The Welcome and Triage Team are looking to recruit 'Welcome and Triage Officers' for the welcome and registration period of term at the Student Centre within the University of Sussex.
The Student Centre is the main hub of both international student registration, and the student support services welcome activities. Students come to the Student Centre to engage in a range of welcome activities, meet the student support teams and register as international students.
The Welcome and Triage team are the front-facing team for all student wellbeing and pastoral care teams. Over this period the team will be answering a wide range of questions about all aspects of starting university. The team will be supporting students with way-finding around the campus, triaging them to specialist teams for any in-depth support needs
The role will be student facing and will need excellent customer service skills, a proactive way of working and will require flexibility and positivity.
Contract: Starting ASAP until November 2024
Working Hours: 8:30am to 5:00pm Monday to Friday
Payrate: £12.78 p/h (Paid weekly)
Location: Sussex University, BN1
PRINCIPAL ACCOUNTABILITIES
1. To act as the first point of contact for students, and other visitors, accessing information or support services from the University
2. To respond professionally to enquiries in person, by telephone or email/online, referring to specialist practitioners/advisors when appropriate
3. To demonstrate a strong customer focused attitude, operating with empathy and flexibly within a clear, consistent framework
4. To liaise with academic and professional services colleagues across the University as appropriate, to facilitate efficient and effective enquiry management and resolution
5. To be responsible for managing the student experience within the different areas of the Student Centre (and other buildings as relevant), taking a proactive approach, for example to queue busting activities and arrangement of furniture and displays
6. To understand and be sensitive to the cultural differences of our student community, with the ability to recognise and adapt to a changing environment
7. To demonstrate commitment to customer service excellence and continuous professional development, including maintaining an up to date understanding of the breadth of relevant University services
8. To engage with all relevant online systems in logging, managing, tracking and referring student enquiries, making full use of functionality
9. To play an active role in the updating of information for students and staff, including analysing requirements on the basis of enquiries received and resolved, contributing information on need and suggested content, and performing updates on all relevant systems
10. To triage enquiries, identifying when referral appointments are required, and submitting referrals and bookings as appropriate via the online system
11. To develop and maintain professional relationships of respect, trust and support with all staff, to continuously improve the handling of student enquiries
12. To promote and publicise the services and functions of the Student Experience Division throughout the University
13. To play a role in all department-wide initiatives and developments to enhance and improve the student experience
If this is something you would be interested in, apply now with your most updated CV.