Job Description
The Role
The Student Information Assistant will play a key role in the delivery of excellent customer services to all students and users accessing the new ‘Student Hub’ service. The postholder will provide helpful support and assistance in relation to a range of questions, issues, and/or services.
The role of the Student Information Assistant is to provide efficient and effective day-to-day support to students and other users of the service. The Student Information Assistant works in an agile and flexible, customer-focused team that supports a range of student related services and processes. The postholder will develop knowledge of a wide range of services, processes and issues and will be capable of addressing a broad range of enquiries face-to-face, online, by online chat and by phone.
The postholder will be an excellent communicator and enjoy working with people to resolve queries but also, they will be effective in encouraging and empowering them to develop their knowledge and problem solve by utilising self-serve options and by engaging online through the various methods available to them at the University.
The postholder will be an effective administrator, with customer services experience and ideally experience in a student related service. They will work closely with the Head of Service and team colleagues to contribute to the development of a newly formed virtual and physical ‘Student Enquiry service ensuring that it aligns with the University’s 2030s Strategic Plan and meets the needs of our diverse and engaged student community.
What you’ll do
This job description is subject to review and amendment in the light of the changing needs of the University, to provide appropriate development opportunities and/or the addition of any other reasonable duties.
1. Provide a professional, welcoming, and friendly service to all users, ensuring excellent customer care by taking ownership of their queries, and/or empowering them to manage a concern themselves where it may beneficial.
2. Provide administrative support to specialist staff and their service functions.
3. Triage all queries, whether online, by phone, online chat, email or personal visit and making arrangements to ensure the query is appropriately resolved.
4. Arrange appointments for students to see an appropriate staff member or arrange immediate assistance for students with urgent difficulties. This task requires the post holder to assess the degree of need in a particular individual who approaches the service.
5. Provide front line staffing during service hours and act as a primary point of contact for all users of the Student Enquiries Service – face-to-face and by phone, email, and online chat.
6. Work in in accordance with General Data Protection Regulation (GDPR) requirements and AU Confidentiality and Data Protection policies
7. Deal with sensitive issues with empathy and discretion, whilst maintaining professional boundaries.
8. Manage and prioritise all day-to-day operations for the Student Hub.
9. Deal with a wide variety of people in an efficient and helpful manner, be courteous and sympathetic to the needs of students, staff, and visitors.
10. Work with colleagues, pro-actively gather, monitor and maintain information and data on student queries, feedback, activities, events, and services to ensure a customer-focused response to all queries.
11. Assist with sending communications via social media, web, and email working from a communications calendar and templates.
12. Be responsible for maintaining the professional appearance of the physical and virtual Student Enquiries Service.
13. Ensure that information displayed virtually and physically is well presented, relevant, up-to-date, and regularly renewed.
14. Contribute innovative ideas and make suggestions for the continual improvement of services and procedures.
15. Communicate effectively at all levels of the organisation and with external customers.
16. Troubleshoot any problems users experience with accessing or using the Student Enquiry Service and resolve them or refer them as appropriate.
17. Actively contribute to the implementation of processes and procedures to improve service delivery, for example the testing of solutions and systems.
18. Respond to and resolve queries at source where it is possible in relation to a wide range of student matters - this will require an ongoing commitment to developing knowledge of services and processes relating to the student experience.
19. Assist students with a range of practical tasks, for instance the booking of individual and group study rooms, connecting devices to the Wi-Fi network
20. Carry a range of practical duties relating to Library support and provision
21. To undertake health and safety duties and responsibilities appropriate to the post.
22. To be committed to the University’s Equal Opportunities and Diversity Policy, together with an understanding of how it operates within the responsibilities of the post.
23. To be committed to your own development and that of your staff through the effective use of the University’s Effective Contribution Scheme.
24. Any other reasonable duties requested commensurate with the grade of this role.
Who you are – Qualifications, Experience, Knowledge and Skills required
Essential
25. Educated to A level standard or with equivalent relevant experience.
26. Excellent customer service skills with the ability to deal with sensitive situations, handle conflict constructively and maintain professionalism.
27. Excellent listening skills and problem-solving skills.
28. Excellent communication skills, both oral and written with the ability to convey complex technical information at the appropriate level for the customer.
29. Ability to remain calm under pressure and remain friendly and professional in potentially stressful situations..
30. Ability to follow procedures and to work methodically and accurately.
31. Ability to work as part of a team and contribute positively to the team effort. A good working knowledge of MS office and similar applications.
32. Oral (spoken) and Written Welsh Level B2. *
Desirable
33. Experience of working in a student related environment, i.e Student Services, Library etc
34. Experience of working within Further or Higher Education.
35. Ability to work independently and with minimum supervision.
36. Experience of working with people from a diverse range of backgrounds
37. Oral (spoken) and Written Welsh Level C1.
*More information on Welsh Language Levels can be found at:
How to apply
To promote a flexible workforce, the University will consider applications from individuals seeking full time, part time, job share, or term time only working arrangements.
Applications for this role must be made through jobs.aber.ac.uk. You are welcome to apply for any vacancy in Welsh or English and any application submitted will be treated equally.
Benefits
38. Flexible working policy
39. 36.5 – hour week for full-time roles
40. Generous leave entitlements – 27 days annual leave plus bank holidays and university closed days
41. Commitment to Professional Development
42. Enhanced contribution to our workplace pension schemes
43. Staff recognition and reward schemes
44. Opportunity to learn the Welsh language for free
45. Staff relocation bursary
46. Maternity, Paternity, Parental and Adoption Leave
47. Staff discount for gym facilities, hospitality, and retail on campus.
Please keep reading
We welcome applicants from all backgrounds and communities and, those that are currently underrepresented in our workforce. This includes but is not limited to Black, Asian and Minority Ethnic candidates, candidates with disabilities, and female candidates.
We are a Bilingual Institution which complies with the Welsh Language Standards and is committed to Equal Opportunities. You are welcome to apply for any vacancy in Welsh or English and any application submitted will be treated equally.
Employment Visa
Under the UK Government’s points-based system scheme, this role does not meet the criteria to be sponsored by Aberystwyth University (AU) for a Skilled Worker Route (SWR) application.