Job Purpose
The University of Glasgow Student Services section is seeking to recruit a team of currently registered or recently graduated students to fulfil the role of Front-Line Support Assistants (Student Helpers) for the Registration and Enrolment Support Team (REST), providing support and query resolution to students undertaking online registration and enrolment through MyCampus.
Student Helpers will provide a first point of contact for students needing assistance or requiring further information as they complete registration and enrolment throughout August to October.
The post-holders will be required to develop and maintain a breadth of knowledge regarding university registration and enrolment related issues. Student Helpers will require an awareness of Reach Out activity which provides access to services and works with colleagues across the university to provide seamless support.
Main Duties and Responsibilities
1. Provide information and assistance to students who access the service in person and online through various mediums, providing excellent customer service and knowledge of the registration and enrolment process.
2. Resolve student submitted enquiries via the UofG Helpdesk (Ivanti) or our online chat system. Other avenues of support will include helping students one to one with enrolment enquiries.
3. Identify more complex or non-standard queries and apply initiative and judgement to resolve or escalate to the appropriate specialist team.
4. Assist students and provide support throughout the processes of registration and enrolment.
5. Use student records systems (MyCampus) to diagnose and resolve or triage issues.
6. Process standard document requests (transcripts, certifying letters, campus cards etc), supporting the Student Services Enquiry Team to ensure document production meets set targets.
7. Provide general administrative support to the Student Services Enquiry Team and carry out any other duties which are appropriate to the post as may be reasonably requested by staff in Student Services. This may include marshalling traffic into the Fraser Building and assisting with Registry tasks.
Knowledge, Qualifications, Skills and Experience
Knowledge/Qualifications
Essential:
A1 Registered or recently graduated student at University of Glasgow.
A2 Ability to demonstrate the competencies required to undertake the duties associated with this level of post grained through working in a similar role or Scottish Credit and Qualification Framework level 4 in English (National 4) or equivalent, and experience of working in a similar role.
Desirable:
B1 Working knowledge of MyCampus or similar student records systems (specifically relating to registration and enrolment), preferably from staff perspective.
B2 Working knowledge and awareness of the UofG Helpdesk e.g. Ivanti, preferably with experience of staff and student analyst roles.
Skills
Essential:
C1 A proactive, flexible, and enthusiastic approach to work.
C2 Excellent customer service skills.
C3 IT skills to use basic Microsoft packages and University of Glasgow Helpdesk (Ivanti) to log and process incidents, requests, and to search knowledgebase.
C4 Able to direct and inform students effectively.
C5 Ability to make decisions on resolving enquiries.
C6 Able to deal sensitively with students using tact and diplomacy.
C7 High standard of accuracy and attention to detail.
Desirable:
D1 Able to multitask and work in a flexible manner.
Experience
Essential:
E1 Experience of working in a team environment.
E2 Experience of an office environment.
E3 Experience of providing a high level of customer service, providing direct support, advice, and guidance, as appropriate, whilst also ensuring that students are aware of their responsibilities and actions to be taken.
Desirable:
F1 Experience of working in a student support function.
F2 Recent experience of working in a customer-facing role.
F3 Experience of working in a busy environment and under pressure.
F4 Experience of using a call management or CRM system.
Job Features
Decision Making
Make decisions on who to escalate issues/problems to.
Problem Solving
Identify what problem/issue student has and resolve to set criteria. Use of UofG Helpdesk to resolve customer enquiries, escalating to the next stage via a logged call when necessary. Contribute to service development and review through regular staff feedback sessions and team meetings. Continuously engage with students, using technological opportunities.
Planning and organising
Queue marshalling if required and asking for more assistance for peaks in demand. Ensure effective handover to colleagues across shift patterns. Replenish and reshelve stock of how to guides, leaflets etc.
Internal/External relationships
Offering first line support to students. Working closely with the Student Services Enquiry Team to ensure an efficient service.
Other
Student Helpers will use the University’s enquiry management and instant chat system (UofG Helpdesk e.g., Ivanti) and student records system (MyCampus) to provide this service, accessing records to show progress and resolution of enquiries. Other tools such as video conferencing software may be utilised to help students remotely. Student Helpers will provide administrative assistance to the Student Services Enquiry Team and be tasked with standard back of house document requests and assist with the logging and distribution of documents.
Student Helpers will receive training to develop a depth of knowledge and an overview of registration and enrolment process and key issues.
Terms and Conditions
Salary will be Grade 3, £21,400 - £22,197 per annum, pro-rated to the number of hours assigned to, and worked by, you.
This post is offered on a part-time, fractional basis (minimum of 60 hours throughout the entire contract, no weekly minimum amounts are guaranteed) and is fixed term from the July to December 2023.
Please note there is mandatory training (circa 28 hours in July 2023), attendance is required and dates for this training week will be communicated during the interview process. Applicants must be available to attend all sessions during the training programme.
Applications are restricted to current UofG students who will be continuing their studies with us during the next academic year or recently graduated student at University of Glasgow.
Hours may vary throughout the registration and enrolment period in order to meet demand and may include weekend or evening work, therefore there is a requirement for a flexible working pattern. Staff schedules are issued on a weekly basis.
As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.
As a valued member of our team, you can expect:
1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.
2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.
3 A flexible approach to working.
4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.
We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.
We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.
We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.