University of the West of Scotland
Permanent
THE POST - Student Hub Assistant
The University of West of Scotland is recruiting for an enthusiastic Hub Assistant to join the London Hub team based in the London Campus. The post holder is a key part of the student-facing team that has responsibility for dealing with a wide range of student enquiries via a range of communication methods. The customer facing role involves working closely with the London Hub Co-ordinator, to ensure that a consistent operational approach is implemented across all campus Hub Teams. The Hub Assistants will perform an exciting mix of student facing and administrative tasks, all of which are geared towards ensuring that our students receive first class support. The post holder will proactively work within a set of defined procedures to efficiently process information required for the effective handling of a range of enquiries.
Your key responsibilities will include:
- Utilising and engaging with a range of approaches (face to face, phone, chat, e-mails) and enquiry management tools (Live Person and TOPdesk) to provide a highly responsive, customer-focused, student enquires service ensuring students can access our service in the way that best works for them.
- Assisting the Student Hub Co-ordinators to produce reports for senior management to ensure that UWS processes and procedures are fit for purpose and that adjustments to our approach are capture and escalated accordingly.
- Using initiative and autonomy to provide day-to-day support and information to students, responding pro-actively to non-routine, sensitive or more complex customer enquiries ensuring effective and efficient delivery of front-line services to our students.
- Organising and preparing resources for students on behalf of the university, such as letters, requested information, etc.
- Consistently meet and strive to exceed key performance indicators (KPIs) related to response times, resolution rates, student satisfaction, and other service metrics.
The successful candidate should have the following:
- School, College or University qualifications
- Providing excellent Customer service or student service experience is essential (Higher Education experience is beneficial but not essential)
- Performing a helpdesk style role
- Working with customer service or workflow style customer systems
- Demonstrate a strong commitment to delivering high-quality customer service with a friendly and professional demeanour
- A positive and enthusiastic attitude
ABOUT US
UWS London Campus, close to one of the world's biggest financial capitals, is an exciting and vibrant place to work and study offering flexible technology-rich working and learning spaces with panoramic views of Docklands and Canary Wharf.
University of the West of Scotland is one of Scotland's largest and most dynamic modern universities. Our reach across the country, together with our London campus, means that UWS is a significant force in global knowledge creation, innovation, and a leading provider of undergraduate, postgraduate and research degree education. Our degrees provide students with a transformational experience; equipping them with highly sought-after graduate skills that set them up for global success in world-leading sectors, industries and businesses.
With cutting-edge courses, modern pedagogy and practical knowledge, we enable our students and staff to experience the joy of learning, teaching, research and innovation, and apply their knowledge for the benefit of others.
UWS is officially ranked by Times Higher Education in the top 200 universities worldwide under 50 years old (2023 Young University Rankings).
Our professional services teams are the backbone of UWS, providing robust and innovative solutions to support the vast range of work across learning and teaching, and research and innovation. You will join a supportive and dedicated team, playing a key role in a range of work that will help drive forward our ambition to deliver world-leading research, and graduates who will design, shape and build a new future.
We offer our staff a caring and supportive environment, across five campuses, and a competitive benefits package which includes:
• 24 days of annual leave, plus a further 12 days for public/university holidays
• An additional days leave on your birthday
• Defined benefit contribution pension scheme (currently 19.3%), including death in service benefits upon joining the scheme.
• A flexible approach to working pattern and work-life balance
• Employee discount scheme across 3,500 retailers
• Fitness facilities across our campuses
• Free gym membership
• Access to a range of health and wellbeing resources, including occupational health, physiotherapy and access to our Employee Assistance Programme
• Professional, career and research development opportunities.
Interview Date: Tuesday 1st of October 2024
The University reserves the right to shorten/extend the closing date of any position where a high/low volume of suitable applications are received. Therefore, if you are interested in this role, an early application would be encouraged.
UWS is committed to equality and diversity and welcomes applications from underrepresented groups.
UWS is a "Disability Confident" employer.
University of the West of Scotland is a registered Scottish charity, no. SC002520.