Example title:

Student Liaison & Departmental Support Assistant

Grade 3

Main Duties and Responsibilities

  • Act as the initial point of contact within the Department of XX for students, external visitors and potential students on the reception/enquiry desk and on the phone, and deal with pre application enquiries.
  • Provide assistance and information to students (including assisting students with the hand in process via Turnitin) whilst judging when, and who else, to involve.
  • Support the delivery of events, including open days, student recruitment activities, ceremonies, intro week events and Careers Workshops.
  • Make appropriate arrangements for visitors to the Department including arranging parking.
  • Collate and distribute information both within the Department and to external people including Staff Office Hours and Research days, lectures and seminars, research seminar posters, and advertise via MOLE and the Faculty of Arts events calendar, and to act as the Department’s rep/editor on the Faculty Newsletter working with other Faculty staff.
  • Online filing of enquiries via the Customer Relationship Management (CRM) system.
  • Maintain the departments Post Graduate Taught Student Attendance Monitoring system.
  • Work as part of a team to ensure the smooth running of the Department including undertaking administrative work, working on the reception desk, filing, photocopying and archiving material as required as well as working with the team to improve student satisfaction.
  • Act as the contact point for circulation of emails to students/staff and to update and maintain central distribution lists.
  • Maintain stationary stocks including reviewing stock levels, ordering and goods receipting items via the SAP finance system when appropriate.
  • Distribute assessed work to External Examiners.
  • Organise thesis/dissertation library and storage, and student collection of dissertations.
  • Manage U-card access, including setting up access for new members of staff and students in liaison with the Departmental Office Manager, assist with keys and access to rooms, and be the main point of contact for room bookings and enquiries.
  • Assist with publicity and marketing within the department, promoting the work of the Department via Facebook, the webpage, and being involved in the Department’s Publicity group.
  • To be involved in the running of the Green Impact Group, setting up meetings, taking minutes, being actively involved in the work undertaken, and to consider acting as a Green Champion for the Department.
  • Deal efficiently with all incoming and outgoing mail and deliveries, and to manage student mail, including clearing uncollected post.
  • Report any problems with equipment, lighting or the building through liaising with Professional Services such as Estates and Facilities Management.
  • Keep the reception and public areas tidy and update information on notice boards and the plasma screen.
  • Work collaboratively as part of the administrative support team, and be able, as negotiated with your line-manager (Departmental Office Manager), to provide cover for other members of the team as circumstances (including sickness, holiday cover, the service needs of the department etc.) require.
  • Operate safe working practices, and contribute to the creation and maintenance of a safe working environment – including, if willing, acting as a First Aider, and/or Fire Marshal.
  • Work with Faculty colleagues across Departmental boundaries to improve processes and service delivery as relevant and within the scope of the role.
  • Stay up to date on new developments (both in knowledge and working practices) in areas relevant to your main activities/responsibilities.
  • Undertake training and development, where necessary, in areas relevant to main activities and responsibilities.
  • As a member of our Professional staff you will be expected to demonstrate a commitment to the professional behaviours set out in the Sheffield Professional Framework. Please follow this link for further information: Sheffield Professional Framework.
  • Any other duties, commensurate with the grade of the post.

Example criteria (‘E’ indicates Essential):

Qualifications and experience

  1. E Experience of working in a high volume customer facing office environment, ideally within Higher Education.
  2. E Excellent IT skills including the use of Microsoft Office, Internet and Email, and the ability to learn new software.
  3. E 5 GCSEs at Grade C or above, including English and Maths (or equivalent experience).
  4. Educated to A level standard (or have equivalent experience).

Communication skills

  1. E Proven communication skills, both written and verbal to deal effectively with staff, students and members of the public.
  2. E Excellent interpersonal skills, with experience of responding efficiently and effectively to phone and email enquiries.
  3. E Ability to demonstrate empathy, listening skills and understanding, ability to relate to students.
  4. Awareness of student issues and concerns.

Team working

  1. E Ability to work effectively both independently and as part of a team.
  2. E Willingness to assist other team members and to work collaboratively with others to ensure work is completed to deadlines.

Problem solving and decision making

  1. E Ability to deal effectively with people to resolve problems, referring more complex issues to senior colleagues where appropriate.
  2. Ability to analyse and solve problems with an appreciation of longer-term implications.
  3. Ability to develop creative approaches to problem solving.

Personal effectiveness

  1. E Ability to undertake work of a confidential and sensitive nature, and act with discretion and diplomacy.
  2. E Ability to work confidently and competently with electronic records and reporting systems.
  3. E Commitment to providing excellent customer service.
  4. E Excellent organisational skills and a flexible approach to work.
  5. E Ability to concentrate and work methodically on routine tasks over an extended period while maintaining a high degree of accuracy.