The University of Manchester
The Student Support Team within the University of Manchester support and services to potential students, students, alumni, and academics in respect of recruitment, admissions, induction, mentoring, workshops and events.
This post holder will form part of the University’s Student Support Team, taking responsibility for aspects of administrative support for the suite of assigned programmes, ensuring that services are efficient, effective and should adapt to changing circumstances.
The team will work together, developing common systems and processes standardised on best practice and ensuring that University regulations and procedures are adhered to. The post holder will also be in regular communication with students (which may include matters of confidentiality) and potential applicants so the post holder will need to have excellent organisational skills, demonstrate a good use of initiative and be able to interpret and apply complex information).
This is a busy and varied role which requires the post holder to communicate persuasively and tactfully with academic staff, to ensure cooperation and compliance with milestones in the academic year. The post holder must be able to work to tight deadlines on his/her own initiative, and to learn new systems and procedures rapidly.
The Student Support team provides support and services to potential students, existing students and academics in respect of the following activities: student events, recruitment, induction, graduation, mentoring, examinations, course administration and delivery, material management and workshops.
In addition they will be expected to undertake general administrative duties and responsibilities in support of all programmes and to undertake any other duties as may be required from time to time by the Director.
KEY RESPONSIBILITIES, ACCOUNTABILITIES, AND DUTIES
Support:
Act as a point of contact for students, staff and visiting lecturers, dealing with enquiries and providing support
Assisting the Programme Operations Manager in any tasks that requires support
Manage clear and effective means of communication with staff and students, i.e. email distribution lists, blackboard, Campus, etc.
Respond to queries from students, potential students, staff, colleagues and lecturers in a timely manner
Assist with induction, events, workshops and prepare information packs for incoming students and lecturers
Provide administrative support
Assist in managing and delegating graduation duties
Identify complex problems of student progression, and seek advice on their resolution
Advise students on programme eligibility and rules and regulations
Resolve any problems associated with SRS
Student Records:
Process all forms/records/systems relating to changes in students’ circumstances
Be aware of the implications of the Data Protection
Take responsibility for the creation and maintenance of accurate student records including liaison with the head office
Track changes of any module choices on Campus and carry out periodic quality checks to identify any discrepancies in student records in Campus. Ensure that all student choices relating to their programme of study have been authorised, and are correct
Maintain, update and archive all student files and records on a regular basis
Set up and maintain a file for students recording instances of mitigating circumstances
Enquiry Management:
Respond to queries from students, potential students, staff, colleagues and lecturers in a timely manner
Ensure accurate recording of student data on University Systems
Communicate information on visa requirements
Other general support duties:
Support for other Programme Administrators: to share work of others at peak work load periods
Essential Knowledge, Skills and Experience
A good college degree and a minimum of two years’ experience, preferably within a higher education environment
Exposure to blended / distance learning mode of delivery
Excellent IT skills and committed to the principle of maximizing the use of new IT systems for the service and to engage fully with these developments as they occur
Possess excellent communication and interpersonal skills
Able to Multi task and committed to meet set deadlines
Experience of providing a high level of customer service
Highly self-motivated with the ability to exercise judgement and manage his/her workload.
The ability to work calmly under pressure
Committed to the principles and practice of high quality customer service for students and other service users and deliver a high quality and professional service to all service users
Able to deal effectively with students and potential students, using tact and sensitivity whenever necessary
A commitment to on-going personal and professional development
Ability to deal tactfully and sensitively with confidential information
Awareness of implications of sensitive data