Student Support Administrator

Job title: Student Support Administrator

Division/dept.: De Montfort University International College (DMUIC)

Standard working hours: 40 hours: Mon to Fri, 8.30am – 5.15pm, with 45 minute lunch break

Closing Date: 07/12/20 (interviews w/c 14/12/20)

Salary: £20,000

Reports to: College Manager

Location: Leicester

Job purpose

Based at the heart of De Montfort University’s campus, DMUIC offers a wide range of courses to international students, all of which, upon successful completion, allow progression to a variety of university degrees, both undergraduate and postgraduate, at De Montfort University. Our students come from over 50 different countries providing an incredibly diverse community of leaners. We strive for student achievement through providing the best possible student experience, professional staff and outstanding resources. Our success is not possible without the commitment, dedication and collaboration of every member of staff.

DMUIC are looking for a Student Support Administrator to join their growing Student Services team. The person appointed will be required to provide a high quality & effective professional service to both staff and students, hold strong interpersonal skills, and have the ability to handle a wide range of tasks.

Main duties and responsibilities

Supporting the College Manager with the college’s provision of student support services, which include:

• Contributing to the creation of a friendly & supportive atmosphere for students & staff
• Working on the Reception desk, providing a professional and efficient frontline service
• Dealing impartially, effectively & courteously with students, colleagues & external visitors
• Handling first point of contact enquiries in person, over the telephone & by email
• Managing the College inbox, acknowledging all requests in a timely & effective manner
• Ensuring Reception is kept clean and tidy, and that non-digital material kept there is relevant and up to date
• Assisting with the reporting of issues with college facilities, such as classrooms, AV equipment & photocopiers
• Producing documentation requested by students, such as letters and results notifications
• Obtaining / producing reports regarding the status of students, such as new arrivals
• Producing & sending out routine correspondence as required, such as key information, important dates & pre-arrival communication
• Conducting pre-arrival telephone calls
• Supporting the planning, preparation and delivery of Induction, Registration & Re-Registration events (online / face to face)
• Conduct induction sessions to large audiences (online / face to face)
• Issuing student timetables
• Maintaining adequate filing systems & keeping them up to date as such that information can be readily retrieved
• Producing, updating & maintaining electronic student files
• Maintaining the registration spreadsheet, ensuring the content is up-to-date
• Utilising the VLE, Blackboard, to assist with uploading documents, make announcements and problem-solve queries
• Assisting with the recruitment of members and the arrangement of College Board meetings
• Being a main point of contact for assisting with marketing requirements and student ambassadors
• Providing basic student welfare services within the College, including to those with disabilities and/or specific learning differences
• Ensuring students are informed and have access to specialised student services provided by DMU, supporting the delivery of an excellent student experience
• Referring specialist enquiries accurately and effectively
• Dealing with confidential information / material & ensuring the safekeeping of such documents
• Logging all correspondence, advice given & outcomes centrally / within electronic student files
• Maintaining a ‘Welfare’ spreadsheet, and ensuring it is updated regularly
• Supplying academic members of staff with information relating to students who require extra time in assessments
• Overseeing the monitoring of students under the age of 18, including daily registration
• Ensuring college policies, procedures & obligations are adhered to in regards to safeguarding requirements & referring any concerns appropriately
• Assist with the making of arrangements for events and visits organised by the College and associated departments
• Providing Government Sponsors / Embassies with student attendance information
• Assisting with the administration of the Bad Academic Practice process
• Assisting with the collection of student fees
• Processing student payments, including the handling of cash & bank deposits
• Assisting with the collection of student feedback
• Ensuring student statuses on Intrinsiq are regularly updated and checked
• Developing a key understanding of the College & University policies & procedures
• Working with the College Manager & other colleagues to continuously improve service delivery
• Devising new systems & ways of working as appropriate
• Managing own workload, & using judgement when to refer decisions to College Manager
• Providing cover for colleagues in their absence
• Provide training / guidance to new or less experienced colleagues within areas of student support
• A willingness to be flexible towards duties & adaptable to change
• Occasional out of hours work during peak periods such as Registration and Welcome Weekend
• Proactively undertake staff development necessary for the effective performance of the role
• Acting as a positive ambassador for DMUIC
• Following both DMU & DMUIC codes of conduct for staff

This job description is provided as a guide to the role. It is not intended to be an exhaustive description of duties and responsibilities. It will be subject to periodic revision as the emphasis on and ways of working within the role changes.

Person  Specification

Legal Status

• Eligibility to work in the UK
• Satisfactory enhanced DBS disclosure 

Qualifications

• 5 GCSE’s A – C 
• Undergraduate Degree
• Information, Advice & Guidance / Counselling qualification
• Current First Aid qualification

Knowledge and Experience

• Experience of providing face to face customer service
• Experience of working in a busy, office-based administrative role
• Ability to use diagnostic skills to quickly and efficiently identify needs
• Ability to prioritise workloads in the face of conflicting demands
• Awareness of confidentiality, data protection & safeguarding
• Microsoft Office skills
• PA/Reception experience
• Experience of working in the Education sector
• Experience of working with international students/non-English speakers in a professional setting
• Basic knowledge of Tier 4 regulations
• Knowledge of relevant university & external services utilised by students

Qualities

• Sympathetic approach to international students & different cultures
• Customer focused
• Calm under pressure
• Excellent interpersonal skills
• Ability to be objective & confident when relaying decision outcomes
• Team player
• Assertive & positive attitude
• Problem-solver

OIEG is committed to safeguarding and promoting the welfare of children. As part of our Safer Recruitment Policy you will be asked to explain any gaps in your work and education history. You will also be required to undergo a DBS Enhanced Disclosure check and provide the contact details of at least 2 referees, who will be asked specifically if they have any concerns about your suitability to work with people under 18. Evidence of eligibility to work in the UK must be provided at interview stage.

This role meets the requirements in respect of exempted questions under the Rehabilitation of Offenders Act 1974. All applicants who are offered employment will be subject to a Disclosure and Barring Service check before the appointment is confirmed. This will include details of cautions, reprimands or final warnings as well as convictions.