Academic Registry Support Administrator

Summary

This role will provide support for Academic Registry College and School teams during peak periods. The role maybe required to provide in person or online support for our teams. This will include general admin support for student enquiries both in person and online. The role may also provide support to our Attendance Manager during peak periods to help answer student queries and coordinate work as needed.

The role is based on-site 5 days a week. Initially you will be based at Lime Grove but you may be required to work at other college sites as needed.

Key duties and responsibilities

• To provide an excellent customer service to our students whether they are visiting our student desk in person or addressing their query via telephone or online. Ensuring compliance with service level agreements in terms of query turnaround times.

• To deal with enquiries from prospective, current and past students - problem solving or escalating issues as required.

• To provide information and advice in respect of enquiries regarding admissions, course support and other queries students may have relating to their course or services provided within the School and University, keeping abreast of current developments, policy and procedures.

• To identify where a student needs an urgent appointment with counselling/student services and to support the student in getting an appointment where it is not thought they are at risk.

• To coordinate the student letter request process, drafting appropriate correspondence for the relevant authorities, ensuring that students receive letter requests in a timely manner.

• To monitor enquiry volumes and subject levels to help support changes to information provision or communication to students as required.

• To sign post students to the appropriate Student Services through liaison with other key front-line staff in the University, maintaining up to date knowledge of the differences and purposes of both internal and external support services.

• To provide support to Programme Administration teams as needed during peak periods of the year (for example supporting group allocation/changes, supporting attendance monitoring and other student administration tasks as required)

• To support the attendance team during peak periods reporting to the Attendance Manager

General

• To perform such duties consistent with your role as may from time to time be assigned to you anywhere within the University.

• To undertake health and safety duties and responsibilities appropriate to the role

• To work in accordance with the University’s Staff Charter and Dignity at Work Policy, promoting equality diversity and inclusion in your work.

• To undertake continuous personal and professional development, and to support it for any staff you manage through effective use of the University’s Planning, Review and Appraisal scheme and staff development opportunities.

• To make full use of all information and communication technologies in adherence to data protection policies to meet the requirements of the role and to promote organisational effectiveness.

• To conduct all financial matters associated with the role in accordance with the University’s policies and procedures, as laid down in the Financial Regulations.

Key working relationships

• Assistant Heads of Academic Registry

• Programme Administration Managers

• Course Support Team

• Student Advice and Funding Team

• Other relevant University staff and Students