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Student Advice Centre Deputy Manager

Page Personnel HR
Closing date
29 Sep 2021

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Contract Type
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To provide ongoing support to all Student Advisory staff ensuring a high level of customer service while working in high-pressure environment. To maintain service recovery and Level 1 complaint management for the Student Advice Centre by responding to 'at risk' student queries. To provide cover in the absence of the Head of Student Advice Centre

Client Details

A large University in Central London


1. To provide ongoing support to all Student Advice Centre staff and manage on a daily

basis the resolution of all enquiries to staff in relation to individual student enquiries and

enquiries from all stakeholders. Continued support to new staff and temporary staff

must be given to ensure staff are confident and knowledgeable.

2. To be responsible for maintaining service recovery and Level 1 complaint management

for the Student Advice Centre by responding to 'at risk' student queries. Investigating

both positive and negative feedback given by students and prospects and acting

accordingly. To further investigate and identify trends in enquiries/feedback and find

ways to improve services/information to reduce enquiries or negative feedback.

3. To supervise the training of all Student Advice Centre staff members and organise a

schedule cross training across the UoL Worldwide student lifecycle.

4. To deal with a wide range of often complex correspondence through a variety of

platforms including SID, Salesforce, Live chat, email and telephone.

5. To co - produce with the Head of Student Advice Centre a report for Annual

Programme Reviews across every programme UOL Worldwide offers, providing

statistical analysis and summary for improvement in student communication on that


6. To assist with training and performance management of staff in consultation with the

Head of Student Advice Centre.

7. To help co-ordinate and produce training materials and methodology to facilitate this in

liaison with UoL Worldwide colleagues.

8. To attend meetings as a Student Advice Centre representative as and when required.

9. To support the Head of the Student Advice Centre with Data Protection Subject access

requests and GDPR requests.

10. To provide 'cover' as is required in the absence of the Head of Student Advice Centre.

11. To assist with the support of webinars and conversion activity.

12. 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. 13. To maintain an awareness and observation of fire and health and safety. 14. Any other duties consistent with both the grade and scope of the post. 15. Any other duties reasonably required of the postholder by the reporting manager.


· Previous experience of working in or providing an information service within the

University sector or a similar environment would be a distinct advantage.

· Managerial experience - including line management.

· Supervisory skills and ability to train and guide staff in multi-layered areas of work.

Able to explain complex and intricate regulations and structures with clarity and


· Previous experience -or other demonstrable ability to be immediately effective in

undertaking -work in a busy and challenging environment, including generation of

own correspondence.

· 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.

· It is necessary for the postholder to possess the ability to research, collate

and understand data and new information quickly and effectively.

· 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 and from a variety of backgrounds, whether by phone, in

writing or in persons therefore essential.

· Works effectively both independently and as part of a team, adopting flexible

techniques to managing staff as required.

· Discretion and diplomacy in the handling of confidential/sensitive data. An

understanding of working with a diverse student body and environment.

Job Offer

Permanent position level 06
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