ASK Student Enquiry Service Adviser

07062016

Job Title / ASK Enquiry Service Adviser
Faculty/ School/Department / ASK Student Enquiry Service
Responsible to: / ASK Team Leader
Job Purpose
Provide frontline customer services to all those using ASK services which can be accessed face-to-face, by telephone, online and via self-service facilities. Give advice and assistance on a range of essential topics covering health and well-being, careers, complaints and appeals, student records, financial matters, visas, international student support and Students’ Union queries.
Main activities and responsibilities
  1. Provide professional, friendly and efficient front-line service to students, staff and any visitors who make enquiries to the ASK service.
  2. Resolve a range of enquires from students face-to-face, by telephoneor through the online helpdesk. Provide timely, accurate information on a wide range of student support issues, knowing where to refer students when unable to answer specific queries directly.
  3. There is a key requirement to refer accurately and effectively to a wide range of University support services.
  4. Escalate more complex or non-routine enquiries to Senior Advisers who will assess the nature of queries and either respond to and resolve them or facilitate access to specialist advisers and other University services as appropriate.
  5. Assist students to access relevant University information, services and resources that support the delivery of an excellent student experience.
  6. Produce guidance documentation and other resources for students.
  7. Work with the Student Enquiry Service Manager, other Advisers and Student Associates to develop, update and maintain information resources and lead service improvement projects when required.
  8. Liaise with other Advisers and Student Associates to ensure that the ASK knowledge base, Frequently Asked Questions and other materials are updated and accurate, following established protocols for updating shared information resources.
  9. Operate a range of ICT systems including the iASK online helpdesk, SITS student record system, Outlook calendars, intranet and internet and undertake general administrative processes associated with the effective and efficient delivery of the service.
  10. Receive cash and card payments and process these in line with the University financial procedures.
  11. Log all enquiries, advice given and enquiry outcomes and assist with collecting and compiling a range of management information relevant to the Student Enquiry Service.
  12. Maintain a good general awareness of current issues in student administration and support and maintain a good understanding of new initiatives and developments.
  13. Ensure that the physical and technological environment of the Student Enquiry Service is maintained to a high standard.
  14. Assist in major events such as open days, welcome week and graduation.

Additional Key Requirements:
Managing people and resources
May provide routine training (such as demonstrating processes), and guidance to student associates, new staff or less experienced colleagues within own areas of work.
Process cash and card payments in line with University procedures and financial regulations.
Communication
Frequent need to communicate effectively with students, visitors and colleagues. There is a requirement for good interpersonal skills, and the ability to flex communication style in order to overcome barriers to understanding.
Teamwork
It is expected that Enquiry Service Advisers will have a keen customer focus and work collaboratively with colleagues to ensure that a responsive and effective enquiry service is provided within the University. This may include a degree of flexibility to work across different areas support colleagues at times of peak demand or to help cover holidays and other absence.
Initiative, problem solving and decision making
Solve a variety of problems within own area of work determining own priorities and supporting a team in delivering a service and maintaining high quality standards. Make decisions with each client about the information to be provided, possible referrals, or appointments using the knowledge gained through training and proactive development of knowledge and understanding within role. Prioritise own work in order to deliver the service and maintain high quality standards.
Work environment
Be aware of the risks in the work environment and their potential impact on own work and that of others.
Person Specification
  • A good standard of education, to A Level or equivalent and GCSE English and Maths at grade C or above (or equivalent) is essential.
  • A Degree and experience of Higher Education is desirable.
  • Significant experience of successfully working in a front line customer service role is essential.
  • Experience of supervising and training staff is desirable.
  • Excellent communication skills (both verbal and written) and the ability to communicate with a wide variety of individuals is essential.
  • Excellent customer service skills with a strong commitment to delivering a user focused, professional service is essential.
  • Strong IT skills with confidence to use a variety of systems and demonstrate to others is essential.
Able to demonstrate:
  • Awareness of data protection and freedom of information legislation is essential.
  • Strong information management skills with the ability to organise and communicate detailed or complex information in a simple and understandable way is essential.
  • Awareness of student finance issues is desirable.
  • Demonstrable understanding of equality and diversity and appropriate professional conduct within a student support environment is desirable.
  • Adaptable approach and good problem solving skills with the ability to remain calm under pressure and respond sensibly to the unexpected is essential.
  • A self-managing work style and the ability to work independently, without supervision is essential.

Special requirements
The ASK Student Enquiry Service has extended opening hours up to six, possiblyseven days a week at peak times in order to meet customer demands. Flexibility in working hours is therefore required. Staff may be employed on full-time or part-time contracts and a range of working patterns will be available. It is anticipated that longer hours will be required at the start of term (September, October, January) and during exams (May/June), with reduced hours during student vacations.
Ability to undertake duties at different premises including any University campus is required.
Work-wear will be provided for staff working in the ASK Student Enquiry Service.
Expectations of all staff
Professional standards
All staff employed by Birmingham City University are expected to exhibit high professional standards which promote and demonstrate the University’s core values of Excellence, People Focused, Partnership Working, Fairness and Integrity.
Equal Opportunities
All staff are expected to understand and enact the University’s commitment to ensuring equality and diversity in all activities. This commitment is enshrined in the Equality Statement and core values.
Dignity at work
Every member of staff has a responsibility to ensure colleagues are treated with dignity and respect.
The University is committed to creating a work environment for all staff that is free from harassment, intimidation and any other forms of bullying at work, where everyone is treated with dignity, respect and professional courtesy.
Health and safety
The arrangements for meeting the University’s health and safety objectives are contained in the Birmingham City University Health and Safety Policy. This includes the responsibilities of key staff and procedures covering the main activities of the University.
All staff are expected to take reasonable care of themselves and those that may be affected by their actions.
Dress code
The University does not operate a formal dress code for its employees, other than for those who are provided with uniform and/or protective clothing. However, employees must ensure that their dress is professional, reasonably smart and appropriate for the situation in which they are working. All staff should ensure that they present a professional image and one that reflects sensitivity to customer perceptions. This may reflect their ethnicity and lifestyle, but should not be provocative or cause offence to those with whom they have contact.
Citizenship
All staff are expected to adhere to good citizenship, being generous with help and support to others, collaborating with colleagues and working for the benefit of the University as a whole. In particular working to provide a positive studentexperience and achieving excellence in all the University’s activities.
This job description indicates the expectations of staff at this level. Job descriptions are not exhaustive and you may be required to undertake other duties of a similar level and responsibility.