Service Response Assistant x10

Job Description

Ten graduates are sought for the newly introduced role of Service Response Assistant within College Operations, providing support across both our academic and Professional Services. The roles will form part of our frontline teams responding to areas of surge demand such as student queries at the start of term, assisting with our exams helpdesk, enabling major student focused events such as the Festival of Discovery or supporting some of our exciting rapid improvement events and projects. These roles are available immediately until 31 July 2022 and part of the Graduate Business Partnerships Scheme based either in Exeter or Penryn campuses.
INTRODUCTION
At the University of Exeter we want to make the exceptional happen, and have a real and lasting impact on the world around us. We are already firmly at the forefront of universities worldwide and our ambition is to increase that position, particularly as a Global 100 institution. We challenge our talented students to achieve more than they ever thought possible, and recruit the very best people from around the world to reach greater heights in research excellence, innovation and impact.
These innovative Service Response Assistant (SRA) roles will form a dynamic new Professional Services Response team to provide support across our busiest frontline teams during their different peaks of activity or in response to incidents throughout the academic year. The team will become part of College Operations, providing support across all our academic and Professional Services which includes the Directorate of Education and Student Support.
SRAs will help to ensure that we provide an excellent student experience. You will be at the heart of work which supports the student experience and will work closely with some of our most important systems and processes thereby developing a wide range of transferable skills.
Whilst you will be based in the College Operations directorate you can expect to work with teams in Education and Student Support, the Doctoral College, our six academic colleges and across other areas of the University, meeting and working with a wide range of colleagues. This will require working from different locations across our Exeter and Penryn campuses depending upon requirements.
Depending upon the time of year and different priorities, you could form part of our frontline teams responding to areas of surge demand such as student queries at the start of term, assisting with our exams helpdesk, enabling major student focused events such as the Festival of Discovery or supporting some of our exciting rapid improvement events and projects. This team will also support the University response to any unexpected incidents by providing additional capacity to impacted teams.
There will be excellent variety and opportunities to develop an in-depth awareness of key systems used at the university. In addition to responding dynamically to surge demand, these posts will be aligned to some of our strategic projects supporting the student experience or service excellence.
JOB DESCRIPTION
Purpose of Role
This role will provide support across our busiest frontline teams during their different peaks of activity throughout the academic year ensuring that we provide an excellent student experience. In addition to responding dynamically to surge demand, these posts will be aligned to some of our strategic projects supporting the student experience or service excellence.
All SRAs will need to have a flexible and adaptable approach and be able to learn fast. You will have the opportuntiy to work with different University teams and systems during the academic year and may be required to change location to meet peak demand needs.
Duties and Responsibilities
1. Become proficient in key university systems (i.e. Student Inquiry Desk, SITS, IT Service Helpdesk, Customer Relation Management system)
2. Respond flexibly to working with different teams and in different locations throughout the academic year in order to meet peak demands
3. Assisting with communications activity and web editing
Precise duties and responsibilities will depend upon the requirements of each team / placement through the year and will draw from the below:
4. Act as a first point of contact for internal and external enquirers, maintaining the highest standards of customer service. Triaging, responding to, or resolving enquiries appropriately
5. Process and input data, and maintain accurate records as directed and in line with confidentiality and GDPR requirements. Gather information and extract reports in standard formats as required, ensuring timely delivery
6. Support internal and external facing activity relevant to the placement through the dissemination of relevant information and appropriate follow-up
7. Maintain and enhance the student experience and service excellence in support of institutional objectives. Suggest improvements and be responsible for their implementation where directed
8. Use systems and software effectively and efficiently, adhering to any relevant compliance and undertaking training as offered and required
9. Assist with the organisation of events including the logistical arrangements for internal and external meetings and events (i.e. Festival of Discovery)
10. Ensure processes, procedures and codes of practice are adhered to and best practice is followed and shared where relevant
11. Servicing meetings and committees by providing agendas, minutes, papers, as well as managing logistical arrangements
12. Accountability/ responsibility for discrete areas of work, as delegated by your line manager or other senior stakeholders
13. Work under direction within a team, and collaboratively within and across teams within the Directorate
14. Liaise with internal and external stakeholders as required, building and developing effective communications and working relationships.
15. Provide administrative support for areas such as a project, system, set of procedures, website, event, student facing activity, of the Directorate, or act in general administrative support role for a team or group
Training and Development opportunities
Full training will be provided in relevant University systems and processes and are expected to include:
  • Student Inquiry Desk system
  • SITS
  • Assessment Systems
  • T4 (website system)
  • IT Service Helpdesk
  • Customer Relation Management system
  • Training relevant to each placement or directorate will be provided
You will be supported by your line manager- the Response Team Coordinator - to understand the requirements of each placement.
You will have the opportunity to work with and learn from colleagues across the University including the Head of Education Services, Head of PGR Support, Project Managers from the Strategic Development Unit and with senior university management project sponsors.
