Advice Centre Administrator Recruitment Pack June 2019
Recruitment Pack – Advice Centre Administrator
WELCOME Thank you for your interest in the role of Advice Centre Administrator at Kent Union. We are a successful, vibrant and exciting organisation with a bright future ahead of us. We have achieved a great deal in the last few years, more than doubling in size to our current £12 million turnover, 500 employees and 2,000+ volunteers. Kent Union is a great place to work. We were re-accredited with Investor in People Gold status in December 2014, and were accredited with Leaders in Diversity in 2013; we were the first students’ union in the UK to achieve Investing in Volunteers status and have been included in the Sunday Times 100 Best Not-For-Profit Organisations to Work For, for 10 years, placed 58th for 2019. The Advice Service has grown considerably over the last few years, providing support to 4,500 students each year on issues ranging from immigration and housing to academic issues and student funding through centres in Canterbury and Medway. The post holder will work within the Union’s Advice Centre and will be responsible for providing an excellent front-line service to all students and visitors to the Advice Centre. The post-holder will act as the initial point of contact on a range of issues and will be responsible for providing a welcoming, positive, supporting and knowledgeable response, resolving issues wherever possible at the initial stage of an enquiry or if appropriate directing to staff within the Advice Centre. The role also involves providing administrative support to the Advice Centre team, alongside accurately collecting and collating statistical information about students accessing the service. This pack should provide everything you need to support your application. It contains:
Job description Person specification Copy of full advert Summary conditions of appointment Summary governance and management arrangements Application and selection process and timetable
If you require further information, please contact Cassie Duce, Senior Student Adviser on 01227 827724.
Recruitment Pack – Advice Centre Administrator
WHY WORK FOR US? We’re Bold You’ll be working for an organisation that is innovative and challenges the status quo to stand up for students and ensure they have the best time at University. You’ll get to directly shape what we do and pioneer new areas of work.
We’re Supportive We offer 37* days of annual leave, time off for volunteering, ability to occasionally work from home and an optional pension scheme. We’re also flexible as we understand that life isn’t 9-5 and we’ll always look at how we can best adapt to meet your needs.
We’re Inclusive We are an organisation that champions equality and diversity and works to embed this in everything we do. We positively encourage applications from all individuals irrespective of their gender, age, ethnicity, sexuality, religious beliefs or disability.
And It’s Great Fun! We are always working hard to improve the student experience but we have a great time doing it. You’ll be joining a team of passionate and friendly people and get to be involved in all the incredibly random fun things we do that make Students’ Unions such amazing and unique places to work.
*Entitled to 23 days’ leave, increasing by 1 day a year to a maximum of 28 days; 6 ‘customary’ days’ leave, normally taken over Christmas; and the 8 statutory leave days for England. Total entitlement is therefore 37 days in year 1, rising to 42 days after 5 years.
Recruitment Pack – Advice Centre Administrator
THE ROLE Job Description – Advice Centre Administrator Department: Advice Reports to: Senior Student Adviser Role Purpose:
The post holder will provide the Advice Centre with excellent front-line service to all students and visitors, as well as providing administrative support.
Duties and Responsibilities Financial Responsibilities 1. To assist the Head of Representation and Advice in ensuring all budgets are managed effectively, ensuring full adherence to Kent Union’s financial reporting procedures. Responsibility for People 1. To provide support and training to temporary staff working in the Advice Centre reception. Operational duties 1. To provide a front-line service to all students and visitors to the Advice Centre. Determine the most effective resolution to any queries, including, providing detailed information, leaflets or referring the student to the Union website or to colleagues within the Advice Centre. 2. To maintain accurate records by logging all enquiries. 3. To deal with all enquiries in a sensitive and non-judgemental manner, ensuring strict customer confidentiality at all times. 4. To respond to telephone advice line enquiries, dealing with the query when possible or diverting calls to the Duty Adviser or taking messages when necessary. 5. To make appointments for students determining the nature of the query arising and assessing the length of appointment required in a timely manner. 6. To deal with emails received into the team email inbox, responding to general emails where appropriate and flagging up emails for advisers. 7. Maintain accurate and comprehensive notes on the internal case recording system. 8. Attend and contribute to team meetings, induction programmes, fresher’s events and other events as required.
