ABOUT US. Working hours: 35 Hours per week. We will consider requests for flexible working.

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1 APPLICANT PACK

2 ABOUT US Job title: Student Services Team Leader Salary: 25,684 Duration of contract: Permanent Working hours: 35 Hours per week. We will consider requests for flexible working. Location: Richmond Building, 105 Queens Road, Bristol. BS8 1LN Responsible to: Student Opportunities Manager Responsible for: x3 Student Services Administrators, Student Staff Summary of the job We re looking for someone to lead our Student Services Team to create an outstanding customer experience. You will have an eye for developing processes, a track record of delivering high quality services and an understanding of what outstanding customer service looks like. You will always have student interests at the forefront of your thinking and will look to engage a range of student and staff stakeholders in your work. You will be keen to innovate, to motivate your team and to work across teams to deliver projects and services that result in high student satisfaction. A bit about us Part business, part charity, part membership body Bristol SU is a seriously fun place to work. Our professional staff do something extraordinary every day: we support student leaders to give people a voice in their education, help people get the most out of their student experience and help people make the change they want in the world. We have over 22,000 members, 300 clubs and societies, a huge range of professional services, and a bold strategy to inspire pride in the Union. Bristol SU is recognised through numerous accreditations and awards including Investors in People, Investors in Diversity, the Workplace Wellbeing Charter and more. No wonder 94% of our employees* would recommend us as a good place work. *As anonymously voted by our staff in the staff engagement survey

3 Our vision: The best student life Students drive and are at the heart of everything we do. We are the collective voice of University of Bristol students We support activities so students can try new things and develop skills We advise, support and empower students to make change We are a vibrant social hub We provide quality services for the benefit of students Our values: Representation, Equality and Diversity, Collaboration, Sustainability & Fun Benefits and Perks Annual Leave & Flexible Working Salaried staff at Bristol SU get 25 days annual leave, plus 8 university closure days, plus 7 bank holidays that s 40 days! We re open to requests for flexible hours & part-time working. Pension Scheme & Enhanced Maternity Pay Bristol SU operates a contributory pension scheme where we will match you contributions up to 6% of your earnings. We provide a competitive maternity/adoption package and offer additional parental leave. Wellbeing We take mental and physical health seriously. Bristol SU offers both the Cycle to Work Scheme and a Childcare Voucher scheme allowing you to get your bike and childcare tax free! What s more, we organise fun activities for staff every month! Learning and Development Bristol SU offer employees the opportunity to access a variety of online & face-to-face training, champions both formal and self-directed learning. Discounts You get a free Totum card entitling you to discounts at various retail outlets. As honorary staff members at the University, you will also have access to a range of other discounts as well a discounted gym membership.

4 JOB DESCRIPTION Purpose of the post Lead the Student Services Team to deliver outstanding customer service through face to face, phone and online channels. Ensure that we deliver high-quality and impactful services for student groups. Main duties and responsibilities Customer Services Lead a team of Student Services Administrators (SSAs) to ensure our reception offers a great experience to all visitors. Lead the team to provide excellent customer service in person, through , and over the phone, setting out our standards and ensuring all staff are trained and motivated to meet them. Lead the team to provide a discreet and considerate first-point of contact for students accessing other SU services (e.g. Just Ask). Ensure the team are supported, trained and equipped to field a range of queries from students and stakeholders. Establish KPIs relating to service efficiency and student satisfaction, monitoring progress and action planning improvements Introduce new technologies that help us deliver a better, more seamless service to students. Enhance our reception environment to ensure it feels welcoming for our student visitors Service Development and Delivery Provide support to projects that will enhance our student services, for example the implementation of an enquiry management system. Monitor and evaluate our services to ensure they meet our targets and provide an excellent user experience. Coordinate the delivery of important transactional services for students and student groups including, but not limited to: o Storage spaces o Vehicle Hire o Finance services for Student Group accounts (held with the SU) o Trip Registration o Minibus Training o Equipment Hire o External Speakers Requests o Regular room bookings o Insurance Policies

