Student Hub Assistant

Student Success Hub

Paisley Campus

Student Hub Assistant - REQ000054

Grade 3: £23,144- £25,742 per annum pro rata (Please note this salary is based on 35 hours a week for 52 weeks)

Part time: 21 hours per week (0.6 FTE) - Monday, Tuesday & Friday

THE POST

The University of West of Scotland is recruiting for a Student Hub Assistant to join their Student Success Hub Team based in Paisley.The postholder is a key part of the student-facing team that has responsibility for dealing with a wide range of student enquiries via a range of communication methods. The role involves working closely with the Student Hub Co-ordinator, to ensure that a consistent operational approach is implemented across all campus Student Hub teams. The post holder will proactively work within a set of defined procedures to efficiently process information required for the effective handling of a range of student enquiries.

Your key responsibilities will include:

• Providing support to Graduate Trainees and Student Buddies who support the work of the Student Success Hub at peak times during the year.
• Utilising and engaging with a range of approaches (face to face, phone, online) and enquiry management tools (Live Person and TOPdesk) to provide a highly responsive, customer-focused, student enquires service ensuring students can access our service in the way that best works for them.
• Supporting the production of data led and evidence-based reports to identify where enhancements to practice, bottle-necks and challenges need resolving to ensure a smooth UWS student journey.
• Assisting the Student Hub Co-ordinators to produce reports for senior management to ensure that UWS processes and procedures are fit for purpose and that adjustments to our approach are capture and escalated accordingly.
• Using initiative and autonomy to provide day-to-day support and information to students, responding pro-actively to non-routine, sensitive or more complex customer enquiries ensuring effective and efficient delivery of front-line services to our students.

The successful candidate should have the following:

• Educated to HNC level (SVQ level 3), or equivalent.
• Previous experience in a customer service/customer facing role in a highly customer focussed environment (preferably within Further or Higher Education).
• Experience in a helpdesk/information service role in a highly customer-focussed environment.
• Experience of using customer services IT systems such as enquiry management and client/case management systems.

** Please note due to the nature of this role, it is not suitable for current UWS students.**

ABOUT US

University of the West of Scotland is one of Scotland’s largest and most dynamic modern universities. Our reach across the country, together with our London campus, means that UWS is a significant force in global knowledge creation, innovation, and a leading provider of undergraduate, postgraduate and research degree education. Our degrees provide students with a transformational experience; equipping them with highly sought-after graduate skills that set them up for global success in world-leading sectors, industries and businesses.

With cutting-edge courses, modern pedagogy and practical knowledge, we enable our students and staff to experience the joy of learning, teaching, research and innovation, and apply their knowledge for the benefit of others.

UWS is officially ranked by Times Higher Education in the top 200 universities worldwide under 50 years old (2023 Young University Rankings).

Our professional services teams are the backbone of UWS, providing robust and innovative solutions to support the vast range of work across learning and teaching, and research and innovation. You will join a supportive and dedicated team, playing a key role in a range of work that will help drive forward our ambition to deliver world-leading research, and graduates who will design, shape and build a new future.

We offer our staff a caring and supportive environment, across five campuses, and a competitive benefits package which includes:

• 24 days of annual leave, plus a further 12 days for public/university holidays
• An additional days leave on your birthday
• 19.3% employer’s pension contribution, including death in service benefits on joining the pension scheme
• A flexible approach to working pattern and work-life balance
• Employee discount scheme across 3,500 retailers
• Fitness facilities across our campuses
• Free gym membership
• Access to a range of health and wellbeing resources, including occupational health, physiotherapy and access to our Employee Assistance Programme
• Professional, career and research development opportunities.

Closing Date: Sunday 11th February 2024

Interview Date: Thursday 22nd February 2024 in-person, Paisley campus

The University reserves the right to shorten/extend the closing date of any position where a high/low volume of suitable applications are received.Therefore, if you are interested in this role, an early application would be encouraged.

UWS is committed to equality and diversity and welcomes applications from underrepresented groups.

UWS is a "Disability Confident" employer.

University of the West of Scotland is a registered Scottish charity, no. SC002520.