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Student Services Officer - Graduate

£32,818 - £32,818
 

Job Description

Important - Please read: This role is for graduates only and is not suitable for current students. If you are interested in applying for this role, please write a statement outlining how your skills and experience match the points in the Experience/Skills Required section of this job advert.  If you have any questions about the role please contact the hiring manager who is Paul Guyver, DDS Manager at p.guyver@londonmet.ac.uk 



The Department of Student Services wishes to appoint a Student Services Officer to support the work of the Disability & Dyslexia Service (DDS) which is part of the Student Services Department. 



Student Services provides a range of student support, information, guidance and development services across the University. The department is composed of: Student Money & Accommodation Advice (SMAA); Counselling & Mental Health; Disabilities & Dyslexia Service (DDS); and International Student Support. These teams work closely together (and with other sections of the university) to provide the best possible services to our students, to enhance the student experience, to help students achieve their full potential and to meet the strategic aims of the University.



The Department is committed to high standards and innovation, taking an approach which is most suited to the needs of our student body, fits with the resources available and meets the strategic aims and objectives of the University, specifically in relation to: (a) recruitment, (b)  student experience and retention, (c) achievement, (d) investment and finance, (e) people and culture.



A range of services is offered, including the provision of information to students, web-based information, quick queries, one-to-one appointments, consultancy to academic and professional services staff.



You will be working with the Service Manager and Disability and Dyslexia Advisers providing administrative support to key service activities. Acting as the first point of contact for general queries you will provide advice in accordance with legislative frameworks (such as the Equality Act 2010) as well as DDS processes and procedures. You will assist with key DDS administrative activities to ensure records are kept accurately and student queries as addressed efficiently. You will additionally support DDS colleagues at workshops and events to help raise staff and student awareness. You will be based at the Holloway Road campus and work onsite five days per week.  



The post offers a good opportunity for individuals who are looking to develop skills and experience within the field of disability support.  



The postholder will:




  1. Act as a primary point of contact for Student Services, dealing promptly, professionally and efficiently with all incoming enquiries; make appropriate referrals and appointments both within the service and across the University. (Advice and information could be given by the phone, in person, email or via online services). 

  2. Carry out relevant day to day administrative and office procedures within Student Services, ensuring an excellent customer experience and high service quality, through attainment of agreed timescales and quality standards.   

  3. Work collaboratively with other team members and the Service Managers, to ensure the efficient and effective running of Student Services.

  4. Work with a customer centred approach to ensure that there is collaborative working with external and internal partners at all times, mindful of the reputation of Student Services and wider University, championing best practice within Student Services.

  5. Accurately and efficiently update administrative records/spreadsheets and databases in respect of any student interaction with Student Services as required.           

  6. Maintenance of and archiving of all files and records, keeping in line with all legislative and financial requirements.

  7. Maintenance/devising of the services standard letters, forms and on line and e-material.

  8. Collation and reporting of data in relation to service levels in order that the effectiveness of Student Services can be continually monitored.

  9. Collate and relay customer feedback and comments in order to assess and improve upon the service levels provided by Student Services.

  10. Plan and prioritise own work activities, responding to workflow and requirements within Student Services, in addition to own responsibilities.

  11. Annual reviewing, amending and distribution of the applicant ‘welcome’ information, in conjunction with other Student Services staff, Supporting the start of year activities in order to promote Student Services to both staff and students

  12. To be proactive in maintaining and developing areas of knowledge, in particular that relating to relevant legislation, practices and sector best practice, and sharing such knowledge and expertise with colleagues.

  13. Responsible for overseeing the bookings and day to day running of SpLD screenings in the DDS including, detailed SpLD IAG to students in relation to the results of the screening, recording of screening results, explanation of next steps including Educational Psychologist assessment, Educational Psychologist funding and the Disabled Students Allowances.

