Joblink are pleased to be recruiting on behalf of The University of Leeds.
Do you want to be part of a professional and friendly student enquiry service, committed to providing timely, consistent, and accurate information for students? Have you worked in a busy and professional customer service role delivering excellent user experiences? Are you a confident communicator who can remain calm, professional and friendly under pressure? Are you organised, accurate, and can you manage multiple tasks at the same time?
The Student Information Service (SIS) is a key Student Education Service development with the vision to deliver a sector leading central enquiry service. As a customer service practitioner, you will join this friendly and professional team to deliver front line, multi-channel information and enquiry services. The role will include both supporting students and post-graduate researchers (PGRs) face to face at Campus Information Points and also working remotely via email, phone, or other remote channels.
In this role you will be providing high-quality enquiry support for our diverse community of students across the institution in line with the University of Leeds Service Excellence Framework. Using a variety of resources, you will provide accurate and detailed information in clear and accessible ways, using your judgement to know when to ‘hand off’ more complex enquiries to experts in services and departments.
You will support the Service to develop and improve by feeding in your insights from the frontline as we refine and improve our service offering, working alongside our partners and colleagues in service teams, schools and faculties, and communications.
You will need to have a strong customer service focus and excellent communication skills; both verbal and written. You will need to be able to maintain confidentiality and be committed to offering an inclusive and accessible service.
What does the role entail?
As a Student Information Service Advisor your main duties will include:
Providing a professional front line enquiry service, acting as the face/voice of the institution for students, PGRs and external parties/visitors contacting us with general enquiries and seeking information;
Responding to enquiries at our on-campus Information Points, by phone, email, MS Teams and other remote channels;
Understanding student/PGR needs using effective questioning and answering techniques and your experience of University activities and services to understand their enquiry;
Being confident to communicate and advise on a wide range of processes and services, varying your language and approach for different enquirers;
Providing accurate and consistent information and following guidance on when and how to escalate or ‘hand off’ enquiries to relevant colleagues/teams;
Utilising standard prepared answers and crafting new ones to effectively respond to questions, with an emphasis on using clear language and giving accurate advice;
Ensuring that the needs of visitors are dealt with efficiently, professionally and courteously; even during busy times, giving appropriate support to anxious, confused or agitated students;
Accessing various databases (Microsoft Dynamics 365) to respond to enquiries and track their progress;
When on campus ensuring the Information Points are tidy and accessible and that you work effectively with colleagues in each locality;
Being a point of contact for Student Ambassadors at the Information Points, acting as a point of escalation, overseeing and understanding their interactions with students and guiding them on queue management.
What will you bring to the role?
As a Student Information Service Advisor you will have:
An enthusiasm for delivering an exceptional student experience and ability to demonstrate high level customer service skills with experience in a reception, on the phone or other busy customer-service role, including an understanding of different cultural and access needs;
The ability to work flexibly, positively and with patience, offering enquirers a professional but friendly service and the ability to handle difficult enquiries and to respond sensitively to distressed or confused enquirers, seeking support from supervisors when needed;
Effective and confident communication skills, both orally and in writing and demonstrable ability to vary how you interact using different approaches to effectively understand and respond to customer needs, ensuring that you have been understood;
Experience of working co-operatively in a team situation sharing your experience and knowledge, and experience of balancing independent working and following guidance on when and how to escalate issues;
The ability to respond to queries by collating often complex information from across multiple resources to ensure accurate, up to date and easy to follow information;
Good organisational and administrative skills, including the ability to keep accurate records, and follow guidance consistently;
The ability to remain calm under pressure and positive when dealing with challenges and the ability to prioritise workload to meet student demand and service needs;
Ability to maintain discretion in matters of a confidential nature with a sound understanding of navigating GDPR requirements in sensitive situations;
A good working knowledge of Word, Outlook, Excel, Access, Teams;
Proactivity in identifying solutions to problems and a commitment to contributing to continuous service improvement.
Where, when and pay?
The role will be based at the University of Leeds Campus and remote. (Please note you must be based in Leeds to be considered for this role)
Part or Full-time
Start date: Aug/Sept 2022
Pay: Grade 4 (£11.04/hr)
To apply please send a relevant CV (ensure you have uploaded a CV to your profile on the job site)
AND answer these questions (within the cover letter section).
(Please note: No cover letter is required and applications missing cv and answers will not be considered)