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Student Advisor - REQ9365

£31,688 - £31,688
 

Job Description

To provide a front line information and central support service to students from across the University as part of the Customer Services Team. To act as the initial point of contact on a range of issues which affect students’ university experience, resolving these wherever possible at the initial stage of enquiry or if appropriate managing the referral to a specialist advisor. The post holder will be a key contributor to enhancing the wider student experience at LSBU by providing a high quality, customer focussed service.  



 



Some weekend working will be required.  



 



 



MAIN ACTIVITIES AND RESPONSIBILITIES:  



 



- To provide a welcoming, supportive and knowledgeable service to students with a wide range of queries, either face-to-face, online, telephone and chat enquiries  



 



- To resolve problems in relation to general student advice and act as the initial student point of contact for Fees & Bursaries, Financial Advice & Funding, Dyslexia & Disability, and all services directed through the Student life Centre. To be able to provide general information and resolve straightforward problems relating to library and student IT support issues 



 



- To efficiently and effectively answer queries at the initial enquiry stage wherever possible. To make a judgement when referral to a specialist advisor is necessary and to book an appointment ensuring that the advisor is appropriately briefed on the students’ query.  



 



- To liaise with school administrative and academic staff, other central support services and the Students’ Union to facilitate the solution of student queries that lie outside the scope of the Customer Services Team.  



 



- To engage in regular team meetings and training to ensure personal expertise and knowledge is current and continues to develop.  



 



- To input data to computerised record systems, including confidential records, to record all enquiries and footfall to Customer Services locations and aid the production of accurate management information in line with Data Protection Legislation  



 



- To produce Student Status Letters and Council Tax Exemption certificates in accordance with university regulations 



 



- To produce replacement ID / Access cards when required in accordance with security policies.  



 



- To comply with the University’s Data Protection Policy and the Data Protection Act 1998 at all times when accessing and processing personal data.  



 



- Post holder to adhere to data quality and generate data that is accurate, valid, reliable, timely, relevant and complete. 



 



- To produce and update a range of on-line and paper-based information resources for students  



 



- To contribute to student orientation processes at the start of the academic session and at Open Days. 



 



- To undertake general administration and data input to support the efficient running of the Customer Services locations and other such duties as required for the effective delivery of its service to students.  



 



- To contribute to the evaluation and improvement of the service provided through the Customer Services Team.  



Qualifications

Not applicable



Skills

A. Excellent customer service skills and experience with a strong commitment to delivering a user focussed, professional service.  



 



B. Able to deal sensitively with enquires from a diverse range of individuals, and de-escalate and manage potentially difficult or conflict situations calmly and with confidence  



 



C. Excellent communication skills, listening as well as written and spoken English  



D. Experience and confidence with a range of IT applications including MS Office and a willingness to develop expertise in the use of technology and social media.  



 



E. A team player with a flexible attitude who works well with others and is able to create networks.  



 



F. Ability to work on own initiative to resolve a range of problems.  



 



G. Proven organisational skills with a meticulous approach and a keen eye for detail.  



 



H. Experience of prioritising and operating to tight deadlines whilst under pressure.  



 



I. Demonstrable commitment to own professional development and willingness to cover a wide range of activities within the role as it develops.  



 



J. A demonstrable understanding of equality and diversity, and professional conduct and their practical application within a student support environment  

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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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