  14. Coordinate Educational Psychologist bookings on and off site, including: booking of appointments, receipt and processing of all Educational Psychologist reports with the DDS.

  15. Supporting Service Managers and teams with key activities and projects central to the University strategic plan and Student Services operations by providing relevant and timely administrative support.

  16. Support the Student Services e-community strategy through the production and facilitation of the e-bulleting and e-meetings and training.



Qualifications

Education and training




  • Educated to degree level or equivalent.   (essential)

  • Specialist qualification in an area closely related to disability, specifically SpLD, or equality issues. (desirable)



Skills



Person Specification (essential/desirable criteria)



Relevant experience




  • Substantial experience in a supportive role within a team structure (essential)

  • Experience of office routines in a multi-function, fast paced, environment.  (essential)

  • Experience of working with people from a diverse range of backgrounds including people with disabilities and mental health issues. (essential)

  • Experience of record keeping and reporting. (essential)



General and special knowledge




  • A high level of knowledge of the support available to students with disabilities within Higher Education. (essential)

  • Awareness of: (a) record keeping systems, (b) the student life-cycle in relation to disability and (c) process for reasonable adjustments  (essential)

  • Understanding of the need for confidentiality associated with the role. (essential)

  • Knowledge and experience of financial work including application of organisational and/or regulatory requirements.  (essential)

  • Knowledge of the Disabled Students Allowances and Higher Education Statistics Agency (HESA) processes and ability to administer them. (desirable)

  • Knowledge of SpLD and understanding of support for SpLD in  HE environment (desirable)

  • Awareness of: (a) record keeping systems, (b) the student life-cycle in relation to disability and (c) process for reasonable adjustments  (essential)

  • Understanding of the need for confidentiality associated with the role. (essential)



Skills and abilities




  • Excellent organisational and coordination skills, including attention to accuracy and an ability to prioritise effectively. (essential)

  • Excellent written and oral skills and the ability to communicate clearly and confidently. (essential)

  • Ability to be flexible and self-motivated and to work alone and in teams. (essential)

  • Ability to work constructively with a wide range of people from diverse backgrounds. (essential)

  • Excellent ICT skills including word processing, spreadsheets, databases, use of email, internet, university-specific systems such as Evision and SITS; a willingness to develop these skills as necessary. (essential)

  • Ability to communicate effectively with students / applicants who are angry or distressed.  (essential)

  • Ability to create and maintain systems and records, both paper and electronic. (essential)



 



 



 

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The admissions office is recruiting for roles within our clearing team as admissions assistants for our clearing operation.The majority of successful applicants would start with us on 8th August. However we will have 8 roles beginning Thursday 4th July 2024. 



You will be a key member of the business process, interacting with applicants, assessing applications, data processing among other administrative tasks.



This role is under a temporary contract and will require early and late hours during key dates. If you wish to gain the experience of being a team member in a large business operation please submit an application.



Please note the number of hours available may vary due to the nature of the role. For this reason we cannot guarantee your position will be available until the expected end date.



Expected interview date - Week commencing 6th May 2024 - Interviews will be conducted in person on Holloway campus. After the interview you will be asked to complete a short test. 



In order to apply for this role you must have be a current student of London Met or a recent graduate of London Met



Qualifications

There are no minimum qualifications for this role.



Skills

Experience/Skills required



You are required to have good IT skills, a professional attitude and a strong work ethic. This role involves following specialised business and administrative work processes for which full training will be provided.



You will be capable of working in a team and able to communicate confidently with various stakeholders at various levels. You will be able to demonstrate flexibility and the ability to work as an individual.

This is a 2.5-week role leading online HIIT exercises classes to participants of an ongoing clinical study. You will be provided with the exact program that will be delivered. The classes are every Monday, Wednesday, and Friday from (flexible start date for training) Wednesday 22nd March to Monday 10th April on the following schedule:




  • Wednesday 29th March & 5th April: 6:30am, 2pm, 5pm

  • Friday 31st March: 7am, 5pm

  • Monday 3rd April: 7am, 2pm

  • Good Friday 7th April: 1 session time TBC (whatever suits you)

  • Easter Monday 10th April: 1 session TBC (whatever suits you)



+ shadowing classes/training for each session prior to starting independently on Wednesday 29th.



