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Operations Supervisor

£35,763 - £35,763
 

Job Description

PURPOSE OF POST 



 



To support the Registration Coordinator in relation to the day-to-day processes within the Registration Team. These processes include, but are not limited to enrolment, re-enrolment, certificates, transcripts and student study records archives.



 



To supervise a team of Registration Officers.



 



To improve student experience by ensuring all queries are responded to in a timely manner.



 



To be present in-person at face-to-face enrolment events in order to coordinate service delivery, deal with problems and issues as they arise and to offer excellent in-person customer service to applicants as and when required.



 



To assist with student record management.



 



To contribute to data quality by maintaining and updating data in various systems.



 



The post holder will be expected to have a considerate and flexible approach to work, taking into consideration LSBU’s behaviour framework - Behavioural Framework - Connect (lsbu.ac.uk),  working to support their line manager and fellow Coordinators when needed, to ensure business continuity across all teams within Academic Services.



 



The role may include flexible working including evenings, open days, enrolment, course induction, welcome events and weekends.



  



 



 



KEY RESPONSIBILITIES  

 



Note: The following is an indicative description of the tasks that the post holder will be expected to provide. The frequency of activities will be dictated by the time of the year and the student-based cycle of events. The description of the work is not exhaustive, and the post holder will be expected to carry out relevant and related tasks as required. 



 



 



 




  1. As a first point of contact, to provide an efficient, friendly, and helpful first line support to internal and external stakeholders across the University in relation to processes within the Registration team including, but not limited to enrolment, re-enrolment, certificates, transcripts and student study records archives.



 




  1. To support the Registration Coordinator in the day-to-day running of the Registration Team and with small-scale projects as and when required.



 




  1. To supervise a group of Registration Officers.



 




  1. To manage user accounts for the Student Record System and the Re-enrolment Administration Module, ensuring accurate auditable records are kept.



 




  1. To manage with the production, checking and despatch of transcripts and award certificates to confirm University awards. To assist with the re-issue or replacement of these certificates as required.



 




  1. To assist with the maintenance of accurate and complete student study records archives.



 




  1. To escalate any enquiries that cannot be resolved immediately to the Registration Coordinator, whilst maintaining ownership to ensure a solution is found and communicated to the enquirer.



 




  1. To carry out regular data and records check within the Registration team. This includes checking module registrations, results, certificates, transcripts and archives and other data.



 




  1. To work with the Registration Manager to arrange enrolment and re-enrolment sessions, including coordination with relevant staff and the Estates Team. Contacting applicants with enrolment information and providing a smooth enrolment process to enhance the student experience.



 




  1. To be present in-person at face-to-face enrolment events in order to coordinate service delivery, deal with problems and issues as they arise and to offer excellent in-person customer service to applicants as and when required.



 




  1. To be responsible for carrying out daily system maintenance activities including, but not limited to running system processes, testing, undertaking data uploads and data entry and ensuring information provided by students is updated in a timely manner.



 




  1. To be responsible for daily system maintenance activities including, but not limited to running system processes, undertaking data uploads and data entry and ensuring information provided by students is updated in a timely manner.



 




  1. To lead on the documentation of all processes within the Registration Team.



 




  1. Attend training for continued professional development, to maintain or extend specialist knowledge and skills in specific areas as required.



 




  1. To undertake other reasonable duties in the spirit of and commensurate with the current grade, as agreed with the Head of Academic Services or their nominee.



 



This list is not exhaustive.  The post holder will undertake reasonable tasks as commensurate with the grade.



Qualifications

Please see above



Skills

PERSON SPECIFICATION / SELECTION CRITERIA  



 



Experience  



 



Applicants will be short-listed solely on the extent to which they meet the following essential (E) and desirable (D) requirements: 



 




  1. A minimum of one year’s practical administration experience (E) working in a higher education setting (E), supporting and resolving students concerns both face to face and online. (E) 



 




  1. Experience of supervising team members to achieve common goals (E), experience of day-to-day allocation of workload (E) and re-allocation of resources to ensure business continuity. (D) 



 




  1. Experience of working on small-scale projects. (D)



 




  1. Proven IT skills and familiarity with MS Office tools, especially MS Excel to manipulate and present data. (E)



 




  1. To be able to use own initiative to plan, prioritise and organise own varied workload, in a timely manner (E), to approach challenges/problems in a flexible, creative and proactive way. (E) 



