Job Description by J7G2UPN


									Job Description

Post Title:             Administrator - Student Support Services

Salary:                 This post has been evaluated at Grade 3. The current full-time salary
                        range for this grade is £17,827 to £20,559 (£21,802) per annum.
                        Increments to progress up the scale are awarded annually on the 1
                        September, subject to satisfactory service, until the scale maximum is
                        reached. The salary figure in brackets represents the level that could be
                        reached with the award of discretionary increments given for exceptional
                        performance and contribution by an individual.

Date:                   August 2012

Responsible to:         Student Support Services Administration Officer

Job Purpose:

The provision of administrative, information and reception support for the Student Support
Services team. The post holder will be based at Tremough but will be flexible as will be required
to work at both the Tremough and Woodlane campuses, and provide support within the Compass
(Student Information area of the Exchange at Tremough) and other associated areas as required.
It is a requirement of the post to be flexible with working hours to ensure services are fully
operational including some requirement to work evenings and weekends, on a rota with notice.

The Combined Universities in Cornwall initiative (CUC) is a partnership of Further and Higher
Education institutions: Cornwall College, Truro College, University College Falmouth, the
University of Exeter and the University of Plymouth, working together in and for Cornwall. For
more information on the CUC see

Main tasks and responsibilities

     1. To provide the first point of contact for all users and visitors coming to Student Support
        Services at Tremough and Woodlane, responding in a timely and efficient manner to all
        enquires made in person, by telephone or email whilst working on the reception and in
        the back office, and within the Compass, and Wellbeing Centre, as required.

     2. To accurately undertake data entry and management, word processing and other
        administrative duties for Student Support Services staff as required. To maintain an
        effective, confidential filing system for hard copy and electronic material for Student
        Support Services teams as required.

     3. Under the supervision and guidance of the Administration Officer to ensure the provision
        of professional administration services for Student Support staff, and ensure the front of
        house team are fully conversant with relevant policies and procedures. Across the team
        this will include but is not limited to:

                 Maintaining and developing spreadsheets and word processing documents.
             Maintaining accurate records about students using our student database, SITS
              and other database and information systems being developed
             Extracting information from databases/SITS or other information sources
             Providing diary management for the Wellbeing Service and Living Support
              Service and other team members
             Assisting in the maintenance and provision of information on web sites, online
              systems and other publicity/information materials
             Attendong meetings and occasionally produce notes from meetings

   4. To preserve the currency of data vital to the strategic functioning and planning of
      Student Support Services.

   5. To demonstrate a strong customer focused attitude at all times and adopt a flexible
      approach to service provision, being clear, assertive and patient in communication with
      all enquirers. Understand and be sensitive to cultural differences within our student

   6. To respond accurately to enquiries, referring service users to appropriate teams/
      departments or other agencies, and/or information sources, knowing when to seek the
      assistance of line manager or other colleagues, and ensuring essential information is
      communicated promptly and accurately.

   7. To be fully conversant with policies and procedures as relate to the area and be able to
      explain complex information, team inter-relation and relevance confidently, and

   8. To use initiative to cope with situations which require high resilliance while abiding by
      agreed policies and procedures, responding to angry or distressed clients in an
      appropriate and sensitive manner.

   9. Ensure matters of a critical nature are immediately escalated to the appropriate person
      within the service or campus team.

   10. To promote team working and the sharing of good practice within Student Support
       Services and to colleagues in associated areas.

   11. To gather usage/interaction data for monitoring purposes and assist the Administration
       Officer in collating information, producing charts, schedules and statistics for reports as

   12. To book appointments and rooms across Student Support Services, ASK, Dyslexia and
       the Compass as required.

   13. To sort and prioritise all post and incoming mail, attending to business as advised and

   14. To attend meetings and occasionally produce notes from meetings.

    15. To work closely with Student Support Services staff to update and review promotional,
        newsletters and other service material such as the Frequently Asked Questions (to be
        introduced summer 2012) on the Academic and Student Support Services website.

    16. To support promotional work for Student Support Services, and other associated areas,
        across key activities such as open days, move in weekends etc.

    17. To provide input to the continuous improvement of the service by identifying
        opportunities for more effective working practices within Student Support Services and
        other associated areas.

    18. To contribute to process review, process change and improvement initiative, and
        contribute to wider Student Support Services reviews and operational enhancements as

    19. To understand and maintain student confidentially as necessary.

    20. To assist in the maintenance of the Inventory Management System.

General Duties and Responsibilities

    1. To work within and actively support the equality and diversity policies and practices of
       University College Falmouth.

    2. To notify a more senior member of staff of any errors or concerns at the earliest

    3. To participate in the College’s Annual Performance Development Review Process.

    4. To ensure that the University College’s cross-cutting themes of partnership, equality and
       diversity and sustainability inform all activity related to the role.

    5. To ensure communications systems and practices support effective management
       arrangements and promote good relations with staff and students.

    6. To work within a framework of effective governance, ensuring compliance with relevant
       Regulations, Legislation/Policies and Procedures.

    7. To be responsible for your own continuing self-development.

    8. Working within the Health and Safety at Work Act, the post holder has a legal duty to take
       reasonable care for Health and Safety both for themselves and others who may be
       affected by their actions. They are also required to undertake Health and Safety training
       commensurate with the level required by the post and to take part in risk assessment
       procedures and the implementation of agreed recommended work practices within the

    9. To undertake other duties not specifically stated above, which from time to time are
       necessary for the effective performance of the University College’s business without
       altering the nature or level of responsibility involved.

Person Specification

Post title: Administrator - Student Support Services

   Attributes                 Essential requirements                   Desirable

Education/        Educated to Higher National Qualification       Graduate or
Qualifications    standard, or possessing demonstrable            equivalent
                  adminsatrative experience                       experience

Experience/       Demonstrable administrative experience in a     Understanding of
Knowledge         University or large complex organisation        the Higher
                  Experience in a high-volume customer            Environment
                  service environment
                                                                  Experience of
                                                                  working in a student
                  Excellent IT skills with a good working         focused
                  knowledge of Microsoft Office and online        environment
                  databases; experience of using these in an
                  administrative environment.                     Experience of
                                                                  effectively imparting
                  A positive, proactive approach and an ability   complex information
                  to work within a supportive team culture

                  Experience of working with young and
                  vulnerable people

Skills/Personal   Excellent communication and influencing         Ability to work
requirements      skills in dealing with a diverse range of       independently, of
                  people / situations                             developing systems
                                                                  and finding
                                                                  solutions to
                  A methodical approach; an aptitude for
                                                                  operational issues
                  accuracy and attention to detail
                                                                  Ability to work
                  The ability to prioritise workload in a busy    across different
                  office environment is essential and to work     departments for
                  unsupervised and on own initiative as well as   positive effect
                  to work proactively as part of the team

                  Ability to quickly assimilate complex
                  information and impart accurately

                  The ability to stay calm and confident in
                  difficult or pressurised situations

                  Ability to work effectively with staff at all
                  levels and to clearly communicate
                  departmental requirements, whilst
                  understanding and empathising with others
                  requirements and needs to build good

                Confident, enthusiastic and positive approach

                A good understanding of the importance of
                confidentiality, sensitivity, integrity and

                Commitment to seeking constant
                improvement in service provision and
                excellent commitment to customer care

                Willingness to learn new skills and be
                adaptable to change

                Ability to review internal processes and make
                recommendations for improvement

                A commitment to your own continuous
                professional development and identification
                of training needs

                The ability to travel to and work from other
                locations if required

                The ability to work evenings and weekends
                as required


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