Job Title: Post No:
One Stop Shop Assistant
Location: Grade: 3
Mainly based at the Ealing site but will be
expected to work at all of the University's
Head of One Stop Shop
POSTS DIRECTLY SUPERVISED
DETAILS OF STAFF INDIRECTLY SUPERVISED
SUMMARY OF MAIN PURPOSE OF THE JOB
This job description sets out a range of duties that will be undertaken by the One
Stop Shop Assistant. This appointment requires a flexible approach to working hours
to provide administrative support to cover the duties of the One Stop Shop.
The main purpose of this role is to work within a team to provide an excellent
customer service to provide information to students and staff regarding funding,
disability, accommodation services and assist with hardship funds when required.
The post holder is also required to assist the Senior Advisers.
Whilst on a day to day basis the postholder may have certain duties allocated to
him/her, he/she will be required in certain circumstances to undertake other duties to
ensure a full administrative service is maintained in order to support the operation of
the One Stop Shop and the wider Registry Services.
To contribute towards the provision of an effective, efficient and professional quality
administrative service within the One Stop Shop and wider Registry Services; working
within the framework of the Central Department and the University’s Strategic Plans.
DUTIES & RESPONSIBILITIES
Specific Tasks and Duties
To provide an excellent customer service to students at all times; assisting
with face-to-face queries at the One Stop Shop Front Desk; answering
telephone calls and responding to all emails in a timely manner.
To handle all enquiries regarding the application process for the Access to
Learning Fund (Higher Education) and Discretionary Learning Support Fund
(Further Education) and assist with the administration of University Funds
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To provide information to students regarding disability support, funding and
immigration advice; referring to the Advisers when required.
To inform students about specialist drop-in sessions and make appropriate
appointments for the Advisers.
To check and monitor applications for the University’s Hall of Residence on
the Student Record System (currently UNIT-e) and input application into the
Paragon Housing Trust accommodation database. To log and monitor
accommodation records and produce reports in a timely manner.
To maintain an accurate Private Accommodation List by liaising with local
letting agents, student accommodation bodies, hotels, hostels, landlords and
homeowners and assist with all accommodation related matters.
To provide a customer focussed and informative service to potential students
and parents during open days and at general recruitment and enrolment
To proactively contact new and potential students who have declared a
disability to inform them of services available within the One Stop Shop.
To assist with the administration for the support, and assessment processes,
for students with disabilities.
To assist the Advisers with the writing and production of One Stop Shop
publications; leaflets, guidance and application packs when required.
To keep an up to date knowledge of all key student-facing issues, attending
training and information days as required.
To maintain accurate student records and files, supporting the Advisers,
including inputting data on to the Student Records System (currently UNIT-e
Case Records System).
To proactively assist in the enrolment process for all students, including,
scanning of student information in line with the UK Border Agency
requirements and undertaking Fee Assessment and Identity checks.
To undertake general administrative duties including; filing, dealing with the
post and keeping all information display stands fully stocked on all sites.
To contribute towards the provision of an effective, efficient and professional
administrative service within the One Stop Shop, including working some
weekday evenings and weekend cover as and when required.
Planning and Organising
Planning and prioritising of own workload to ensure that all deadlines are met
in line with the One Stop Shop tasks and the University annual calendar of
To take individual responsibility for own area of work and be able to work on
own initiative as required.
To maintain an awareness of key activities within the Student Lifecycle.
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Internal and External Communication and Customer Interface
To adopt a professional, flexible and customer-focussed approach in all
communications and ensure that an effective and excellent standard of service
is provided at all times to the Student and the University Community.
To deal with written and telephone enquiries from the public sensitively and
Assist with maintaining good communications with the Student Community, for
example, the social media account (Twitter), websites, emails, etc., when
To use effective communication skills, both oral and written, to deal tactfully,
efficiently and effectively with people at all levels, including Students,
Management, Academic and Administrative staff, and Support staff across the
University, especially the Finance and Exams staff.
Be an effective Team Member and participate relevant meetings, workshops,
training events, etc. as requested by the Head of the One Stop Shop.
To maintain an awareness of external organisations, for example: UKCISA,
SLC, NASMA, AMOSSHE, NADP, Randstad, Paragon Housing Trust,
collaborative partners, etc.
To process all information received from internal and external bodies in a
timely manner, and communicate information to colleagues appropriately.
Ensuring that the standard of own work is always maintained at a high level,
with strict attention to detail and accuracy at all times.
To maintain accurate records and files in accordance with University policies
To ensure compliance with Health and Safety regulations and the Data
To work within the bounds of the One Stop Shop’s confidentiality working
To participate in the University’s quality assurance process.
To adhere to all of the University’s procedures and policies and Financial
It is essential that the person appointed has, or is willing to work towards achieving
and maintaining, the following knowledge:
An in depth understanding of the Student Lifecycle and the University
regulatory framework, including the Student Handbook and the Undergraduate
and Postgraduate Supplements.
A good understanding of the requirements, and student-related operations of
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Student Loans Company (including DSA, Maintenance and Grant
Statutory funding and benefits
NHS student funding
Skills Funding Agency
University Bursaries and Scholarships
UK Border Agency
An understanding of the Student Record System (currently UNIT-e), and
attending training sessions to maintain knowledge and understanding of the
student record system.
Proficiency in Microsoft Office products
Any other duties assigned by the Head of the One Stop Shop to ensure the efficient
and effective operation of the One Stop Shop and the wider Student and Registry
Services if required.
The duties of this post could vary from time to time as a result of new legislation,
changes in technology, or policy changes in which case; appropriate training may be
given to enable the postholder to undertake this new/varied work.
Postholder’s Signature: ………………………………………… Date: …………………….
Supervisor’s Signature: ………………………………………… Date: …………………….
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CHARACTERISTICS ESSENTIAL DESIRABLE
Qualifications: Degree or equivalent / relevant
Experience: Experience of working in a
customer facing ‘front line’
Experience of, working and/or Understanding of current
studying, in Higher Education issues on the Higher
Experience of working within a
team in a changing
environment and frequently
Experience of planning and
Knowledge: Knowledge of Student Knowledge of Further
Services provision Education business
Basic understanding of
statutory funding available to
students including: Student An understanding of Quality
Loans Company, NHS student Assurance Agency
funding and Skills Funding requirements
An understanding of UK
Understanding of cross-
cultural awareness, working
with a diverse community
Knowledge of Data Protection Knowledge of the UNIT-e
Act student record and tracking
General Skills: Excellent customer service
skills with the proven ability to
be helpful, patient and have
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Able to work methodically and
follow set processes and
Good numeric skills
Good literacy skills
Good IT skills, especially MS
Office applications and a Report writing and
understanding of computer presentation skills
systems, databases and email
Good understanding of data
integrity and attention to detail Ability to understand data
regarding data quality manipulation and retrieval
Ability to respond quick to
changes in legislation and
Personal Qualities: Ability to deal with queries and
escalate issues appropriately
Ability to balance conflicting
workloads and prioritise own
Ability to adapt to change and
willingness to learn new IT
skills and attend training
Ability to respect a high level
of confidentiality at all times
Ability to work as a flexible
and effective member of a
team and to work effectively
within a team and contribute to
the team’s development and
assist team members when
Ability to communicate with a
wide range of people at all
levels both inside and outside
of the University
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Strong cultural awareness with
an understanding of, and
commitment to, equal
Self motivated, with a flexible
approach to work.
Problem solving ability and
Able to use initiative
Commitment to providing
customer focused service
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