Student Advice Centre Assistant
JOB DESCRIPTION
Title: / Student Advice Centre AssistantDepartment: / Student Advice Centre
Scope: / Provide a professional front of house service to students, and actively provide initial basic advice and guidance to enquirers. To provide efficient administrative support to the Student Advice Centre team. Support the department in the promotion of services and information across the Students’ Union and University.
Responsible to: / Welfare Adviser/Student Advice Centre Assistant Supervisor
This job description is an outline of the main responsibilities of the post and may be subject to future amendment as deemed appropriate. It should not be read as, nor is it intended to be, a complete statement of an individual’s contractual duties and responsibilities.
Duties and responsibilities include, but are not limited to, the following:
Publicity, Information and Reception
· Provide a professional, friendly and efficient front-line reception service to people who make enquiries in the Centre in person, by telephone and by email. This includes taking messages, diary management etc. for the Education and Welfare Advisers.
· Give accurate information to students about the University and Students’ Union, and on a wide range of standard enquiries affecting students - signposting as and when necessary.
· In liaison with Student Advice Centre staff, establish and implement an annual publicity plan.
· Establish and maintain links with student Welfare volunteers and representatives to support their work, as well as utilising them as a means for distributing useful information to students and ensuring they escalate relevant queries to the Student Advice Centre.
· Distribute relevant Student Advice Centre information to University support staff, to ensure they are aware of the Centre so they can escalate relevant queries to the Centre.
· In liaison with other Student Advice Centre staff, be responsible for producing and distributing Centre information regularly via various electronic means i.e. social media, Students’ Union news items & newsletter, Students’ Union plasma screens, stalls etc.
· Be responsible for developing and maintaining the Student Advice Centre webpages, including writing and adding new information, and keeping this information updated.
Administration
· Keep records of usage of the Student Advice Centre Reception desk, and input this data onto spreadsheets.
· Manage emails sent to the Centre – this includes responding to basic email enquiries received, escalating these to an Adviser as and when necessary. To be responsible for allocating emails to advisers.
· Ensure Student Advice Centre information is up to date, attractive and accessible to students i.e. leaflets, notice boards etc.
· Carry out tasks related to closing cases and student feedback.
· Be the main point of contact for the University’s C-Card scheme, including condom distribution and booking students into registration appointments.
· Update the Advice pro case recording system with student details, as and when necessary.
· Minute relevant Student Advice Centre meetings, as and when necessary.
Miscellaneous
a) Carry out the duties in accordance with the policies of the Students’ Union which may from time to time be determined.
b) Take the initiative on your own self development to update and develop your skills and abilities.
c) Comply with Health and Safety in line with current Students’ Union policies and procedures.
d) Be responsible for observing and implementing good environmental practices in line with Union/Company Policies.
e) Use corporate style in production of materials and documentation.
f) Attend meetings, conferences and seminars as required in relation to the operation of the department, your role and the Students’ Union as a whole.
g) Perform such other duties as may be necessary within the scope of the job to meet the needs of the department and Students’ Union as directed from time to time by the Student Advice Centre Manager.
h) The above responsibilities are detailed for guidance only. The Students’ Union is a dynamic organisation, responsive to the needs of our members. Other tasks will need to be undertaken in order to discharge the responsibilities of the post. Any permanent changes will be incorporated into the job description by agreement. This job description does not constitute part of the contract of employment.
Person Specification
Essential / PreferableQualifications/ Education / · At least 5 GCSEs, at Grade C, including Mathematics and English Language OR
· Vocational qualification (NVQ 2 or City & Guilds 2) OR
· Considerable work experience in relevant HE role / · University honours degree
Knowledge/Skills/
Training / · Excellent written and verbal communication skills.
· Advanced IT skills, including use of Microsoft Office applications and email
· Ability to use Microsoft Access.
· Competent user of the internet, including updating web pages and social media. / · An understanding of welfare and education issues affecting students.
Experience / · Experience of working under pressure in a busy office environment.
· Experience of being in a customer focussed front line position.
· Experience of maintaining and updating spreadsheets and databases. / · Previous experience of working in higher education.
· Experience of minute taking.
· Experience of interpreting and reporting data.
· Experience of working in an advice centre.
Attitude/Personal qualities / · Able to use own initiative, multi-task and prioritise.
· Excellent attention to detail and organisational skills.
· Friendly and approachable.
· Committed and effective team player.
· Pro-active approach to work.
· Commitment to personal development – this may involve occasional travel to training outside of Nottingham and out of normal working hours.
About the Students’ Union
The Students' Union acts as the recognised representative body of all students at the University, and every student is automatically a member free of charge. It promotes the interests and welfare of students, supporting and advising them. It provides social, cultural, sporting and recreational activities, including forums for discussions and debates, for their personal development. It is an integral and essential part of the University community and, as such, plays a full and active role in managing the affairs of the institution. In 2010 the Students’ Union became a registered charity.
With an annual financial turnover of around eight million pounds, the Students' Union is very active in all areas of interest to its members. It provides a comprehensive Advice Service to help students with academic, legal, financial and personal problems; supports student societies and sports clubs, works with students on campaigning, encourages volunteering, employability and skills development through a huge range activities as well as hosting a student magazine, the UK’s only student-run theatre company, a radio station, the largest student fundraising organisation in Europe. Over 3000 students volunteer in community projects supported by the Union. Through its associated company, UNU Services Limited, it runs 3 Shops, a Bar and a Print Shop.