Recruitment Pack – Advice Centre Administrator
9. To maintain strict client confidentiality at all times and to abide by the Advice Centre’s confidentiality policy. 10. To provide general administrative support in a confidential manner. 11. To keep accurate statistics and to collate and complete statistical information as and when required 12. To provide a pre-appointment checking service as required specifically relating to Access to Learning Fund applications and visa applications. 13. Ensure that all leaflets, information forms, application forms or other documents are up to date and available for students and colleagues. 14. Liaise with colleagues to ensure that the Advice Centre website is current and up to date. Expected Behaviours 1. To attend all training sessions necessary to ensure post holders knowledge and skills are kept up to date. To attend all appropriate meetings as and when required by Kent Union. 2. To contribute to the positive image of Kent Union with students, University and the local community. 3. A full commitment to the organisation’s democratic structures. 4. To ensure systems are in place to reduce Kent Unions’ impact on the environment. 5. To support elected officers in delivering their manifesto pledges and in developing, coordinating and promoting the democratic structures and provide any briefings required. 6. To comply and complete the objectives set out in the post holders personal development plan and any relevant aspects of the Kent Union Operating Plan and undertake regular training to ensure continuing professional development. 7. To contribute to creating a culture of excellence in customer service, ensuring that customers’ expectations are exceeded whenever possible. 8. To ensure that the Union’s Health, Safety and Well-being Policy and appropriate Health and Safety legislation is adhered to at all times 9. To undertake other tasks and responsibilities compatible with the level and nature of the post as required by your manager from time to time Summary of terms This is a part-time position, working during University term time (33 weeks per year). 27.5 hours per week (Monday – Friday 10 am – 4 pm) The normal place of work is the University of Kent, Canterbury Campus This job description does not form part of the contract of employment.
Recruitment Pack – Advice Centre Administrator
WHAT WE’RE LOOKING FOR
Person Specification Essential requirements should be demonstrated before appointment and maintained in post. Desirable elements should be developed and maintained once in post as needed Qualifications
GCSE Maths and English or equivalent
Essential Desirable
Tested at Interview
X
Tested at application X
Experience Experience of working in a busy, customer-focused organisation
X
X
Experience of building strong and productive relationships with internal and external stakeholders.
X
Experience of providing basic advice and information to a wide range of service users
X
Experience of general administrative work
X
Experience of working in a public sector or not-forprofit environment A track record of delivering the highest standards of customer service
X
X
X
X
X
X
X
X
X
X
X
Knowledge Knowledge of the Higher Education system and student support systems A willingness to learn about the issues effecting higher education institutions and students.
X
X
An Understanding of Student Unions
X
X
X
X
X
X
X
X
Skills and Abilities Proficient in IT, specifically Microsoft Office
X
Recruitment Pack – Advice Centre Administrator
Sound judgement and ability to handle competing priorities and a challenging workload in a pressurised environment
X
X
X
Excellent communication skills, with the ability to relate to and communicate effectively with people at all levels
X
X
X
An effective and highly capable individual who is punctual, friendly and has a positive attitude, takes pride in their own work and that of team members and provides an excellent standard of customer service
X
X
X
Evidence of a personal commitment to continuing professional development
X
X
X
A commitment to equality of opportunity; someone who builds a culture of inclusivity and removes barriers to diversity
X
X
X
A team player, who helps others build a successful team, celebrates others’ success and supports others to achieve individual and team goals
X
X
X
A strong commitment to working in a democratic and membership organisation, with the ability to empower and build constructive relationships with elected officers
X
X
X
Values & Behaviors
Recruitment Pack – Advice Centre Administrator
A BIT ABOUT US Summary Governance and Management Arrangements Why we’re here – our mission We are a charity that supports students at the University of Kent; we:
Stand up for students Help them have the best time at Kent Prepare them for life after Kent
Why we do it – our beliefs We believe every student at the University of Kent should have the opportunity to try out new experiences, have fun, make new friends and be part of a community; we believe every student should have the opportunity to fulfil their potential in life, have a voice in society and make a difference. We believe that Kent Union is integral to empowering students to realise this belief. Where we’re going – our vision Our vision is for students at Kent to have one of the best student experiences on the planet, to be the best students’ union in Europe and to be a world class employer in the Not-for-Profit Sector; we know this is ambitious, but our strategic plan, our culture, our values and our mission will help us achieve our vision. How we’re perceived – our values
Bold – we are brave and courageous; we stand up for students’ rights; we are innovative and we challenge the status quo. Inclusive – we welcome all people and appreciate their uniqueness; we are champions of equality and diversity. Supportive – we look out for people; we want students to succeed in life so we offer transformative experiences for them to get involved in; we ensure our staff have a healthy work-life balance.
Legal Status Kent Union is an unincorporated association and a registered charity. The Union has a Board of Trustees, which is legally responsible for all aspects of the organisation. Democratic Structures Kent Union is a membership organisation; all students at the University of Kent are automatically members of Kent Union. The membership provides strategic and political direction through the Union’s democratic structures, including petition and feedback mechanisms, all student votes,
Recruitment Pack – Advice Centre Administrator
referenda, the Annual General Meeting, a Campaigns Forum, Executive Committee and seven elected Trustees. The Trustees The Trustees of Kent Union are the five ‘sabbatical officers’, four ‘external’ trustees and four ‘student’ trustees. The sabbatical officers and two of the student trustees are elected each year by and from the student membership of Kent Union. The sabbatical officers take a year out of their studies (or immediately after graduating) to serve as a trustee; they can stand for re-election for a second year if they choose, but can serve for no more than two years. Unlike the trustees of most registered charities, the sabbatical officers are paid a living allowance and work a normal working week. The four student trustees have all the responsibilities of being a trustee, but are still studying and fulfil their duties on a ‘part-time’ and voluntary basis. Two of the four student trustees are elected by crosscampus ballot and take office on 1 July each year; the other two student trustees are selected via a recruitment process in the October of each year.
