Job Purpose
The University of Glasgow's Global Opportunities team is seeking to recruit two part-time Global Opportunities Assistants, providing support and query resolution to visiting students coming from our global partner universities to undertake a semester or year of studies at UofG, as they undertake online registration and enrolment through MyCampus. Assistants will also be required to provide document management and enquiry handling support for students on our Go Abroad programme.
The Global Opportunities Assistants will provide a first point of contact for students on the study abroad and exchange programme needing assistance or requiring further information. The post-holders will be required to develop and maintain a breadth of knowledge regarding university registration and enrolment related issues as they pertain to students participating in Global Opportunities programmes.
Global Opportunities Assistants will require an awareness of Student Services Enquiry Team activities in order to effectively signpost students as required and provide seamless support.
Main Duties and Responsibilities
1. Provide information and assistance to students both in person and online through various mediums, providing excellent customer service and knowledge of the registration and enrolment process.
2. Resolve student submitted enquiries via the UofG Helpdesk (Ivanti) or email. Other avenues of support will include helping students one to one or via group Q&A sessions.
3. Identify more complex or non-standard queries and apply initiative and judgement to resolve or escalate to the appropriate specialist team either within Global Opportunities or in the relevant academic subject area.
4. Liaise with academic subject areas where required to seek approval for course change requests from students.
5. Use student records systems (MyCampus) to diagnose and resolve or triage issues.
6. Process standard document requests where required, for example student Learning Agreements and transcripts.
7. Provide general administrative support to the Global Opportunities Team and carry out any other duties which are appropriate to the post as may be reasonably requested by staff in Global Opportunities.
Knowledge, Qualifications, Skills and Experience
Knowledge/Qualifications
Essential:
A1 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 Registered or recently graduated student at University of Glasgow.
B2 Working knowledge of MyCampus or similar student records systems (specifically relating to registration and enrolment), preferably from staff perspective.
B3 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, flexible, and enthusiastic approach to work.
C2 Excellent customer service skills.
C3 IT skills to use basic Microsoft packages and University of Glasgow Helpdesk (Ivanti) to log and process incidents, requests, and to search knowledgebase.
C4 Able to direct and inform students effectively.
C5 Ability to make decisions on resolving enquiries.
C6 Able to deal sensitively with students using tact and diplomacy.
C7 High standard of accuracy and attention to detail.
Desirable:
D1 Able to multitask and work in a flexible manner.
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, whilst also ensuring that students are aware of their responsibilities and actions to be taken.
Desirable:
F1 Experience of working in a student support function.
F2 Recent experience of working in a customer-facing role.
F3 Experience of working in a busy environment and under pressure.
Terms and Conditions
Salary will be Grade 3, £21,900 - £22,681 per annum pro rata.
This post is part time (17.5 hours per week) and fixed term for up to 6 months from start date.
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.
Vacancy Ref : 146390 Close Date : 27-May-2024 23:45