Student Support Officer

Location: Burnley Campus

Hours: 29.00 hours per week

Interview date: To be confirmed

Contract type: Indefinite

The University of Central Lancashire wishes to recruit a Student Support Officer to join the Student Support team who provide a gateway into Student Services at our Burnley Campus by offering a single point of contact for all student related queries throughout a student’s journey. The post holder will be required to travel to our Preston Campus for initial training and at other times throughout the academic year for team meetings and training and development opportunities.

The successful candidate will focus on supporting students to make the very best of their time at the University by providing a high level, effective customer support service, covering in-person queries, as well as those received via email, over the phone and through online contact forms. In Student Support, our job is to take ownership of student queries, providing timely solutions and consistent advice, giving our students the opportunity to focus on their studies and make positive memories that will last a lifetime. We’re dedicated to providing our students with the guidance and support they need to make the most of their time at the University. Our team aim to answer every query but if it’s something that requires more specialist help, we’ll work with the most appropriate teams to ensure a timely resolution for the student.

The post holder will also be required to work alongside other Student Support Officers specialising in an area of support i.e., operational, international, financial or wellbeing student support. Duties will include engaging with our customers and applying listening and questioning skills to identify their needs and requirements. You will be required to work independently to resolve and understand more complex queries, referring higher level cases to our specialist support teams. Case notes and information must be recorded in a clear and accurate manner using the most appropriate system.

Joining our friendly and welcoming team, we are looking for someone who can demonstrate excellent customer service skills along with outstanding verbal and written communication skills. A proven ability to analyse and solve customer support queries is essential along with being able to effectively plan, prioritise and organise your own workload. You will have a positive approach with eagerness to learn and adaptability to work effectively as part of a team.

The post holder will be expected to promote Student Services and its specialist teams through presentations and drop-in sessions across campus and to support key events and initiatives such as applicant days, open days, and welcome/induction.

The successful candidate will be required to work on a rota basis covering 5 out of every 7 days which will include approximately 12 weekend days in a year and a minimum of one evening per week until 7pm during term time. Applicants need to meet all essential criteria on the person specification to be considered for interview.

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