Staff and Management Structure Kent Union employs approximately 500 staff to provide services for its members. Staff are of two types – approximately 350 student staff, who work whilst completing their studies at the University of Kent; and approximately 150 career staff – professionals who have made working at Kent Union part of their career. The Board of Trustees oversees the work of staff through the Chief Executive and Senior Leadership Team, who in turn manage staff through the 8 senior managers, each of whom is responsible for one of the Union’s Departments or a strategic function.
Recruitment Pack – Advice Centre Administrator
THE IMPORTANT HR BIT Summary Conditions of Appointment Salary The post is at Grade 3 point 1 of Kent Union’s pay scale. Post holders usually start at point 1 within the pay grade, subject to experience which is £10,363 (£17,899 full time equivalent) and move up one incremental point annually, subject to performance. Probationary arrangements This post is subject to a 6-month probationary period, with 1, 3 and 6-month reviews. Notice Period The notice period for this position is one month. Annual Leave Entitlement The post holder is entitled to 23 days’ leave, increasing by 1 day a year to a maximum of 28 days; 6 ‘customary’ days’ leave and the 8 statutory leave days (pro rata) which is included in the salary. Pension The post holder is entitled to join Kent Union’s Career Average Related Earnings (CARE) pension scheme with salary sacrifice, in which Kent Union contributes 16% and employees contribute 6% of salary. Alternatively, the post-holder can join a personal pension scheme through Scottish Equitable, in which Kent Union contributes 6% and employees contribute 3% of salary. Hours of Work The contracted hours are 27.5 hours per week during University term time (33 weeks). Work-Life Balance Kent Union is committed to facilitating a healthy work-life balance and has cutting edge flexible working policies, including extensive maternity, paternity and grand-parent leave; generous adoption and parental leave entitlement; facilities for sabbatical leave; the option to work from home on occasion and time off for volunteering. Equality of Opportunity Kent Union is committed to the principles of equality of opportunity and will endeavour to meet the needs of any candidate who fulfils the requirements of the person specification.
Recruitment Pack – Advice Centre Administrator
HOW TO APPLY Application and Selection Process and Timetable 5 June 26 June 16/17 July
Position advertised Applications close at 9.00 am Interviews (Canterbury campus)
Applications To apply please download and complete an application form from our recruitment website www.kentunion.co.uk/careers and email it, along with the Equal Opportunities Monitoring form to
[email protected]; please ensure that you pay particular attention in your application to detailing how you meet the requirements of the person specification. The Equal Opportunities Monitoring form will be separated from applications prior to short-listing. Completed applications must be received by 9 am on 26th June 2019. Website Kent Union’s website contains further background information about Kent Union to help potential applicants. Potential applicants are encouraged to look at the website prior to applying; the website address is www.kentunion.co.uk Further Information and Questions If you require further information, please contact Cassie Duce, Senior Student Adviser on 01227 827724.
Recruitment Pack – Advice Centre Administrator
JOB ADVERT Advice Centre Administrator Annual Salary £10,363 (£17,899 full time equivalent) 27.5 hours per week (Monday – Friday 10 am – 4 pm) Generous Pension and benefits Thank you for your interest in the role of Advice Centre Administrator at Kent Union. We are a successful, vibrant and exciting organisation with a bright future ahead of us. We have achieved a great deal in the last few years, more than doubling in size to our current £12 million turnover, 500 employees and 2,000+ volunteers. Kent Union is a great place to work. We were re-accredited with Investor in People Gold status in December 2014, and were accredited with Leaders in Diversity in 2013; we were the first students’ union in the UK to achieve Investing in Volunteers status and have been included in the Sunday Times 100 Best Not-For-Profit Organisations to Work For, for 10 years, placed 58th for 2019. The Advice Service has grown considerably over the last few years, providing support to 4,500 students each year on issues ranging from immigration and housing to academic issues and student funding through centres in Canterbury and Medway. The post holder will work within the Union’s Advice Centre and will be responsible for providing an excellent front-line service to all students and visitors to the Advice Centre. The post-holder will act as the initial point of contact on a range of issues and will be responsible for providing a welcoming, positive, supporting and knowledgeable response, resolving issues wherever possible at the initial stage of an enquiry or if appropriate directing to staff within the Advice Centre. The role also involves providing administrative support to the Advice Centre team, alongside accurately collecting and collating statistical information about students accessing the service. If you require further information, please contact Cassie Duce, Senior Student Adviser on 01227 827724. To apply please download and complete an application form from our recruitment website www.kentunion.co.uk/careers and email it, along with the Equal Opportunities Monitoring form to
[email protected]. Closing Date: Wednesday 26 June 2019 at 9am Interview Date: Tuesday 16 July/Wednesday 17 July 2019
