Job Description

1. To provide a professional and customer-focused reception and information service for the School/Student Hub, ensuring that the reception areas are kept tidy and up to date with relevant information and literature.
2. To provide a front-line initial response and information service to those visiting the School/Student Hub in person, and dealing effectively with all enquiries and information requests through multiple contact methods (e.g. telephone, email, web) and other formats as appropriate. This will require sufficient understanding of the School and its work to be able to answer queries intelligently and without reference to others.
3. To monitor and respond to emails from designated email accounts, collating FAQs that can be used for updating School resources, and referring complex matters to other members of staff/teams as appropriate.
4. To maintain a basic working knowledge of student records and information systems, to facilitate the provision of information and immediate assistance to staff and students.
5. To attend inductions and other appropriate events throughout the student lifecycle, to ensure that new and continuing students are aware of the dedicated enquiry and information services provided by the team and are familiar with the members of staff.
6. To provide a professional and confidential administrative and secretarial support service to the teams based within the Student Hub, including: co-ordination of meetings and appointments; provision of hospitality for visitors; typing and formatting of documents; drafting of routine responses to correspondence; and, updating student records.
7. To undertake general clerical duties for the School, including: the collection and sorting of mail; ordering and storage of stationery; arranging for the collection of confidential waste from the designated area; and, maintaining an accurate log of the availability of keys for the building.
8. To follow the procedure for logging, collating and disseminating manually submitted assessments and extenuating circumstances claim forms, as well as assisting with the processing of extension requests, referring students to other teams for support where appropriate.
9. To provide administrative support for activities designed to improve the student experience and promote engagement with their academic studies, for example the peer mentoring scheme.
10. To share responsibility for the servicing of customer and student experience meetings
and focus groups as required, including the collation of data and information for reports.
11. To update and maintain an accurate record of professional services staff availability (e.g. annual leave, flexi, study leave, etc.).
12. To act as a point of contact for professional services staff in the event of unanticipated
absence, and to be responsible for ensuring that appropriate information is collected
from the staff member to facilitate the rescheduling of affected meetings/events and the
issuing of notifications to relevant individuals/teams.
13. To ensure the implementation of the University's policies and regulations within the remit
of the role, and to assist with the creation, maintenance and development of associated
procedures.
14. To provide support for School events and conferences as required.
15. To assist in the delivery of projects at a level commensurate with the responsibility of the post.
16. To assist with the reporting of any faults/issues to Estates or relevant departments,
ensuring information is logged and progress is monitored as appropriate.
17. To deputies for the Legal Advice Clinic Administrator as required, for example to cover
periods of leave.
18. Contribute to the efficient and effective operation of the School through:

• a professional, collegiate and customer-orientated approach to service delivery;
• positive participation at relevant meetings and working groups;
• continuous monitoring of the service provided at an operational level and making recommendations for improvement as appropriate;collaboration and liaison with external contacts, students, and colleagues throughout the School and University, acting as a point of contact where appropriate; and, the maintenance of an appropriate working knowledge of other areas of the team in

order to provide cover and continuity of service as required.
19. To maintain currency of knowledge and skills through active participation in relevant
School and University-level activities.
20. To undertake any other duty pertinent to the grade of the post that might be requested at any time
 

Required Knowledge, Skills, and Abilities