|Student Advice Centre Officers|
|Salary:||£14.02 per hour plus holiday pay|
|Date Posted:||10 July 2019|
We are looking for a Student Advisory Officer that will be the liaison between University and its current and potential stakeholders. This is a full time, temporary position starting as soon as possible until the end of October.
The successful candidate will be able to accept ownership for effectively solving customer issues, complaints and inquiries; keeping customer satisfaction at the core of every decision and behaviour.
The successful candidate will be required to provide a high level of customer service to our stakeholders as first point of contact for theUniversity. With relevant experience, you will be able to demonstrate excellent communication skills and the ability to deal effectively and confidently with awide range of staff, students, academics and overseas institutions. Highly organised, you demonstrate a calm and methodical approach and maintain accuracy whilst working under pressure.
Job role duties:
To respond to all enquiries requesting information about the Universityin general and about programmes offered to both internal and distance learning students, over the phone and through our enquiry system.
To manage large amounts of inbound and outboundcalls in a timely manner.
To provide comprehensive advice to current students in relation to the University of London Worldwide, referring enquiries to the appropriate office or member of staff where necessary.
To actively follow and promote the University of London policies, including the University's Dignity at Work and Equal Opportunities Policy and actively promote these wherever possible.
To maintain an awareness and observation of fire and health and safety regulations
Any other duties consistent with both the grade and scope of the post.
Experience & personal qualities
A vast range and breadth of knowledge, relating both to the University of London as a whole and the courses and subjects available etc must be acquired in order to undertake the work of the Centre to the standards required. Although that knowledge will be gained over a period of time, using a variety of data and resources available to the Centre, it is necessary for the postholder to possess the ability to research, collate and understand new information quickly and effectively.
The Student Advice Centre is likely to be the first contact that a caller/enquirer may have with the University. A strong personal commitment to the provision of a quality service combined with understanding of the need to adopt a friendly, welcoming, helpful and sympathetic manner and the ability to deal effectively, easily and confidently with individuals at all levels andfrom a variety of backgrounds, whether by phone, in writing or in person is therefore essential.
The work is characterised by frequent interruptions and by pressure and volume of work, so it is important that the postholder is demonstrably able to complete work to high standards in such an environment, undertaking several tasks simultaneously and to meet deadlines while working under pressure without sacrificing loss of accuracy or patience.
Substantial experience working in a Call/Contact Centre or Customer Services environment, with confident telephone manner, excellent communication skills and active listening skills.
Self-motivation, positive attitude, integrity, tolerance &confidence.
Flexibility to adapt to changing work requirements.
Discretion and diplomacy in the handling of confidential/sensitive data.
Previous experience of working in or providing an information service within the University sector or a similar environment would be a distinct advantage.
Technical knowledge & skills
Basic to intermediate IT skills including proficiency in MS Office applications, familiarity with the internet and email.
Excellent communication and interpersonal skills, as demonstratedby the ability to relate well to others and to express information so as to beeasily and readily understood.
Education & professional qualifications
No specific educational qualifications are required, but the postholder must be of graduate calibre and demonstrably able to meet the literacy standard required for the post.
Working hours - Full time role - 35 hours per week - starting ASAP until 31st October
£14.02 per hour + holiday pay
Should you have any questions regarding any of our vacancies, please feel free to call us on 0207 863 6070.
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