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For Companies At a Glance
- Tasks: Be the first point of contact for students, providing advice and support.
- Company: Join Robert Gordon University, a modern workplace with a vibrant community.
- Benefits: Enjoy generous annual leave and a supportive work environment.
- Why this job: Make a real impact on students' lives while developing your skills in a dynamic setting.
- Qualifications: HNC/HND in a relevant subject or equivalent experience required.
- Other info: This role involves a Level 1 Disclosure Scotland check.
Job Summary
Robert Gordon University (RGU) – Aberdeen\’s university of choice for thousands of staff and students – has a well-established reputation as an innovative and modern workplace, with multiple awards and recognition of our courses and Schools. The Student Life Hub acts as a one stop shop\’ for students and the staff who support them by providing accurate, current and relevant information regarding our services whilst providing the highest level of customer service via in person or through internal written communication systems such as AskRGU. The Hub also focuses heavily on supporting our international students as they integrate into a Scottish University and navigate life in the UK. We\’re in the business of changing lives, developing students into highly employable graduates. Be part of their amazing journey and join our 1500 colleagues who already enjoy the richly rewarding work, vibrant community and lifestyle afforded by generous annual leave. You will act as a key member of the Student Life Hub team, supporting the student experience by providing advice to new and returning students. You will answer students\’ enquiries as a first point of contact on a range of student experience related queries. This is a front-line customer focussed role. You will have an HNC/HND in a relevant subject (or relevant experience) and will demonstrate sound administration skills. You will share our passion for providing outstanding customer service This post is subject to a Level 1 Disclosure Scotland check. For more information visit: www.mygov.scot/apply-for-level-1-disclosure. To apply, please submit your CV and a covering letter detailing your suitability for the role, as set out in the person specification.
Job Description
RESPONSIBLE TO: Team Leader (Student Life Hub)
RESPONSIBLE FOR: N/A
PURPOSE OF POST: You will act as a first point of contact in a student facing environment. You will provide frontline information, triage, support and advice, as well as online and telephone enquiry services, helping to improve the student experience. You will also work with the wider Student Life Hub team to support the administration of the Student Life department while creating a strong customer focussed service.
PRINCIPAL DUTIES:
To be the first point of contact for all student-facing services at the University, responding to face-to-face, telephone and online enquiries, and providing advice and information to students, with the aim of addressing a high proportion of enquiries at the point of contact.
To operate within established boundaries and provide a sign posting and referral service to other specialist members of staff for additional support if the student\’s needs cannot be met at the point of contact.
To log, distribute and follow up on enquiries using the University\’s enquiry and case management system, taking advantage of e-business solutions to the provision of services and information.
To book appointments for students to meet with specialist services, ensuring that protocols for each appointment type are followed.
To triage student enquires and concerns, including those received through Counselling and Wellbeing referrals, escalating to Student Life Hub Team Leader, Student Experience and Partnership Manager or Student Life Duty Manager where required.
To assist students in making payments through RGU\’s online payment system, answering queries about payment status and outstanding fees.
To provide a number of one stop style transactions, including but not limited to basic and complex student status and right to work letters, ID card production, uploading print credit and selling parking vouchers.
To assist with administrative duties for services and teams within the Student Life department.
To assist in co-ordinating and developing student buddy and student ambassador programmes, including recruiting and supporting volunteers, assisting in the delivery of training.
To liaise with all relevant services and conduct research to ensure knowledge of services, procedures, policies and operations is up to date, participating in training and development opportunities.
To assist in managing and developing information and frequently asked questions for key display areas and communication channels, including the Hub, plasma screens, social media channels, webpages and CRM system, encouraging students to make use of self-service resources.
Person Specification
ESSENTIAL CRITERIA
Qualifications and Professional Memberships
HNC/HND in a relevant discipline or equivalent administrative experience.
Knowledge and Skills
Knowledge of what makes a good customer service experience and how to implement delivery.
Excellent IT skills including the use of Microsoft Office packages (including Word, Excel and Outlook) and other administration systems.
Friendly, outgoing personality, capable of communicating in a customer service environment.
The ability to communicate effectively and to respond with understanding, diplomacy and sensitivity to student needs
Ability to explain information and procedures clearly and articulately, using plain English through email, telephone and face to face enquiries.