 




  1. To operate flexibly either as part of a team or independently. (E)



 




  1. Experience of writing and maintaining process documentation. (D)



 




  1. Excellent oral and written communications skills interacting with internal and external customers at all levels including delivering training. (D)



 




  1. Proven experience of delivering excellent customer service, especially at in-person customer-facing events. (E)



 




  1. Task focused with a proven ability to prioritise and meet challenging deadlines. (E)



 




  1. To be committed to and have experience of the application of ICT in administration (E). Knowledge of word processing, databases and spreadsheets (E) and of the use of the CRM (E) and web (D). Willingness and ability to learn new packages in order to carry out the duties of the role (E).



 




  1. Knowledge of UK data protection legislation and how it applies to the day-to-day provision of reports and services within a Higher Education setting. (E)



 



 

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We can only consider candidates who can begin work on the week commencing the 12th of august. 



Shortlisted candidates will be invited to an assesment day onsite on the week commencing the 22nd of July.



Please note that the end date for this role may change depending on workload. 



Roles and responsibilities 




  • Provide professional and courteous support to students and other callers via telephone, guiding them through the clearing process and addressing their inquiries.

  • Assist applicants with the completion of application forms, ensuring accuracy and compliance with university policies and procedures.

  • Act as a knowledgeable resource, providing information on available courses, admission requirements, and any other relevant details.

  • Maintain accurate and up-to-date records of interactions and application progress.

  • Collaborate with the admissions team to ensure a smooth and efficient clearing process.

  • Handle confidential information in a secure and responsible manner.

  • Support admissions officers on ad-hoc tasks



Qualifications

Please see above 



Skills

  • Previous experience in a customer service role, demonstrating excellent interpersonal and communication skills.

  • Ability to communicate effectively over the telephone / emails with a clear and professional voice.

  • Strong attention to detail and organizational skills to handle multiple tasks and applications simultaneously.

  • Familiarity with university admissions processes or clearing procedures is a plus.

  • Proficiency in using computer database and software applications relevant to the role.

  • A commitment to providing outstanding service and maintaining a positive and helpful attitude.

The post is to support funded interview research concerning learners of colours’ experience of pursuing graduate career plans. The post would involve recruiting interviewees, setting up interviews, conducting interviews and preparing transcripts for analysis. You would receive full training and supervised throughout all activities. You would conduct around 12 interviews in total as part of this project. Given the focus of this project, you would also need to be a learner of colour (i.e., of African or Asian cultural heritage).



Main Responsibilities



· Utilise and deploy basic research techniques under the supervision of a senior member of staff.



· Assist in the planning and implementation of specific research activities, as directed (specifically, arranging interviews with individuals via email/phone).



· Assist in the collection of data including conducting interviews and focus groups, as appropriate.



· Assist in the analysis of qualitative data, as directed (specifically, conducting interviews either face to face or via Microsoft Teams).



· Contribute to the solution of problems encountered in the research context, referring issues as appropriate to the senior staff (the project lead, Dom Conroy).



· Administration around interview transcript production.



· Potential involvement with initial analysis of interview transcript data.



· Attend weekly (at first) face to face meetings to discuss ongoing work.



· Assist with the presentation of information on research progress and outcomes to relevant sponsors etc (namely, at the Advance HE July 2024 conference and the BERA September 2024 conference).



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



· Contribute towards the publication of research findings in suitable publications.



· Planning and managing resources



· Work to deadlines and manage competing priorities, with direction as appropriate from the line manager. University/school profile



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



The purpose of the job description is to indicate the general level of responsibility and location of the position. The duties may vary from time to time without changing their general character or level of responsibility.



Qualifications

See Experience/Skills required field



Skills

Additional details



To apply for this post, you need to be either a current London Met student or within 18 months of studying for a degree at London Met. This is a requirement of ‘Met Temps’ the agency through which recruitment for this role is being administered. As above, given the focus of this project, you would also need to be a learner of colour (i.e., of African or Asian cultural heritage). To work in this role you would need to register with Met Temps, but note that this can be done retrospectively and you can apply for this role by emailing the relevant application materials to me directly. The rate of pay for this role will be the minimum London pay wage of £13.15 per hour.

Role profile




  • Cover the residence's front desk and deliver the highest standards of customer care in line with Fit for Kings’ commitments. 