5 Ensure our services are provided quickly and with accuracy, identifying opportunities where these can be improved, involving students wherever possible. Put together robust actions plans to develop and improve our services, projectmanaging the implementation of new services, or changes where multiple stakeholders need to be involved. Oversee the production of student-facing guidance for accessing and navigating our services. Work with our Development Team to ensure that student leaders understand the services available, and how they can access them, using relevant communication channels (e.g. , social media, pop-up desks). Work with other teams at Bristol SU (e.g. Events, Marketing) as well as external and university partners (e.g. Estates, Security Services, S.E.H) to agree and formalise operational aspects of service delivery Student Group Compliance and Governance Ensure robust and effective systems are in place to: o Monitor the finances of student groups ensuring they operate within our charitable objects, intervening where necessary. o Ensure student groups adhere to the law, as well as Bristol SU and University policies. o Ensure student groups are aware of and undertake effective health & safety practices e.g. risk assessments. Outreach and Student Group Events Lead Student Staff to ensure our open events presence accurately represents our organisation and what we offer to students in an engaging way. Coordinate the Student Services team to support and plan student group involvement in the Bristol SU Welcome Fair. Coordinate one-off touch points for our services e.g. Balloon Bikes collection day. Ensure Student Staff are supported, trained and equipped to field a range of queries. Organisational Administrative Support Develop procedures to ensure the Bristol SU-managed areas of the Richmond Building are monitored and are being used appropriately by our students and student groups. Support the wider organisation in an administrative capacity where appropriate. Lead the administration of some central resources including but not limited to stationery, printing, photocopying. Deliver frontline services for other teams were appropriate e.g. DBS checking for volunteers. Leadership and management To provide support to direct reports through objective setting, regular meetings, annual and mid-term performance reviews. To demonstrate leadership, modelling the behaviours with our competency framework, internal policies, recruitment and performance management best practices. Other Undertake such other tasks as may be necessary in order to achieve the vision, mission and values of Bristol SU. Comply with all Bristol SU Health and Safety guidelines. Take personal responsibility for Health and Safety of yourself and those around you.

6 The nature of the post will, at times, require additional commitment over and above normal office hours. Payment for these hours is incorporated in the salary offered. This job description does not form part of a contract of employment. Diversity and Inclusion We re committed to equality of opportunity for all. We welcome applications from individuals regardless of their race, ethnicity, sexual orientation, religion, age, gender, or disability status. We want to support diverse and inclusive work environments and are actively looking for people who share our values.

7 ABOUT YOU Person Specification Essential Desirable Tested at interview Tested at application QUALIFICATIONS A high standard of English and Maths EPERIENCE Experience delivering services and/or managing projects Experience of producing reports and working with data Experience of managing, leading and developing a team Experience working in a customer facing environment, and handling complex queries Champion for equality, diversity and inclusion and understanding of how this is relevant in a Students Union setting KNOWLEDGE

8 ABOUT YOU SKILLS AND ABILITIES Essential Desirable Tested at interview Tested at application Able to work effectively in a fast-paced, changing environment Able to identify opportunities for innovation, problem solve, and develop solutions Effective time management and prioritisation of tasks Able to work collaboratively with others Able to communicate effectively through a range of channels Able to build strong relationships and networks with stakeholders Able to delegate effectively Able to inspire enthusiasm and innovation in others. PERSONAL ATTRIBUTES Interest in customer service, and service delivery Demonstrates a positive attitude, professionalism, passion and energy Demonstrates integrity, fairness and consistency in all working practices Motivated and commitment to continuous improvement Evidence of commitment to Bristol SU values

9 Candidate guidelines To apply, you will need to complete our online application form. This will include uploading a CV and detailed cover letter. Your cover letter should be around one to two pages of A4 in length and should detail how you meet the criteria required for the job - this information is available in the job description for the role. You don t have to have work experience to have skills or knowledge! Use examples from outside of work too. We will contact all candidates to let them know the outcome of their application. This could take a few weeks so please bear with us. All applicants must be either EU nationals or hold a current permit that will entitle them to work in the UK you must provide proof of this right to work before starting a job. Applications received after the closing date stated in the advert will not be considered. How to contact us? Our address University of Bristol Students' Union (Bristol SU), Richmond Building, 105 Queens Road, Bristol. BS8 1LN Charity # Company # Informal enquiries to: jemma.harford@bristol.ac.uk Job application timeline Application closing date: 9am Friday 29 th March Interview date: Friday 5 th April