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					                                    JOB DESCRIPTION

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
campuses

Reporting to:
Head of One Stop Shop

POSTS DIRECTLY SUPERVISED
None

DETAILS OF STAFF INDIRECTLY SUPERVISED
None

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
One Stop Shop Administrator – July 2011                               Page 1 of 7
       when required.
      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
       events.
      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
      activities.
      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.

One Stop Shop Administrator – July 2011                                Page 2 of 7
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
       confidentially.
      Assist with maintaining good communications with the Student Community, for
       example, the social media account (Twitter), websites, emails, etc., when
       requested.
      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.

Quality
   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
       and procedures.
      To ensure compliance with Health and Safety regulations and the Data
       Protection Act.
      To work within the bounds of the One Stop Shop’s confidentiality working
       guidelines.
      To participate in the University’s quality assurance process.
      To adhere to all of the University’s procedures and policies and Financial
       Regulations.

Specialist Knowledge
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
       the following:
One Stop Shop Administrator – July 2011                                Page 3 of 7
              Student Loans Company (including DSA, Maintenance and Grant
               eligibility)
              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: …………………….




One Stop Shop Administrator – July 2011                             Page 4 of 7
                                PERSON SPECIFICATION



CHARACTERISTICS                      ESSENTIAL                       DESIRABLE


Qualifications:           Degree or equivalent / relevant
                          experience

Experience:               Experience of working in a
                          customer facing ‘front line’
                          service

                          Experience of, working and/or       Understanding of current
                          studying, in Higher Education       issues on the Higher
                                                              Education agenda
                          Experience of working within a
                          team in a changing
                          environment and frequently
                          under pressure

                          Experience of planning and
                          prioritising work

Knowledge:                Knowledge of Student                Knowledge of Further
                          Services provision                  Education business
                                                              processes
                          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
                          Agency

                          An understanding of UK
                          Border Agency

                          Understanding of cross-
                          cultural awareness, working
                          with a diverse community

                          Knowledge of Data Protection        Knowledge of the UNIT-e
                          Act                                 student record and tracking
                                                              system

General Skills:           Excellent customer service
                          skills with the proven ability to
                          be helpful, patient and have
                          empathy
One Stop Shop Administrator – July 2011                                  Page 5 of 7
                          Able to work methodically and
                          follow set processes and
                          procedures accurately

                          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
                          regulations

Personal Qualities:       Ability to deal with queries and
                          escalate issues appropriately

                          Ability to balance conflicting
                          workloads and prioritise own
                          workload effectively

                          Ability to adapt to change and
                          willingness to learn new IT
                          skills and attend training
                          courses

                          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
                          necessary

                          Ability to communicate with a
                          wide range of people at all
                          levels both inside and outside
                          of the University


One Stop Shop Administrator – July 2011                                   Page 6 of 7
                          Strong cultural awareness with
                          an understanding of, and
                          commitment to, equal
                          opportunities

                          Self motivated, with a flexible
                          approach to work.

                          Problem solving ability and
                          analytical skills

                          Able to use initiative

                          Commitment to providing
                          customer focused service




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