EDINBURGH COLLEGE

JOB DESCRIPTION

POST:STUDENT SUPPORT ASSISTANT

RESPONSIBLE TO:ADVICE AND GUIDANCE MANAGER

PURPOSE OF POST:To assist in the running of Student Services operations in support of the College objectives.

MAJOR TASKS/JOB ACTIVITIES

Receptionist duties

  • To provide a reception service in Student Services to all personal callers using ICT as appropriate
  • To provide a telephone service to all telephone callers using ICT as appropriate
  • To maintain an appointment system, including appointments for Student Services staff and college Careers Advisers
  • To monitor access to Student Services Guidance and Support area
  • To ensure high standards of presentation of reception areas managed by Student Services
  • Monitor Health and Safety in all public Student Services Areas
  • Handle and refer complaints
  • Deal with external visitors to the College
  • To provide Student ID cards if requested

Advice and information

  • To provide general course and College information to all enquirers using College systems and ICT as refer to Student Recruitment as appropriate
  • To provide first line pre-entry information to all enquirers using College systems and ICT as appropriate
  • To provide support to students in completing and validating forms e.g. council tax forms/ILA forms
  • Support various internal and external events
  • To refer clients for specialist advice and guidance as appropriate
  • To lead tours of college for visiting organisations as requested
  • To assist Student Services Officers organise internal events
  • To monitor, maintain and display stocks of up-to-date printed information for client use
  • To assist Student Services Officer with emergency payments of student support funds

Administration

  • To undertake a range of administrative support functions including supporting other Student Services staff as required
  • To collate statistical information and provide reports for purposes of monitoring and improving all aspects of the Student Services operation
  • To process online reports
  • Deal with all Advice and Guidance enquiries by phone, through website or emails
  • To contribute in all aspects of work to continuous service improvement
  • To work with the College IT and digital systems to assist in on line application in Student Services area

General

The above outline of major tasks and activities and areas of responsibility is not exhaustive. Postholders are expected to carry out activities within their ability/experience and within the overall remit and spirit of the post.

The job description may be subject to change during the first 12 months.

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RECRUITMENT & SELECTION - PERSON SPECIFICATION

POST TITLE: STUDENT SERVICES ASSISTANT

Essential / Desirable / Added Value / Evidence / Selection Activity
Qualifications / SVQ Level 2 in Customer Services, Administration, or other relevant discipline, or equivalent qualification /
  • HNC/SVQ3 in Customer Service or related discipline
  • Higher English, Standard Grade (O Grade) level 1, 2 or 3 in Maths
/
  • PDA in giving Pre-entry Advice and Information
/
  • App form / Certificates
/
  • N/a

Experience /
  • experience of customer services operations
  • Experience of providing advice and information
  • experience of office administration
  • Experience of record keeping systems and procedures
  • Experience of computer applications
/
  • Experience of maintaining stock and equipment
  • Call centre experience
/
  • Candidates should be able to demonstrate and/ or provide evidence of their experience, knowledge, skills and personal attributes.
/
  • The nature/type of experience, skill, knowledge, attribute required will determine the selection activity. Candidates may expect some or all of the following:
  • Interview
  • Written exercise
  • Practical exercise
  • Case study
  • Group exercise

Knowledge /
  • Knowledge of the customer services environment
  • Knowledge of information systems
/
  • Knowledge of FE environment and in particular of issues impacting on students,-funding, accommodation etc.
  • Knowledge of Scottish educational qualifications system
/
  • Basic knowledge of Health & Safety principles
  • Knowledge of College course information systems
/
  • See above
/
  • See above

Skills /
  • Ability to deliver high levels of customer care.
  • Excellent interpersonal skills
  • Good written communication and numeracy skills.
  • Good oral communication skills
  • Appropriate ICT skills
  • Proven administrative skills
/
  • See above
/
  • See above

Personal Attributes /
  • Commitment to ongoing personal development and training
  • Ability to work on own initiative and to prioritise workload
  • Ability to work flexibly and respond to change
  • Commitment to inclusive education
  • Ability to interact with staff at all levels.
  • Ability to interact with people with wide range of needs and abilities.
/
  • See above
/
  • See above

Special Circumstances /
  • Evening and Saturday working will be required.
  • Postholders will be required to become appropriately qualified in counselling skills, and in providing pre-entry advice and information.

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