GBP 8186 Education Support Assistant

Duties And Responsibilities

• Act as a first point of contact for internal and external enquirers, including face-to-face, telephone and online enquiries, maintaining the highest standards of customer service. Responding to, triaging, or resolving enquiries appropriately.
• Effectively manage and prioritise incoming enquiries, ensuring that service level expectations are maintained.
• Accurately process and input data and maintain records relevant to the role, such as maintaining student data in the Student Record system, including entering student marks and managing module enrolments and changes.
• Provide effective administrative support for programme delivery, such as processing examination scripts, setting up assessment records and releasing student marks and feedback.
• Support the processing of student requests for mitigation, including signposting to support services, updating assessment records and responding to students, within service level expectations.
• Maintain and enhance the student experience across the student lifecycle where appropriate to the role, and in support of Directorate objectives. Suggest improvements and be responsible for their implementation where directed.
• Use systems and software effectively and efficiently, adhering to any relevant compliance and undertaking training as offered and required.
• Ensure processes, procedures and codes of practice are adhered to and best practice is followed and shared where relevant.
• Maintain a central information point for Education Services; collating and updating relevant information through a variety of media, including website maintenance where required.
• Maintain a working knowledge of Education Support processes and policies, including for assessment, mitigation, module and programme enrolments and progression and award, being able to signpost these to others and provide support to staff and students as required.
• Accountability/ responsibility for discrete areas of work, as delegated by your line manager or other senior stakeholders.

All Role Holders At Grade C Are Expected To

• Work under direction within a team, and collaboratively within and across teams within the Directorate.
• Liaise with internal and external stakeholders as required, building and developing effective communications and working relationships.
• 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.

This job description summarises the main duties and accountabilities of the post and is not comprehensive: the post-holder may be required to undertake other duties of similar level and responsibility.

Training and Development - What Skills and Experience will this Opportunity Provide?

Specific skills that can be developed or built upon

• This role will enable the post holder to develop administrative experience, using a number of complex databases and systems, as well as experience of delivering excellent customer services to our students, contributing to the student experience at Exeter. The post holder will develop their team working, prioritisation and IT skills as well as gaining experience of working in a dynamic and fast-paced team.

Any potential for progression for the right candidate

• Though a fixed-term role, Education Services is a fast-paced and dynamic team which has the potential to lead to many other roles within the institution, as the role gives an excellent grounding in Education Support activities. There are regular opportunities to apply for more senior roles within the service.

How this experience can help the intern/graduate with their future career

• the post holder will gain experience of higher education administrative systems and processes, as well as key transferable skills, such as customer services and administration.

Training and Development

You will be asked to complete the university’s mandatory online training in:

• Safeguarding on our Campuses
• Diversity in the Workplace
• Health and Safety Introduction
• Information Governance and Security

Support Available

The university offers extensive support to staff, including a structured Professional Development Review and Wellbeing Service plus 1:1 support from the Internships Team.

The Benefits

• Flexible/hybrid working
• Generous pension
• A holiday allowance of 39 days per year
• Totum Card (student discount)
• Salary Exchange Schemes such as the Cycle to Work Scheme
• Discounted membership to the university's sports facilities including cricket centre, indoor/outdoor pools, squash courts and fitness centre’s.
• The university offers extensive support to staff, including a structured Professional Development Review and Wellbeing Service plus 1:1 support from the Internships Team.
• All Graduates are offered a ‘how to make the most of your internship’ guide.
• You will have access to the university’s Career Mentor Scheme and career consultancy opportunities.
• You will have access to the university’s extensive suite of online training which includes Excel, presentation skills, and negotiation skills.
• You will be invited to quarterly networking and professional development events through ‘The Graduate Network’.

About You (Person Specification)

Degree and Attainment

• Graduate from a UK University in the last 3 years

Skills

• Excellent customer service skills
• 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 and experience of maintaining and using a database for retrieval of information.
• Ability to communicate effectively with precision and accuracy in person, in writing and email, and by telephone with a diverse range of people.
• Excellent IT skills including proficiency in MS Office (especially, Excel, Word and PowerPoint) and web-based programmes.

Personal Qualities and Attributes

• Strong desire to build a career in administration and customer services.
• Ability to be flexible and deal with frequent interruptions whilst maintaining focus and accuracy.
• Ability to present a professional image of the University of Exeter at all times.
• A keen interest in building skills, experience and a career in administration and customer services.
• Confidence and ability to work independently with appropriate supervision.
• Ability to be flexible and adaptive to changes in task allocation and areas of responsibility
• Self-motivated with a willingness to learn and actively seek training and development.
• Ability to remain calm under pressure and demonstrate resilience in the workplace.
• Ability to show empathy and sensitivity for customers and a desire to seek the best possible outcome for them.
• Willingness to work outside normal working hours when required by business need (paid as overtime with prior arrangement).

Prior Experience

• Experience of delivering excellent customer service and managing difficult