Student Services Advisor

Key Responsibilities

1. To be a first point of contact for Student Services, welcoming students, visitors, and other customers using Reception and LRC services, and dealing with requests for information and enquiries as appropriate.
2. To help maintain the Reception service desk and visitors’ waiting area and provide a high standard of customer service at all times.
3. To support students in their usage of the Learning Resource Centres, including assisting them to log in and use digital services, access learning resources and study spaces within the LRC, and help maintain an environment conducive to study.
4. To provide services to students such as ID cards, travel passes, print credits, etc.
5. To process incoming and outgoing mail and deliveries and maintain parcel security and the post room.
6. To support students with their usage of PayMyStudent (student financial support system) and answer queries relating to their application.
7. To be compliant with college cash handling protocols and financial regulations, and work in accordance with these regulations.
8. To act as a Fire Marshal or First Aider, as required, in the event of an incident.
9. To actively support and implement the ‘One College, One Mindset’ initiative.
10. To support key cross college activities such as enrolment, open evenings and recruitment events.
11. To follow departmental policies and procedures and operate within service standards at all times.
12. To adhere to organisational policies and procedures such as GDPR, Equality and Financial Regulations.
13. To carry out such other relevant and appropriate duties within the framework of a post of this grade that may from time to time be required at a location determined by the needs of the service.
14. To make full use of new technology in all aspects of job requirements.
15. To participate fully in:
    ·         Professional development 
    ·         In-service training opportunities which are made available
    ·         The delivery of in-service training to others in the area of specific responsibility
    ·         The college appraisal scheme

Skills, Knowledge and Expertise

1. Minimum Grade C in English and Mathematics or equivalent
2. Experience of working in a customer-oriented environment.
3. Experience and knowledge of customer care procedures.
4. Good presentation and written communication skills.
5. Ability to use current and emerging information technology such as Office365, the College app, etc.
6. Ability to work both as part of a team and on own initiative.
7. Good inter-personal skills and the ability to deal with all customers in a friendly and efficient manner.
8. Ability to show an understanding of, and commitment to College policies and procedures, particularly equality and diversity.
9. Ability to set high standards for students, colleagues and for themselves.
10. Positive personality – self-motivated.
11. Willingness to assist and interact with internal and external stakeholders.
12. Ability to be flexible and adapt workload/priorities to meet the demand of the unit.
13. Ability to perform a variety of functions within a team with a positive approach to change.
14. Clear personal commitment to meeting and surpassing customer expectations.

1. Understanding and an awareness of an educational environment.
2. Ability to answer enquiries using information retrieval systems (i.e. on-line databases).
3. First aid and/or Fire Marshall training certificate.
4. Commitment to keep up to date with new and emerging technologies and resources, and horizon scanning to identify potential opportunities to enhance the service.
5. Speak/understand another language.