Student Representative Liaison Officer - Job Specification
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Student Representative
Liaison Officer
Job Specification
JOB DESCRIPTION
Employment status: Permanent, full time
Hours: Full time hours at UCEM are 35 per week, Monday to Friday 9.00 a.m. to 5.00 p.m.
Location: Horizons, 60 Queen’s Road, Reading, RG1 4BS
Department: Student Experience
Manager: Student Engagement Manager
Liaises with: Students, Student Outreach Manager, Learning and Teaching Team, Academic
Registry. This role revolves around communication and coordination with other
teams and groups.
Summary of the role
This is a new position in the recently formed Student Engagement Team. You will join a dynamic, passionate
and supportive work environment, working with a range of people who are all dedicated to the support and
success of our online students from around the world. Whilst working hard, there is much for you to enjoy
with a range of social events and other benefits.
For this role you will have demonstrable experience of enabling customer success; representing customer
views; have excellent organisational skills; strong IT skills and be comfortable learning new technology.
The role involves assisting students in their day to day activities in support of their studies and
administration, activities such as semester start, assignment submission and results release. You will work
within a team of Student Guidance Officers; your team will be responsible for the day to day interaction with
our students. In addition to answering student queries you will lead in the support of our Student
Representatives. UCEM aspires to develop its provision of student representation which currently consists of
16 students. The role involves communicating with the representatives, arranging meetings, distributing
information to them and gathering their feedback.
Working closely with the other teams across the institution, you will have responsibility for ensuring that
students are provided with high quality, timely, accurate and appropriate advice. Previous experience in a
Higher/Further Education setting would be an advantage.
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Continuation Sheet
Duties and responsibilities
• The first point of contact for students at UCEM providing a vital service which will heavily influence the
level of satisfaction for students.
• Support UCEM students through their student journey by answering enquiries, ensuring that a suitable
resolution is found in a timely manner.
• Answer the phone to students who need assistance in a supportive and friendly manner.
• Escalate relevant issues to your line manager and provide you assessment of the situation and what is
needed to help the student involved.
• Use communication tools such as Student Information Desk (SID), SID live chat and Unitu to engage
with students and student representatives.
• Liaise with student representatives to establish what is going well, what needs to be improved and how
we can improve it.
• Utilise technology to communicate effectively with our student population.
• Deliver a service which will enhance UCEM’s National Student Survey (NSS), Student Engagement
Survey (SES – our internal student survey) & the Education and Skills Funding Agency (ESFA) survey
results.
• Integrity to be open and honest with both staff and students and contribute to a collective team ethos.
• Review student feedback collected informally or via student surveys on a regular basis and form an
action plan to address student concerns or complaints.
• Identify and support students who are not engaging or succeeding with their studies.
Line management responsibilities
None
Financial accountabilities
None
PERSON SPECIFICATION
A = Application/CV I = Interview T = Test
Qualifications and training
Essential How tested Desirable How tested
Strong literacy and numeracy Further or higher education
skills; you must have GCSE qualification(s)
A A
English and Maths (or equivalent)
at minimum Grade C
Customer service and/or
A
telephone skills training
Previous experience
Essential How tested Desirable How tested
Office and administration work, Experience within Further or
relating to providing customer AI Higher Education sector A
service
Using a database as part of your
AI
job role
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Continuation Sheet
Skills, knowledge and aptitudes
Essential How tested Desirable How tested
Strong communication and Knowledge of SITS or similar
listening skills, with a focus and student or customer records
I AI
commitment to providing excellent database
customer service
Confident in identifying patterns in Knowledge of current legislation
customer issues and escalating to AI relating to data protection A
the appropriate level
Time management and Knowledge of current legislation
I I
organisation skills relating to higher/further education
