with the proactive chasing of outstanding tuition fee debts. Through management and up keep of effective administrative systems the role will ensure that all chased debts are accurate and that students and stakeholders are communicated with in a professional manner.



 



In addition to supporting the collection of unpaid tuition fees the role will also support the Fees & Bursaries Team with general tasks such as building fees, and  responding to general fees and bursaries queries.



Main Activities and Responsibilities:




  • To provide administrative support for the university’s debt management process. Ensuring that students with outstanding tuition fees are communicated to in a timely and effective manner.



 




  • To support the charging and collection of student fees, maintaining data on the student records system.



 




  • To update and maintain local records of all tuition fee debt collection communication, both by the university and by students.



 



 




  • To provide customer service and advice and guidance to students who have tuition fee arrears ensuring that students are directed to both the necessary administrative services and pastoral support.



 




  • To attend University enrolment events to determine tuition fee liability/tuition fee status, apply any discounts, calculate the correct chargeable fee and check payments or other method of funding (amongst other ancillary duties). This may involve out of hours working.



 




  • Liaising with third parties such as Student Loan Company, NHS and overseas embassies to resolve issues and facilitate release of fee payments;



 




  • To assist in all aspects of the administration of bursaries including, but not limited to, the LSBU Annual Bursary and Access Bursary awards.



 




  • Responding efficiently and professionally to fees enquiries or requests for information, using guidance and procedures to resolve problems effectively and knowing when and how to refer very complex queries;



 




  • Reviewing and proactively inputting to the development and improvements of Student Fees systems and processes.



 




  • Demonstrate an understanding of and be able to communicate to all customers (applicants, students, sponsors, colleagues) clear and concise  information relating to  funding and financial support including, Undergraduate Tuition Fee and Maintenance Loans, Postgraduate Loans & Scholarships.



 




  • Audit records to ensure tuition fee invoices are raised correctly, in a timely manner and to ensure completeness of income. (i.e. creating, crediting, and voiding invoices on the University student records systems).



 




  • Monitor and act on work requests relating to course changes and check on authenticity of such requests. Update databases as required, ensuring accurate records are maintained pertaining to interruptions, withdrawals, course changes, refunds, invoicing and other changes.



 




  • Update student records with the latest information from external and internal sources including Sponsors, Student Finance England, Schools, International Office, Admissions and the University Income Team.



 




  • Provide advice and respond to customer queries regarding current government student support regulations, tuition fee assessment, tuition fee charges and fee debt, by telephone, by email, in writing or face to face (where necessary).



 




  • Provide advice and feedback to colleagues throughout the University and at all levels on fee related and administrative issues, including, but not limited to Tuition Fee Regulations, Academic Regulations, APELS, Bursaries, student financial support, student debt, student attendance etc



 




  • To provide cover for other members of the Fees & Bursaries Team during vacation and sickness and (on request) to support other members of the Fees & Bursaries Team in the completion of their duties.



 




  • To assist in the training of new members of the Fees & Bursaries Team



 




  • Assist in the update of training materials for the use of the Fees & Bursaries Team and to take part in the provision of face to face training for School and other administrative staff



 




  • Attend all necessary training/information sessions including UKCISA training prior to enrolment, relevant SFE meetings, compulsory training (Health & Safety/GDPR etc) and any other necessary events.



 




  • General clerical and administrative duties including (but not limited to) filing, scanning and attaching records to the INVU system; provision of fee related letters to students on request; monitoring of general tracker queries and answering telephone queries within service level agreements.



 




  • Undertake any other duties that may reasonably be required by your manger.



Qualifications

A Bachelor's Degree



Skills

Qualifications:




  1. A Bachelor’s Degree, equivalent qualifications or relevant work experience.



 



Experience / Knowledge




  1. Previous administrative experience preferably in a financial or student administration in higher education.

  2. Experience in customer-focused service delivery with a knowledge and understanding of the needs of students, clients and partners, and responding in a positive way to any feedback received.

  3. Experience of using and maintaining databases (student records databases preferred but not essential) & finance systems, together with a excellent level of knowledge of Microsoft Word and Excel.



 



Competencies:



 




  1. Teamwork - Actively seek to promote positive and open working relationships, co-operating and liaising with others to achieve goals.  Build and maintain an environment of co-operation and trust within the team.

  2. Communication – Demonstrate a high degree of interpersonal skills, communicate regularly, clearly and effectively with staff and students using the full range of communication methods: face to face; electronically and in writing.

  3. Initiative - Be willing to go beyond the normal constraints, work flexibly and apply lateral thinking approaches to problem solving. To lead on projects and take ownership of specific areas of work in line with the needs of the business.

  4. Additional Skills – be able to organise ones own time effectively and efficiently, to prioritise workloads, to quickly follow and understand instruction or guidance and highly developed analytical skills.

  5. Equal Opportunities – Be able to demonstrate an understanding of equality and diversity and to show an understanding of issues relating to equal opportunity and its practical application in the work environment.

  6. Able to demonstrate an understanding of, and commitment to, equality and diversity, and its practical application.

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