Student Support Administrator

This role sits within the Faculty Student Experience Team and is the first point of contact for all student support queries for taught programme students in their cluster, handling enquiries relating to extenuating circumstances, student withdrawal/interruptions, student support, and escalating to appropriate team members when required. The post holder is expected to respond courteously and professionally to enquiries in person, by email, through AskQM and by phone., * To assist Student Support Officers (SSOs) in their cluster with administration related to student support. This will include;

• processing Extenuating Circumstances (EC) applications.
• administration relating to Disability and Dyslexia.
• assessment related matters arising from EC outcomes.
• the administration of withdrawals/interruptions and updating relevant documents, and records as required.

• Assist with the monitoring of student engagement with a view to collating information for engagement records, including student visa monitoring; assisting with the identification of students with engagement issues.
• Assist SSOs with providing advice and guidance to students and staff in line with Faculty student support procedures and the University?s Academic Regulations.
• To provide frontline support for student support enquiries via AskQM, handling enquiries relating to student support matters, and escalating complex enquiries to the appropriate SSO and/or signposting students to QM Professional Support Services as required.
• To update records for EC outcomes on University records systems and provide advice and guidance to students and staff in this area.
• To retrieve, update, disseminate and store EC reports from Mysis as required in preparation for EC committees, Subject Examination Boards or at the request of Module Organisers.
• To provide reception services for the when on Campus including answering routine email, face to face and phone enquiries from students, staff and visitors, referring them to other staff as appropriate.

• Relevant experience working in a busy environment, ideally Higher Education
• Experience of effectively using administrative systems within a university or similar environment such as SITS, Moodle and Salesforce. (Desirable)
• Experience of dealing effectively with people face-to-face in a university or similar environment with a customer-oriented approach.
• Understanding of student support issues in Higher Education.
• Understanding of and commitment to, equality of opportunity and to deal with diversity sensitively and fairly.
• Experience of servicing committees, producing documentation and writing minutes.

Skills

• Ability to organise workload with minimum guidance, using own initiative to prioritise competing demands.
• Accurate data entry and attention to detail when working under pressure.
• Ability to work both independently and as a part of a team.
• Ability to foster effective working relationships with colleagues and contacts at all levels both internal and external to the University
• Able to work with tact and confidentiality when dealing with sensitive/confidential issues.
• Strong ability to respond to students/customers in an empathetic and professional manner.
• Proactive approach to tasks, highlighting issues to relevant staff members to avoid negative impacts or identifying appropriate solutions independently in line with university policies, regulations and guidelines.
• Excellent IT skills including Microsoft Office software (including Excel skills, Outlook, Word).
• Excellent oral and written communication skills.

Qualifications

GCSE or equivalent in English and Mathematics.

Degree or equivalent qualification/experience. (Desirable) Health & Safety Considerations