Ability to deal with issues of confidentiality and sensitive situations.
An understanding of and respect for diversity, including the ability to engage with students from a wide range of cultures and with a range of support needs and disabilities
Confidence in dealing with people who are upset or distressed, including skill in asking appropriate questions to elicit relevant information
Experience
Previous customer service experience in a front-line support role.
Experience of working with people from diverse backgrounds in a busy environment.
Experience of utilising CRM systems and other databases in a customer facing role.
Experience of working with customers who may be in distress, or who may require further specialist support.
DESIRABLE CRITERIA
Qualifications and Professional Memberships
Educated to undergraduate Degree level or equivalent experience.
Knowledge and Skills
Knowledge of issues related to student support services within the Higher Education sector.
Knowledge of local and national support organisations.
Experience
Experience of working with volunteers and part-time members of staff.
Experience of promoting services and other activities through social media and other channels of communication.
Experience of managing social media account profiles and other marketing activities.
Behaviours
Behaviour 1: Communications – Ability to receive, understand and convey information requiring careful explanation and information of a complex or conceptual nature, in a clear and accurate manner.
Behaviour 2: Service Delivery – Experience of exploring and adapting a service to meet customers\’ expectations and also identifying ways of improving standards.
Behaviour 3: Decision Making – Experiences of using own judgement to make decisions; making collaborative decisions with others to reach conclusions; providing advice or information that will influence the decisions of others.
Behaviour 4: Pastoral Care and Welfare – Experience of calming and reassuring those with work/study related problems who may be experiencing distress; dealing with difficult welfare situations or confidential matters.
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Student Life Hub Advisor - RGU07497 employer: Medirest Signature
Contact Detail:
Medirest Signature Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Student Life Hub Advisor - RGU07497
✨Tip Number 1
Familiarise yourself with the services offered by the Student Life Hub. Understanding what support is available will help you answer student queries effectively and demonstrate your commitment to enhancing the student experience.
✨Tip Number 2
Practice your communication skills, especially in a customer service context. Being able to convey information clearly and empathetically is crucial for this role, so consider role-playing scenarios with friends or family.
✨Tip Number 3
Get to know the diverse backgrounds of students at RGU. This knowledge will not only help you relate better to their needs but also show that you respect and understand the importance of inclusivity in your interactions.
✨Tip Number 4
Engage with current students or staff at RGU through social media or networking events. Building connections can provide insights into the role and the university culture, which can be beneficial during interviews.
We think you need these skills to ace Student Life Hub Advisor - RGU07497
Some tips for your application 🫡
Tailor Your Cover Letter: Make sure to customise your cover letter for the Student Life Hub Advisor position. Highlight your relevant experience in customer service and your ability to communicate effectively with students from diverse backgrounds.
Showcase Relevant Experience: In your CV, emphasise any previous roles that involved front-line support or customer service. Include specific examples of how you handled enquiries and provided assistance to students or clients.
Demonstrate Your Skills: Clearly outline your IT skills, particularly with Microsoft Office and CRM systems, in both your CV and cover letter. Mention any experience you have with administrative tasks and how you’ve used technology to improve service delivery.
Express Your Passion for Student Support: In your application, convey your enthusiasm for supporting students and enhancing their experience at university. Share any personal experiences or motivations that drive your commitment to providing outstanding customer service.
How to prepare for a job interview at Medirest Signature
✨Show Your Customer Service Skills
As a Student Life Hub Advisor, you'll be the first point of contact for students. Be prepared to share specific examples of how you've provided excellent customer service in previous roles. Highlight your ability to handle difficult situations with empathy and professionalism.
✨Demonstrate Your Knowledge of Student Support Services
Familiarise yourself with the various student support services available at Robert Gordon University. During the interview, discuss how these services can benefit students and how you would effectively communicate this information to them.
✨Emphasise Your Communication Skills
Effective communication is key in this role. Practice articulating your thoughts clearly and concisely. Be ready to demonstrate your ability to explain complex information in a straightforward manner, as you will need to assist students from diverse backgrounds.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving abilities and decision-making skills. Think of examples where you've had to triage inquiries or provide support to someone in distress, and be ready to discuss how you handled those situations.