The sessions are delivered online through Microsoft Teams and consist of 1-3 people per session. You are there to demonstrate the movements, ensure everyone’s form is good, and time the intervals for the participants. Also heart rates are collected from each participants before, during and after the sessions.



Each session takes approximately 45 minutes to 1 hour.



The time requirement for this role is 15 hours total (12 hours of classes + 3 hours of training).



Qualifications

Qualification in a related field (e.g., physiotherapy).



Skills

Prior knowledge of exercise/fitness and proper form preferred (e.g., physiotherapy, PT qualification).

Job purpose



To main focus of the post holder is dedicated to effectively provide confidential, professional administrative support to the Head of Housing Services and to the Housing Services team. To effectively provide a customer focused reception service of excellence for Housing Services. To be the first point of contact for, and to represent the team, both internally and externally, whether in person, by telephone or by email, responding to all generic enquiries or by referral to an appropriate team member when escalating non-routine enquiries.



The post holder will be required to support the Head of Housing Services in delivering a customer focused service of excellence; providing advice and guidance encompassing the broad range of housing options available to students and staff.  The range of this role is not limited to the Queen Mary halls of residence, but includes nominated private providers, private housing as well as homestay or short stay options.



 



Main duties and responsibilities




  • To provide a customer focused first point of contact to students, staff and private landlords, the public and other external bodies, judging when to pass on or escalate complex queries.

  • To check all applications received for housing eligibility, and issue relevant and timely feedback to applicants.

  • To represent Housing Services at all Queen Mary internal and external events, particularly at main residential arrival and departure days, to provide and sustain a positive image for Residential Services

  • To manage and keep updated the Housing Services team diaries.

  • To check the accuracy and relevance of information and imagery on the Residential Services website..

  • To provide administrative support to the Housing Services team.

  • To advise the Head of Housing Services on noticeable trends in customer enquiries.

  • To be flexible at key times within the university calendar to support the delivery of services that will be outside normal business hours, which will include working in the evenings and at weekends

  • To comply with all Queen Mary and Directorate policies and procedures and demonstrate a commitment to the Directorate purpose statement and values

  • To implement recognised good practice in communication and cohesion, to promote the culture and behavioural change programme that has been embarked upon by the Directorate.



Qualifications

GCSE, NVQ (Level 3) or City and Guilds in English and Maths or equivalent



Skills

  • Significant experience working within an HEI or privately built student residential environment

  • Significant experience working in a customer service environment providing exceptional customer service

  • Understanding of the relevant regulations and national codes of practice and the implications of non-compliance

  • Experience managing conflicts, resolving or escalating complaints, with the ability to use own initiative to handle difficult situations with tact and sensitivity

  • Familiarity with budgeting and financial management

  • Knowledge and understanding of HEI Admissions systems, key dates and SITS student record system

  • Knowledge of the private sector housing market



Skills/Abilities




  • Excellent written and verbal communication and interpersonal skills with the ability to communicate effectively with staff and external contacts at all levels

  • Computer literate with a good knowledge of Microsoft Office software, particularly Excel

  • Able to plan, manage and monitor a variety of commitments, balancing workloads to meet service demands

  • Excellent attention to detail and a systematic approach to work

  • Friendly, approachable, diplomatic and able to relate to people

  • Flexible attitude and willing to learn, develop and improve both individually or as part of a team



Other




  • Able to deal with personal, private and confidential issues with appropriate discretion (Data Protection Act)

  • Able to manage job role in line with customer expectation of Equality and Diversity Policy

  • Able to identify resolutions to problems and utilise analytical skills

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