JOB DESCRIPTION. UniHelpdesk Manager (title subject to review) School /Service: Library & Student Support

Transcription

1 JOB DESCRIPTION Job Title: UniHelpdesk Manager (title subject to review) School /Service: Library & Student Support Ref: LIB763 Campus: Hendon Grade: Grade 7 Salary Range: 36,794-42,266 per annum Period: Permanent Reporting to: UniHelp Manager (title subject to consultation) Reports to Job Holder: UniHelpdesk Advisors (title subject to consultation) Library & Student Support (LSS) provides a wide range of support services to students including Library & IT Support, Student Information & Advice, Wellbeing Services, Learner Development, Presessional Programmes and the Museum of Domestic Architecture. The Student Information & Advice service integrates a number of customer support strands including: UniHelp Desk - This is the student helpdesk, which brings together all face-to-face support for general student enquiries in one location at the Hendon campus. The UniHelp Desk is also the central place for handing in coursework. Helpdesk Advisors can provide information and support on all aspects of life at the University and take ownership for resolving student queries. This team also provides support to international students with queries related to settling into and making the most of life in the UK including specific support for Presessional programmes Student Advice The team provide a professional advice and guidance service to students seeking support with issues relating to student finance and budgeting, debt management, legal rights and personal welfare and well-being to enable them to make a smooth transition into higher education and encourage academic progress and student retention International Student Advice (Immigration) This team provides information and advice on visa and immigration policies and procedures to international students wishing to continue their study at the University and provides workshops on the Tier 4 application process

2 Overall Purpose: The post-holder will actively manage the continuous improvement of service delivery in a student focused, front line customer service centre and/or the University s main reception and switchboard functions and will provide effective line management of the front line advisor team. The role will include the scheduling, monitoring, coaching and performance management of service delivery ensuring a student-focused, high quality, efficient, data-led environment, and committed to continuous improvement and review. The purpose of the role is to ensure the provision of a welcoming, friendly, positive, supportive and knowledgeable service to all students and a relevant, accountable and value for money service to the Faculties and Services. Principal Duties: 1. Effectively line manage the UniHelpdesk Advisor team and/or the main reception Switch Board team, ensuring compliance with the University s people policies 2. Effectively manage the performance and development of the Advisor/Operator team by regularly setting and reviewing SMART objectives to ensure the best possible service for students 3. Regularly review service performance against service objectives and KPI s and to drive a model of continuous improvement towards achieving these service objectives and KPIs. 4. Maintain and engage with the visual management tools on a daily, weekly monthly and quarterly basis 5. Produce data-led monthly performance reports detailing UniHelpdesk performance against objectives and accountably demonstrate the value delivered. This to include successes, lessons learnt expected challenges etc. on a monthly and quarterly basis to provide relevant information to stakeholders including Faculties 6. Schedule, monitor, plan and review the level of demand against the resources available, and actively promote resource-flexing, ensuring service objectives and KPIs are met efficiently 7. Take responsibility for the complete resolution of escalated complex student problems and enquiries, in line with current procedures and using own initiative. Ensuring exceptionally complex cases are escalated into University processes and frameworks 8. Ensure that Helpdesk/Operator staff are trained in relevant systems and services 9. Ensure the Service provision is compliant with relevant legislation 10. Carry out daily reporting and analysis associated with maintaining and improving the effective operation of the Helpdesk 11. Collate and act on customer feedback, ensuring the voice of the student is central to shaping service delivery. Work closely with other LSS departments on feedback and communication plans for the service. Report findings / analysis to the Helpdesk Manager to inform decision-making and service development 12. Formally liaise with colleagues both internal and external to the Directorate in the provision of information and ideas and in order to improve the student experience by measurably demonstrating the impact of changes

3 13. Chair Planning Group Meetings with second level services with a view to a seamless continuous improvement 14. Be accountable to the Helpdesk Manager for ensuring the LEAN methodology tools and delivery framework are maintained and relevant 15. Liaise with the LSS Communications team to display notices and publicity material to enhance communication with students 16. Attend, contribute, present and Chair meetings, team briefings, projects groups and committees as appropriate 17. Assist in the supervision and management of major student events such as open days, induction, enrolment, programme registration, and exam invigilation Other responsibilities To undertake any other duties and specific projects as may reasonably be required by the Helpdesk Manager or Head of Student Support & Wellbeing & Deputy Director

