Job Description


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UNIVERSITY OF LINCOLN STUDENTS’ UNION JOB DESCRIPTION

JOB TITLE: Team Member (Advice Centre)

DEPARTMENT: Membership Services

LOCATION: Students’ Union

REPORTS TO: Advice Centre Manager

SALARY: Aged 25+: £7.83 per hour plus holiday Aged 21-24: £7.38 per hour plus holiday Aged 18-20: £6.50 per hour plus holiday

DATE: March 2018

Fixed Term 1st April 2018 – 1st September 2018 20 hrs per week.

Context

The Students’ Union is an independent body affiliated to the National Union of Students and exists to support students in both their academic and non-academic experiences; whilst working closely with the University and local community.

Job Purpose

The successful candidate will work within our Advice Centre, a key service delivered by the University of Lincoln Students’ Union (ULSU) and will be an integral part of the customer journey in the Advice Centre and be the ‘front face’ of the service. They will act as an initial point of contact for students accessing the service and professionally assess their needs.

KEY RESPONSIBILITIES Key Responsibility 1 Deliver independent, impartial and non-judgemental Customer Service & Triage to Students. To provide professional front facing customer service and a triage service during core hours for the ULSU Advice Centre Greet students and welcome them to the Advice Centre, including taking details of their query. Support in booking appointments, including dealing with initial enquiries face to face, over the phone and over e-mail and completing in relevant spreadsheets and referral forms. Support in ensuring all relevant case details are taken before the case is passed to an advisor and entered onto the Advice Centre Section of our database / case recording system. Supporting in ensuring that all Advice Centre administration tasks are completed to a high quality and timely manner and ensure that responses to queries are undertaken in a timely manner in line with our service level requirements. Maintain strict client confidentiality at all times and adherence to organisational Data Protection policy. Page 1 of 4



Key Responsibility 2 Support advice centre campaigns to educate and support members on student issues Assist the Advice Centre Manager with Advice Centre campaigns. Promote Advice Centre campaigns through social media, talking to students and manning the ‘pop-up Advice Café ‘which will go to various locations around campus. Check & ensure that promotional Material (booklets/leaflets) are placed at key places within the University & Students Union. Work with the Advice Centre Manager to contact Personal Tutors, Academics and Support Staff to arrange lecture talks and training sessions for both staff and students. Key Responsibility 3 Volunteers support Assist the Lead Advisor with the day to day activities of Volunteers. Ensure aims and objectives as set by the Lead Advisor are clearly communicated to volunteers and monitored when required. Ensure that organisational values are adhered to whilst volunteers are working within the Advice Centre. Act as a point of contact & information for the Volunteer advisors if all other staff are out of office or in appointments when appropriate. In addition, undertake such duties as may reasonably be requested and that are commensurate with the nature and grade of the post.

ADDITIONAL INFORMATION

Scope and Dimensions of The Role

Work in a manner that reflects the values of the organisation as shown in the Union’s constitution and strategic plan, and in line with Union policies and procedures. Promote a positive image of the University of Lincoln Students’ Union at all times. Keep abreast of relevant national and local developments and attend conferences, training events and meetings as necessary. Maintain confidentiality in respect of all areas of the job responsibilities and be aware of current policy relating to the Data Protection Act 1998. Engage in appropriate training programmes as identified by your line manager. Participate in the staff performance and development review scheme. Actively follow and promote Union policies. Some attendance at meetings outside normal office hours may be required. Maintain confidentiality in respect of all areas of the job responsibilities, and be aware of current policy in relation to the Data Protection Act 1998. To undertake such other additional duties as may be required from time to time, within the overall scope of the appointment as directed by Line Manager or the Senior Management Team.

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Key Working Relationships

Advice Centre Manager Executive Team (Sabbatical Officers, Chief Executive) Head of HR & Deputy CEO University Student Support Services Student Buddies Union Staff Team

External Contacts

University of Lincoln Colleges/ Schools University of Lincoln Student Support Services Graduate School Secretariat University Support Services Landlords/Agents

Author

Rachal Lilley

Date Published

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March 2018

UNIVERSITY OF LINCOLN STUDENTS’ UNION PERSON SPECIFICATION Job Title: Team Member Selection Criteria

Essential (E) or Desirable (D)

Qualifications: Good general education background GCSE or equivalent in English and Mathematics Experience: Experience of providing customer service Experience of supporting a team Experience of assessing situations & needs of customers Experience of supporting projects/campaigns Experience of supporting volunteers Experience of administration & diary management Experience of keeping effective and confidential client records and statistics Experience of working with students in a FE/HE environment Skills and Knowledge: Interest in Advice & Support Services Strong customer service skills Exemplary written and verbal communication skills Strong IT skills, including an advanced level use of Excel, Word, PowerPoint and Outlook Professional presentation of documentation and correspondence Able to manage own workload, time and priorities Ability to work flexibly according to business needs Competencies & Personal Attributes: Commitment to the delivery of high standards of service Confidentiality and Diplomacy Ability to adapt to changing situations Proven ability in organising Understanding of, and commitment to, Equal Opportunities within the Workplace Personable and Professional in relationships with others Business Requirements: DBS clearance will be required May be required to work occasional evenings and weekends University of Lincoln Student during the academic year of 2017/18

Where Evidenced Application (A), Interview (I), Presentation (P); References (R)

E E

A A

E E E D D E E

A/I/R A/I A/I A/I A/I A/I A/I

D

A/I

E E E E

A/I A/I/R A/I A/I

E

A/I

E E

A/I A/I

E E E E E

A/I/R A/I A/I A/I A/I

E

A/I

E E E

A/I A A

Essential Requirements are those, without which, a candidate would not be able to do the job. Desirable Requirements are those which would be useful for the post holder to possess and will be considered when more than one applicant meets the essential requirements.

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