Student Success Tutor - CCCU- Greenford

Main Responsibilities

• To maintain a comprehensive and contemporary knowledge of all the support services available at GBS and our partner organisations 
• To guide students in accessing our support services and those of our partner organisations.
• To triage student problems, offering immediate support to resolve issues or referring on as appropriate.
• To understand mitigating circumstances, deferral procedures and other academic regulations in order to be able to advise students accordingly.
• To provide basic academic support to students, both inside and outside of the classroom.
• To refer students to the support service appropriate for their needs, whether it is academic, welfare or career oriented.
• To help students navigate learning resources, both library and e-library resourcing.
• To provide basic IT support, inside and outside the classroom.
• To signpost students to appropriate IT helpdesks.
• To identify and report common academic and IT related issues that might benefit from a pre-emptive solution.
• To monitor student attendance on a session by session basis.
• To ensure that all students who are missing one week of study are contacted, by either an SSA or an academic, and attempts made to re-engage those students.
• To maintain accurate records of student contact.
• To refer all students missing two weeks or more, or with less than 50% attendance, to the Retention Team.
• To work with academic colleagues to contact all students who have not submitted summative assessments and refer to the retention team as appropriate.
• To assist with ensuring communication with students is both timely and effective, employing a range of digital and in person methods.
• To assist with the administration of surveys and the collection of results for analysis by the Planning, Information and Delivery department.
• To assist Registry with induction/enrolment processes as required.

Requirements

• Bachelor’s degree and typically 5 years of administrative experience in a busy environment, ideally in Higher Education. 
• A strongly developed sense of service delivery and customer/student focused approach. 
• Strong interpersonal skills – active listening, excellent written and verbal communication. 
• Strong administrative skills with proficiency in MS Office applications such as Excel, Word, Outlook Mail. 
• Good attention to detail. 
• Ability to work well as part of a team. 
• Ability to work under pressure and to deadlines. 
• The post holder must be flexible, approachable and helpful with a strong customer service ethic. 
• The post holder will use initiative and judgement to resolve matters. 
• Ability to handle sensitive and personal information with tact and confidentiality. 
• Ability to maintain working relationships and appropriate boundaries, typically required when referring students to appropriate support 

OTHER INFORMATION

The candidate will also be expected to demonstrate their commitment:

• to GBS values and regulations, including equal opportunities policy.
• the GBS’s Social, Economic and Environmental responsibilities and minimise environmental impact in the performance of the role and actively contribute to the delivery of GBS’s Environmental Policy.
• to their Health and Safety responsibilities to ensure their contribution to a safe and secure working environment for staff, students, and other visitors to the campus.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Other duties, responsibilities and activities may change or be assigned.

Other Information

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