4 PERSON SPECIFICATION Job Title: UniHelpdesk Manager (title subject to review) Campus: Hendon Grade: 7 Key Skills and Behaviour Essential: 1. Excellent customer service skills and experience with a strong commitment to leading, shaping and improving a user-focussed, professional service 2. Experience of effective line management consistently in line with HR policy and procedure 3. Experience of using and analysing data from multiple sources to inform effective decision making 4. Effectively able to supervise, motivate, monitor and inspire a team 5. Excellent communication skills, listening as well as written and excellent spoken English 6. Ability to deal sensitively with enquires from a diverse range of individuals, (including staff and students) and de-escalate and manage potentially difficult or conflict situations calmly and with confidence 7. Operate as a team player with a flexible positive attitude who works well with others and is able to create useful networks 8. Act as an advocate and point of contact for the UniHelp service and actively establish and maintain formalised links with Services and Faculties to ensure the needs of these key stakeholders are fully met 9. A demonstrable understanding of equality, diversity and professional conduct and their practical application within a customer support environment, balancing that with the need to tailor services to meet individual needs 10. Ability to work autonomously on own initiative to resolve a range of problems and experience of prioritising and operating to tight deadlines whilst under pressure 11. Experience and confidence with a range of IT applications including MS Office, and a willingness to develop expertise in the use of technology and other appropriate software 12. Lead by example by authentically demonstrating an approachable, collaborative attitude and openness to change 13. Demonstrable commitment to personal development and a willingness to continue to develop in line with the future direction of the role and service 14. Ability to foster a culture of flexible team working and shared accountable decision making 15. Practical understanding and applied experience of LEAN methodology and continuous improvement in a service setting 16. Demonstrable understanding of the importance of aligning operations with the strategic values, mission and vision of an organisation

5 Desirable: 1. Excellent customer service skills and experience with a strong commitment to delivering a user-focussed, professional service within a Higher Education environment (HE) 2. Educated to A-Level standard or equivalent 3. A business / management / customer service qualification 4. Knowledge of the lifecycle of a student in HE 5. Overview of the broad range of issues facing an HE student 6. Experience of, or willingness to train in safeguarding responsibilities and support for students Hours: Leave: Flexibility: 35.5 hours per week for 52 weeks per annum; actual daily hours by arrangement. Flexible working involving weekend or evening work will be required 30 days annual leave plus seven extra University days and all Bank Holidays, which may need to be taken as time off in lieu. Please note that given the need for flexibility in order to meet the changing requirements, the duties / location of this post and the role of the post-holder may be changed after consultation. This post is exempt from the Rehabilitation of Offenders Act 1974 and requires a Disclosure and Barring Service certificate. You are therefore required to disclose details of any criminal record. ALL criminal convictions, cautions, reprimands or final warnings, even if they would otherwise be regarded as spent under this Act must be disclosed, as well as any other information that may have a bearing on your suitability for the post, including pending prosecutions. No Parking at Hendon campus: There are no parking facilities for new staff joining our Hendon campus, except for Blue Badge holders. Information on public transport to Hendon can be found here: We offer an interest-free season ticket loan, interest-free motorbike loan, and bicycle and motorbike parking and changing facilities. The post-holder should actively follow Middlesex University policies and procedures and maintain an awareness and observation of Fire and Health & Safety Regulations Middlesex University is working towards equality of opportunity. Flexible working applications (including part-time working) will be considered. If you wish to apply for this post please complete an application form found here: What Happens Next? If you wish to discuss the job in further detail please contact Alex Sharp on a.sharp@mdx.ac.uk

6 If selected for interview, you will hear directly from someone in the School / Service / Campus, usually within 3 weeks of the closing date. If you do not hear from us you may assume that your application was unsuccessful.