Student Advisor

LIBRARY, SKILLS & CUSTOMER SERVICE DEPARTMENT

Student Advisor

JOB DESCRIPTION

Department:                               Student Life Centre

Job Title/Grade:                         Student Advisor 

Grade 5

Reporting to:                              Student Life Centre Supervisor

Purpose of the post: 

To provide a front line information and central support service to students from across the University as part of the Customer Services  Team. To act as the initial point of contact on a range of issues which affect students? university experience, resolving these wherever possible at the initial stage of enquiry or if appropriate managing the referral to a specialist advisor. The post holder will be a key contributor to enhancing the wider student experience at LSBU by providing a high quality, customer focused service. 

Some weekend working will be required. 

MAIN ACTIVITIES AND RESPONSIBILITIES: 

1. To provide a welcoming, supportive and knowledgeable service to students with a wide range of queries, either face-to-face, online, telephone and chat enquiries 
2. To resolve problems in relation to general student advice and act as the initial student point of contact for Fees & Bursaries, Financial Advice & Funding, Dyslexia & Disability, and all services directed through the Student life Centre. To be able to provide general information and resolve straightforward problems relating to library and student IT support issues
3. To efficiently and effectively answer queries at the initial enquiry stage wherever possible. To make a judgement when referral to a specialist advisor is necessary and to book an appointment ensuring that the advisor is appropriately briefed on the students? query. 
4. To liaise with school administrative and academic staff, other central support services and the Students? Union to facilitate the solution of student queries that lie outside the scope of the Customer Services Team. 
5. To engage in regular team meetings and training to ensure personal expertise and knowledge is current and continues to develop.
6. To input data to computerised record systems, including confidential records, to record all enquiries and footfall to Customer Services locations and aid the production of accurate management information in line with Data Protection Legislation 
7. To produce Student Status Letters and Council Tax Exemption certificates in accordance with university regulations
8. To produce replacement ID / Access cards when required in accordance with security policies. 
9. To comply with the University?s Data Protection Policy and the Data Protection Act 1998 at all times when accessing and processing personal data. 
10. Post holder to adhere to data quality and generate data that is accurate, valid, reliable, timely, relevant and complete.
11. To produce and update a range of on-line and paper-based information resources for students 
12. To contribute to student orientation processes at the start of the academic session and at Open Days.
13. To undertake general administration and data input to support the efficient running of the Customer Services locations and other such duties as required for the effective delivery of its service to students. 
14. To contribute to the evaluation and improvement of the service provided through the Customer Services Team. 

N/A

SELECTION CRITERIA: 

A. Excellent customer service skills and experience with a strong commitment to delivering a user focused, professional service. 

B. Able to deal sensitively with enquires from a diverse range of individuals, and de-escalate and manage potentially difficult or conflict situations calmly and with confidence 

C. Excellent communication skills, listening as well as written and spoken English 

D. Experience and confidence with a range of IT applications including MS Office and a willingness to develop expertise in the use of technology and social media. 

E. A team player with a flexible attitude who works well with others and is able to create networks. 

F. Ability to work on own initiative to resolve a range of problems. 

G. Proven organisational skills with a meticulous approach and a keen eye for detail. 

H. Experience of prioritising and operating to tight deadlines whilst under pressure. 

I. Demonstrable commitment to own professional development and willingness to cover a wide range of activities within the role as it develops. 

J. A demonstrable understanding of equality and diversity, and professional conduct and their practical application within a student support environment