- ABOUT US -
The Institute of Inner-City Learning (IICL) is one of the University of Wales Trinity Saint David’s four Institutes with campuses in Birmingham and London.

The IICL has multiple intakes per annum, delivers continuous learning, teaching and recruitment cycles and operates in an intensely competitive inner-city and multicultural HE environment. The Institute currently has approx. 4,000 non-residential students on Certificates of Higher Education, Honours degrees, Masters and Doctoral programmes, some of which are also taught at weekends.

- THE ROLE -
The post holder will be a member of the Student Services team and will work closely with all functional areas to provide an effective, timely and supportive service to Home and International students as well as compliance with University and other relevant bodies such as UKVI and the Students Loan Company.

The post holder will act as the first point of call for student queries and will be empowered to resolve a list of common student queries and issues without the need for further referral. Where referral is required, the post holder will make an active referral and track the resolution of student issues through to completion. The student frontline team will be in regular communication with colleagues to ensure a consistent high-quality approach to student support. The post holder will be required to build effective and sustainable working relationships within the University such as the Registry, Academic Office, and Students’ Union as well as with external organisations.

The post holder will be required to work within the Student Services Team, as well as working closely with other student-facing professional teams, lecturing staff and colleagues as appropriate to ensure work is completed efficiently and effectively. The role also requires the post holder to be able to work independently and use initiative with the self-motivation to meet deadlines. The post may require travel between different delivery locations and other University sites depending on operational needs.

The main duties of this role are wide ranging and will include the following:
• To respond appropriately and effectively to all issues and comments raised by students
• To be responsible for communicating with students for example on any timetable changes, cancelled or re-scheduled classes
• Establish and maintain effective and efficient student service processes to enable an appropriate and timely service to the students.
• Plan, manage and organise re-enrolment for progressing students.
• Organise and service Staff Student Committee meetings at regular intervals and ensure follow up actions.
• Implement and monitor the attendance system, in full compliance with University and UKVI requirements, ensuring regular monitoring of attendance data in line with the Attendance Policy for taught and research students and highlight any issues promptly.
• Ensure that the attendance records are maintained continuously and provide regular reports. Identify students who fall short of attendance and initiate appropriate processes for such students.
• Communicate with appropriate and relevant colleagues within the University in order to ensure compliance with the University and UKVI rules and regulations, and those of any other relevant Authorities/Bodies.
• Proactively ensure that all individual student data including data related to student finance is accurate and current at all times.
• Update continuously the student records on the student management information system (for example SITS).
• Organisation and promotion of student facing events and information

- ABOUT YOU -
You should have:
• A good level of general education
• Evidence of providing high quality customer service
• Previous administrative experience in a fast-paced environment
• Good interpersonal and communication skills with the ability to communicate effectively at all levels
• Evidence of paying attention to detail
• Ability to meet tight deadlines and plan workload
• IT literacy, with knowledge of Microsoft Office packages, and the ability to learn new packages
• Ability to work as part of a team and in partnership with others
• Evidence of a high level of self-motivation with the ability to work under minimal supervision

- BENEFITS -
Our employees get access to a comprehensive pay and benefits package in recognition of their valued contribution including:
• Generous annual leave entitlement of 28 days annual leave per year (plus 8 bank holidays & 4 University closure days)
• Competitive pay and pay progression
• Generous annual leave allowance including Christmas/New Year closure
• Pension scheme membership from USS to provide benefits for you and your family
• Access to a benefits and wellbeing platform, with a choice of benefits to suit your needs, including electric vehicle salary sacrifice scheme and financial wellbeing services
• Support for health and wellbeing, including access to on-campus sports facilities at discounted rates, occupational health, and counselling support services
• Career and development opportunities, including support to gain further qualifications
• Family-friendly policies that provide for flexible working, including enhanced paid maternity and paternity leave
• Travel schemes, including the cycle to work scheme.
• Salary sacrifice vehicle leasing scheme for electric or hybrid cars

- HOW TO APPLY -
Please click the ‘Apply Now’ button to start your application. Each page of your application will be saved when you click ‘Next’ or ‘Previous’.

Please note, this application process does not include the option to submit a CV. Therefore, your application will be assessed based on your answers to the application questions only and, in particular, your Supporting Statement.

Closing date: Sunday 14th April 2024, 11:59 pm