  • Cover all reception duties including checking in guests, keeping track of keys, greeting and directing all visitors and managing the phones and email accounts.

  • Responsible for providing a professional, accurate, and efficient service to a wide range of people, including current residents, members of the public, colleagues, and external agencies. 

  • First-line complaint handling, offering, guidance, solutions, and, where necessary, escalation to the appropriate parties.  

  • Logging and monitoring maintenance requests and escalating jobs outside of the agreed service level agreement and providing appropriate feedback to residents.  

  • Ensure all policies and procedures are followed in regard to guests, visitors and visiting contractors/maintenance teams, signing in all visitors and making them aware of health and safety and fire responsibilities.  

  • Manage all incoming post and parcels following the relevant processes.




  • Ensure housekeeping standards are high across the site, including the reception area and communal areas, bedrooms, laundry, etc.  

  • Active participation in team meetings and contribution to working practices to ensure effective service to residents.  

  • Work within a structured framework of all standard operating procedures. 

  • Provide operational support to ensure the effective delivery of a high volume of accommodation turnaround during Welcome to Kings and summer business.

  • Carry out additional tasks and ad-hoc duties when required by the management team.



 



 Communication & Networking  




  • Provide a range of support for students and the management team within residences.  

  • Provide an immediate source of guidance to residents and demonstrate an understanding of the range of resources within residences and campus.  




  • Professionally manage and respond to high volumes of written and verbal communication with residents and King’s departments. 

  • Provide accurate daily handovers to ensure vital information is shared between all teams and shifts.  

  • Responsible for handling a range of sensitive data in line with GDPR policies. 

  • Triage a wide range of information to appropriate people, for example, residence manager, security, welfare, and conduct teams with the appropriate discretion.  

  • Reporting maintenance matters, gathering detailed information from residents to report jobs directly in planon to ensure appropriate escalations.  



 



Decision Making, Planning & Problem-Solving 




  • Work autonomously at the front desk and act as the custodian of residence on evenings and weekends and at other times whilst the manager is absent. 




  • Deal with a broad range of inquiries from students, and staff, managing visitors and contractors, etc. 

  • Manage daily handover to the housekeeping team/security and relevant departments.  




  • Provide first line response to emergencies such as fire, facilities outages, and serious resident welfare matters, and escalate appropriately following residence escalation policies.  

  • Complete weekly, daily site audits relating to health and safety, and cleanliness and communicate all findings to relevant parties.  

  • Conduct room/kitchen audits, flagging any issues or concerns to relevant people.

  • Identify immediate health and safety concerns and escalate appropriately.  

  • Help the Residence Manager investigate resident conduct issues as and when appropriate.



Analysis & Research 




  • Input and extract data from a range of software functions such as Mercury, Planon, iAuditor, and KX to manage housekeeping and maintenance tasks.  

  • Management of data from planon to ensure that jobs remain in SLA. 



Teamwork, Teaching & Development 




  • Collaboration with colleagues to manage daily reception duties. 

  • Provide orientation, job training and guidance for newer team members. 




  • Guide housekeeping team and contract cleaners (summer) on daily tasks and specific areas requiring focus. 

  • Present site updates at building together forums. 

  • Managing projects such as room inspections and delivery of green impact with minimum or no supervision. 

  • Orientation of students through the welcome period. 



Physical Demands & Working Environment 




  • A mixture of high-concentration office-based and operational tasks.  

  • Manual handling requirements. 

  • Understanding of the risks involved in the working environment. 

  • Assessing site safety and security on regular inspections  



Pastoral Care 




  • Demonstrate empathy and escalate any concerns for the resident’s well-being. 

  • Handle sensitive information concerning welfare-related incidents with appropriate levels of respect and confidentiality. 

  • Assist vulnerable residents. 

  • Ensure the safe evacuation of residents in the event of fire alarms. 

  • Provide support to residents requiring first aid assistance. 



 



Qualifications

  • A-Levels or suitable relevant experience

  • Customer Service training or relevant experience

  • Higher Education

  • Hospitality Background



Skills

  • Excellent Command of the English Language

  • Strong I.T. Skills

  • Hotel/Youth Hostel/Student Accommodation reception experience

  • Excellent written and oral communication skills

  • Knowledge of foreign languages

  • Interpersonal skills

  • Be friendly, Smiley, sociable and welcoming to our students to create a great atmosphere

  • Ability to comprehend complex issues quickly

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