Role description

Department:Student Services, Careers Service

Location:Moulsecoomb

Job title:Student Information Desk Advisor(Careers)

Post number:SS55033

Grade:4

Responsible to:Student Services Information Manager

Purpose of the role

To carry out a range of administrative support activities required to ensure the delivery of high quality careers services including the handling of enquiries and facilitating access for service users to information and guidance, and relevant support services.The role holder works as part of a team and across teams and will handle enquiries on matters related to all aspects of the Careers Service and Employability.

The role holder will use initiative and judgement to resolve enquiries and issues effectively.

Main areas of responsibility:

Time %
To be the first point of contact for the Careers Service at the Moulsecoomb Campus, for a variety of visitors - students, staff, alumni, employers and others. To provide an efficient and effective information and triage service, offering assistance, information and advice and ensuring a high level of customer service at all times in person, by telephone, or email. / 50
Make appointments on behalf of students/graduates with staff in the Careers Service using calendar management systems. / 10
To work cohesively with colleagues to contribute to the development of the Careers Service including policies, processes and information and proactively identify opportunities for service improvements. / 10
To assist with special projects, events or initiatives appropriate to the grade of this post including but not limited to attending careers fairs, assisting in the collection of the university’s annual Destination of Leavers of Higher Education (DLHE), participate in the provision of a vacancy handling service. / 10
To carry out a range of administrative activities as required by the service to include acting as Budget Assistant to order equipment, use the university's central finance system, processing and maintaining data, assisting with service evaluation and liaising with colleagues and external agencies. To work across all sites and to assist elsewhere within the department covering absence and assisting at times of increased workload as appropriate. / 20

Selection Criteria

Essential

  • Good standard of secondary education or equivalent experience.
  • Experience of managing administrative processes and reception or customer facing work.
  • Commitment to and awareness of the importance of ‘customer service’ standards and the principles of information, advice and guidance (IAG) - and willing to develop further competence through training.
  • Ability to plan, prioritise and manage a range of work activities, including enquiries received through different routes, within service level agreements.
  • Able to interpret, apply and communicate regulations and procedures, demonstrating sensitivity and diplomacy when communicating complex or difficult information.
  • Works independently with a minimum of supervision and shows willingness and initiative to resolve situations.
  • Able to exercise judgement to identify risk and ascertain when to operate a crisis response, involve others or pass on more complex enquiries to ensure the provision of a responsive, appropriate and effective service.
  • Excellent IT Skills that include the use of Microsoft Office; experience of using organisational IT systems (e.g. Outlook, Sharepoint, CRM databases)
  • Promotes team-working and the sharing of good practice, developing effective professional relationships with staff.
  • To work proactively, collaboratively and flexibly with others to ensure effective service delivery/share good practice.

Desirable

Experience of working within an HE institution, Careers Service or with HE students.

Awareness of careers and employability developments in HE.