Excellent verbal and written Regular user of social media and
communication skills AI other communication apps (e.g. I
podcasts, blogs)
Ability to use own initiative to
I
undertake and progress work
Positive, enthusiastic attitude I
Strong IT ability, including the
IT
adoption of new technologies
Passion for continuous
I
improvement
Very good attention to detail AI
Other or special requirements
Essential How tested Desirable How tested
Commitment to a career in Car owner and driver with valid
AI I
Student/Customer Support licence
Willingness to undertake
professional certification & training AI
in Student Support
VALUES – we expect all new employees to demonstrate our values at work
We will test these as part of the interview process
Passion – we care
• We want each and every one of our students to succeed
• We do the right thing by our students and customers; that means we do whatever we can to
ensure that no student falls behind in their studies, and that no customer is unhappy with the
service they receive
Integrity – fairness first
• We model integrity in everything we do
• We never compromise on honesty or trustworthiness
• We adhere closely to laws and compliance standards
• We do what we say we will do, and fulfil our promises to staff
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Continuation Sheet
Excellence – we aim high
• High standards drive everything we do
• We deliver excellence, strive for continuous improvement and respond dynamically to change
• Each one of us is personally responsible and accountable for the quality of whatever we do
• We listen to our students and understand their expectations
• We strive to exceed expectations in quality and delivery
Support – we support and respect each other
• At UCEM each member of staff does everything they can to help other staff and students to
achieve their goals
• We respect others and their opinions, we are open to ideas, we trust each other
• We promote a supportive working environment across UCEM that extends to our students
• We value and reward each individual’s skills, working towards common goals with shared
objectives and through collaborative practice
SAFEGUARDING AND PREVENT
Please note any appointment to this post is conditional upon and subject to an enhanced certificate
(criminal record check) issued by the Disclosure and Barring Service (DBS), which will also include a
check of the DBS Barred Lists.
If you are appointed to this post you will also be required, as part of your induction training, to
undertake training relating to safeguarding and Prevent. This training will be both face-to-face and
online. Any prior training in these areas is helpful, however it will not make you exempt from
undertaking training with us.
BENEFITS
• Salary range £21,500 to £22,500 per annum.
• 24 days paid holiday (rising with service to 27) plus paid bank / public holidays and up to 5 paid closure
days; all per holiday year Full Time Equivalent. Holiday buy/sell available.
• Salary exchange pension scheme (auto-enrolment to the People’s Pension). You will automatically be
opted-in to salary exchange (the term we use for salary sacrifice). You may opt-out.
• Life assurance provision.
• Horizons: There are limited parking spaces but you may ask to join the Waiting List.
• Employee Assistance Programme.
• Cycle to Work salary sacrifice scheme and access to Tax-Free Childcare (Government scheme).
• Voluntary Healthcare Scheme.
• Charity giving.
• Access to IT and retail discounts.
On the jobs page of our website you will find the full list of employee benefits at UCEM
APPLICATION PROCESS
Preferably by email to recruitment@ucem.ac.uk
Please send the following documents:
1) Your up-to-date CV;
2) A covering letter outlining your suitability for the role with your salary details; and
3) A completed Recruitment Check Form, available from the jobs section of our website at
www.ucem.ac.uk
Internal applicants are advised to inform their line manager of their application.
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Continuation Sheet
Informal discussion
For an informal discussion about the role please contact Mark Thomson on 0118 4672167 or email
m.thomson@ucem.ac.uk.
For any other enquiries please contact HR on 0118 467 2243 / 7051 or email recruitment@ucem.ac.uk
NO AGENCIES – WE DO NOT USE AGENCIES NOR CAN WE ACCEPT CV SUBMISSIONS
Closing date
Wednesday 13 March 2019 at 10.00 a.m.
Please note, applications may be reviewed as and when they are received, so you may be invited to
interview ahead of the closing date.
Interview date
Dates for interview will be advised to you later in this process.
Please be prepared that there may be a two-stage interview process, held on different dates. As part of any
interview process with UCEM, you will meet with a member of the Senior Leadership Team; subject to
availability this may be a telephone interview.
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