Department The York Online programmes are 100% online Masters programmes, delivered by the University of York in collaboration with an external partner (HEP UK). Based in Student Education and Experience, the York Online Support Team work in close collaboration with academic departments, HEP UK, and colleagues across the University to support the academic delivery of the York Online programmes with the aim of supporting student transition, retention and academic success. Role The post holder will undertake a range of specialised administrative activities that contribute to the effective operation of the York Online programmes. This will include responding to student enquiries; providing students and staff with advice on student support and mitigation procedures; providing administrative assistance for assessment processes; and collaborating with colleagues and partners to continuously improve the student experience. The post holder will be expected to engage with large numbers of students, living all over the world with a variety of backgrounds, and deal with sensitive and confidential matters whilst operating within the University of York’s Data Protection Policy. As there are six starts for these programmes per year, the role also requires the postholder to manage competing priorities to meet tight deadlines. Skills, Experience & Qualification needed Thorough knowledge of administrative procedures and processes used in a busy office within a large complex organisation Demonstrable experience of providing an excellent standard of customer service Ability to assist in reviewing procedures and processes, ensuring they are fit for purpose and offer a high standard of customer service, and to help implement any agreed changes Ability to maintain accurate records and work with a high degree of attention to detail Good oral and written communication skills, with the ability to provide advice and guidance to a wide range of people in a timely and professional manner, and in compliance with GDPR requirements Good organisational skills, with a demonstrable ability to work to deadlines and to manage competing priorities Strong IT skills: including word processing, email, maintaining spreadsheets; and the ability to quickly learn to use the Canvas LMS, e:vision, Qualtrics and a range of other software Interview date: To be confirmed For informal enquiries: please contact Luiza Morrell on luiza.morrell@york.ac.uk The University strives to be diverse and inclusive – a place where we can ALL be ourselves. We particularly encourage applications from people who identify as Black, Asian or from a Minority Ethnic background, who are underrepresented at the University. We offer family friendly, flexible working arrangements, with forums and inclusive facilities to support our staff. EqualityatYork