As a charity the Students’ Union is managed by a Board of Trustees which is responsible for the governance, management, strategy and budget of the Students’ Union. The Trustees consist of 4 of the elected Student Officers and 4 appointed External Trustees. The daily work of the Students’ Union is directed by an team of elected Student Officers, with advice and support from staff. The Executive is formed of seven Officers who are Sabbatical Officers taking a year off from their studies, and employed by the Students' Union on a full-time basis. Each Officer has his/her own individual portfolio as well as working together on wider student affairs.
The Students' Union employs over 200 hundred staff across all its activities. Around half our staff are students who balance work with their studies and social lives. Other staff work full-time, some are part-time and some are required only during term-time and thus work for just part of the year. If you like working for and amongst young people, with a diverse range of backgrounds and interests you will enjoy working for the University of Nottingham Students' Union.
Statement of Policy – Recruitment of Students and Former Officers
The Staff Protocol precludes employed staff of the Students’ Union and UNU Services Limited from commenting publicly upon the policies and work of the Students’ Union and any bodies associated with it. Staff may not sit on any Committee of the Students’ Union other than in an advisory capacity and in accordance with the guidelines set out in the Protocol. Staff may not act as representatives of the Students’ Union. For these reasons it is considered inappropriate for Officers to hold paid employment with the Students’ Union or UNU Services Limited. There also exists the potential for conflicts of interest, either actual or perceived, for Officers involved in the direction and management of staff to be themselves staff. Any person holding such employment would be expected to resign their post prior to taking up Office. There is a specific exemption to this policy in regard to Sabbatical Officers being paid to carry out their duties.
For reasons of continuing potential conflicts of interest, former Executive Officers of the Students’ Union will not be considered for paid employment with the Students’ Union, or UNU Services Limited, for a period of 2 years after their Term of Office has ended. This policy will not extend to former non-Sabbatical Officers taking casual or short-term contract employment. Such an exemption will not apply to former Sabbatical Officers, who are considered to have a greater potential for conflicts of interest because of their detailed knowledge and management of the Students’ Union and its staff.
Other former students of the University of Nottingham, not having been Executive Officers of the Students’ Union, may have had close involvement with particular areas of the Students’ Union and its work. In the event of an application for paid employment being received from a former student within 2 years of their having left the University, and having ascertained that they fulfil the selection criteria for the post, consideration will be given to the closeness of their involvement with the organisation and activities of the Students’ Union. In the case of close involvement such an application will not be considered for paid employment within the period of 2 years.
Working in a Student-Led Environment
As a student-led organisation we recognise that working with us is likely to be very different from other organisations where you may have worked. The Students’ Union is a vibrant place to work. The elected Executive Officers change yearly, and there are always a lot of new ideas to consider. To work successfully in this role, you must be comfortable with such changes and be ready to adapt accordingly.
About the Department
The Student Advice Centre team, based in the Portland Building on University Park, is made up of:
· Student Advice Centre Manager,
· Two Education Advisers,
· Four Welfare Advisers,
· Student Advice Centre Assistant.
Staff work a variety of hours to achieve a work/life balance, whilst meeting the needs of the department and organisation.
The Advisers provide a free, friendly, confidential advice and information service to all students at the University of Nottingham, including prospective students and former students.
The purpose of the service is to enable students to try and resolve any difficulties they face for themselves. Enquiries are mainly from students seeking advice about problems on their course, money advice and help with landlord/tenant problems.
About the Role
The post holder would provide front-of-house and administrative support to the Student Advice Centre team. This includes reception duties, implementing the Student Advice Centre feedback procedure and responding to queries from students.
They will also assist in the promotion of the Student Advice Centre to students and relevant University staff, and ensure relevant and timely welfare and education information and advice is distributed to students. This will mainly be social media and by the Students’ Union website, and will require a pro-active approach to this task by the post holder.
Benefits Package
Salary Progression
· Grade and Salary Scale: Grade 3B point 19 – 25, automatic scale, £17,770 - £20,463 p.a.
· Starting Salary: £17,770 p.a.
· Salary Progression It is the normal expectation that staff are appointed at the first point of the salary scale, progressing incrementally along the scale with experience with the Students’ Union. The automatic increase is granted on 1st January each year (where staff are in post prior to 1st October), until the top of the scale is reached, usually within 3 years. In addition, a cost of living award is made, normally effective from 1st August each year, although we can never guarantee what the amount will be.
Hours and Status
· Contract: Permanent
· Probationary Period: 3 Months
· Hours: 35 hrs per week, normally Monday to Friday 9.00am to 4.30pm (Wednesdays during University term-times 9.30am-5pm) with ½ hour unpaid lunch break.
Generous holiday entitlement
· Annual Leave entitlement: 23 days paid holiday rising with service to 28 days.
· Additional days leave: As well as the above annual leave entitlement, there is an entitlement to the following: 8 bank holidays per year, approximately 5 University closure days and 2 Union days.
· Christmas Holidays: Most of the University closures and Union days (detailed above) fall at Christmas and Easter. As a result, the Students’ Union is usually closed for almost two weeks over Christmas and New Year.
Pension Provision
A Contributory Scheme: NUSPS
Non-contributory occupational sick pay scheme, dependent upon joining the pension scheme.
05/01/15