Post holders will gain a unique insight into the operation of University key processes and systems, learning highly transferable skills in terms of enquiry management, dynamic working in a fast-paced environment and data processing.
SRAs will be well placed to apply for University roles as a result of their breadth and experience.
The university also offers online and in-person learning and development opportunities, including mandatory online training in Prevent Duty - Inclusive, Cohesive and Safe Universities ; Equality and Diversity Introduction ; Health and Safety Introduction and Information Governance .
Level of Support
You will benefit from being a part of a team of 10 Professional Services Support Assistants providing a peer network.
You will be supported with a regular programme of training.
You will have periodic one to one meetings with the Professional Service Response Team Coordinator and also receive support and regular meetings from the team leader relevant to your placement.
The university offers also extensive support to staff, including a structured Professional Development Review and Wellbeing Service plus GBPs are offered 1:1 support from the Internships Team.
Other Benefits, Rewards and Recognition
These roles are at the heart of supporting students and providing service excellence allowing you to give something back' to the community and make a difference to students and colleagues.
The University offers a wide range of benefits, rewards and recognition , including generous pension and holiday allowance of 39 days a year.
PERSON SPECIFICATION
Degree and Attainment
  • Educated to degree level and have graduated in last 3 years
Skills
  • Excellent interpersonal and communication skills in person, in writing and email, and by telephone with a diverse range of people
  • Excellent organisational and planning skills and the ability to prioritise and meet deadlines under pressure
  • High levels of accuracy and attention to detail
  • Fast and accurate database inputting skills
  • Ability or understanding of confidentiality practices and legal requirements under Data Protection
  • Excellent IT skills including proficiency in MS office (especially, Excel, Word and PowerPoint) and web based programmes.
Behavioural Characteristics/ Personal Qualities and Attributes
  • Possess a strong customer focus
  • Willingness to learn and actively seek training, development and learn new skills.
  • Ability to be flexible and adapt to working with a wide range of systems and teams
  • Ability to be flexible and adapt to changes in task allocation and areas of responsibility
  • Ability to present a professional and positive image of the University of Exeter at all times
  • Ability to work alone or as part of a small team, prioritising appropriately
  • Creative approach to problem solving
Knowledge
  • Recent insight into the student experience
Prior Experience
  • Delivering excellent customer service
  • Experience working collaboratively and proactively to achieve a shared goal
  • Experience of event organisation
  • Desirable to have been involved in any change project and project management
  • Desirable to have evidence of working with academic or student colleagues in capacity as class rep or similar roles.
GBP Scheme Requirements
To be eligible to apply and undertake a GBP role the graduate must meet all of the following criteria:
  • Achieved* (or about to achieve) a full undergraduate degree (or Masters or PhD).
  • Graduated in the UK within the last 3 years of your most recent degree (we will consider extenuating circumstances of potential applicants that may have prevented them from undertaking a graduate role within 3 years of graduation). * Please see above for additional requirements
  • Attended a British university (or spent time studying at a UK university through ERASMUS)
  • The University of Exeter is committed to developing an environment which promotes equality of opportunity, values diversity and inclusivity.
  • The University of Exeter is a Disability Confident Employer , committed attracting and recruiting people with disabilities, and retaining and supporting staff with disabilities. If an applicant declares a disability and meets all the essential criteria, they will be invited to interview.
  • We welcome applications from all eligible students and in particular those from the following underrepresented groups. Selection and recruitment itself will be entirely on merit alone unless there are multiple applicants demonstrating equal merit. In this clear circumstance, preference would be shown to applicants from under-represented groups. This is in line with lawful positive action measures under sections 158 and 159 of the Equality Act 2010.
  • Right to Work in the UK for the duration of the GBP internship evidenced by the Intern Guidance- Proving Right to Work the UK . This can include British citizens; individuals with an EU Pre-Settlement or EU-Settlement Status ; and those with a Graduate Route Visa.
  • Current immigration legislation prevents the University to provide sponsorship certificates for GBP roles, as they do not meet the requirements for a Skilled Worker visa as explained on the International Student Support webpages .
  • All graduates need to reside in the UK whilst undertaking this role.
  • Applicants cannot undertake another GBP role if the contract length in total exceeds the maximum duration of 23 months working as a GBP.
* To undertake a GBP role applicants must achieve their degree. In the unlikely scenario where a degree is not awarded, the GBP hours may be reduced to 15hrs a week (for undergraduates) or 6hrs a week (for postgraduates) to enable to the graduand the capacity to successfully complete their degree. If the graduand fails their degree the GBP role will end early
Key Dates
Closing Date: 28/10/2021
Interview Date: 10/11/2021
Start Date: As soon as possible, from 17/11/2021 onwards
End Date: 31/07/2022
How to apply
To apply for this role please complete our internship application form which can be downloaded here . Please send your completed form by clicking apply for this job now, or send it direct to internships@exeter.ac.uk stating that you saw the job advertised on Gradsouthwest. Please ensure you use the Personal Statement section to fully explain why your skills, personality and experience make you the right person for the job.