Recruitment and Enrolment Assistants

Job Purpose

The University of Glasgow is dedicated to the welfare and success of its students and a positive welcome and transition to the University and student life is essential to achieving this.

To support this commitment, the University of Glasgow Student Services is seeking to recruit a motivated customer focused team of currently registered or recently graduated students to fulfil the

role of Front-Line Support Assistants (Student Helpers) for the Registration and Enrolment Support Team (REST), providing support and query resolution to students undertaking online registration and enrolment through MyCampus.

Student Helpers will require an awareness of Reach Out activity which provides access to services and works with colleagues across the university to provide seamless support.

Student Helpers will provide a first point of contact for students needing assistance or requiring further information as they complete registration and enrolment throughout August to October. The post-holders will be required to develop and maintain a breadth of knowledge regarding University registration and enrolment related issues and will play a crucial role in delivering a positive and innovative student centric service to enhance the student experience.

Main Duties and Responsibilities

1. Provide information and assistance to students who have submitted enquiries via the UofG Helpdesk (Ivanti) or our online chat system and resolve routine enquiries at the first point of contact. Other avenues of support will include staffing a customer facing service desk and helping students one to one with enrolment enquiries.

2. Identify more complex or non-standard queries and apply initiative and judgement to resolve or escalate to the appropriate specialist team.

3. Assist students and provide in person and online support throughout the processes of registration and enrolment to ensure a positive student experience.

4. Use student records systems (MyCampus) to diagnose and resolve or triage issues.

5. Process standard document requests (transcripts, certifying letters, campus cards, etc), supporting the Student Services Enquiry Team to ensure document production meets set targets.

6. Provide general support to the Student Services Enquiry Team (SSETT) and carry out any other duties which are appropriate to the post as may be reasonably requested.

Knowledge, Qualifications, Skills and Experience 

Knowledge/Qualifications

Essential:

A1 Registered or recently graduated student at University of Glasgow.

A2 Ability to demonstrate the competencies required to undertake the duties associated with this level of post grained through working in a similar role or Scottish Credit and Qualification Framework level 4 in English (National 4) or equivalent, and experience of working in a similar role.

Desirable:

B1 Working knowledge of MyCampus or similar student records systems (specifically relating to registration and enrolment), preferably from staff perspective.

B2 Working knowledge and awareness of the UofG Helpdesk e.g. Ivanti, preferably with experience of staff and student analyst roles.

Skills

Essential:

C1 A proactive, positive, flexible, and enthusiastic approach to work with excellent time management skills.

C2 Excellent customer service and communication skills with a proven ability to remain calm and professional and demonstrate empathy in all situations.

C3 IT skills to use basic Microsoft packages and University of Glasgow Helpdesk (Ivanti) to log and process incidents, requests, and to search knowledge base.

C4 To show resilience and patience whilst supporting, directing and informing new and returning students effectively and clearly.

C5 Ability to multitask, problem solve effectively and make informed decisions on resolving enquiries.

C6 Effective listening skills and able to deal sensitively with students using tact and diplomacy.

C7 Ability to maintain a high standard of accuracy and attention to detail when working in a busy environment.

C8 Able to work as part of a team to contribute to a positive and productive work environment and the overall success of student onboarding.

Desirable

D1 Experience of working in a front facing student focused environment.

Experience

Essential:

E1 Experience of working in a team environment.

E2 Experience of an office environment.

E3 Experience of providing a high level of customer service, providing direct support, advice, and guidance, as appropriate.

E4 Experience of working in a busy environment and under pressure.

Desirable: 

F1 Experience of working in a student support function.

F2 Experience of Reach Out service.

Terms and Conditions

Salary will be Grade 3, £21,900 - £22,681 per annum, pro-rated to the number of hours assigned to, and worked by, you.

This post is offered on a 3-month fixed term and fractional basis (no weekly minimum amounts are guaranteed) for a minimum 30 of hours from 22 July 2024 to 25 October 2024.

Please note there is mandatory training, so attendance is required on ALL the dates below from 09.30-16.00.

Friday 26 July

Tuesday 30 July

Wednesday 31 July

Thursday 1 August

Friday the 2 August

Applicants must be available to attend all sessions during the training programme.  Please do not apply if you are unable to attend any of these sessions as you will be unable to take up the post.

As part of Team UofG you will be a member of a world changing, inclusive community, which values ambition, excellence, integrity and curiosity.

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University  https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.