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Student Support and Customer Service

• Act as a first point of contact for student enquiries received in person, by telephone, email, Telegram, and other communication channels.
• Provide information and guidance regarding university policies, procedures, regulations, and services.
• Assist students with administrative requests and documentation.
• Refer students to appropriate university departments and specialist support services where required.
• Support students with general queries relating to enrolment, timetables, attendance, assessments, examinations, and student life.
• Maintain a welcoming, supportive, and professional environment for all students.

Student Services Administration

• Provide comprehensive administrative support to the Student Services Department.
• Maintain accurate and confidential student records and documentation.
• Support student enrolment, registration, re-registration, transfers, suspensions, withdrawals, and progression processes.
• Assist with attendance monitoring and student engagement tracking.
• Prepare correspondence, reports, letters, and other administrative documentation as required.
• Support departmental filing systems and record management processes.

Academic CRM and Student Records Management

• Support the administration and maintenance of the University's student information and CRM systems, including Classe365 and other student management platforms.
• Ensure student records are accurate, complete, and up to date at all times.
• Monitor data quality and identify errors, omissions, and inconsistencies for correction.
• Support the management of student enrolment, progression, attendance, academic status, and personal information records.
• Maintain student communication records and ensure all interactions are accurately recorded.
• Produce routine reports and data extracts for Student Services, Academic Departments, and Senior Management.
• Support the implementation and continuous improvement of student administration systems and processes.
• Ensure compliance with data protection regulations and university policies relating to student data.

Assessment and Examination Administration

• Provide administrative support for the planning, organisation, and delivery of examinations and assessments.
• Assist with the preparation of examination timetables, room allocations, and examination schedules.
• Coordinate examination logistics and ensure examination materials are prepared and distributed appropriately.
• Support examination invigilation arrangements and operational requirements.
• Assist with the administration of coursework submissions and examination attendance records.
• Support students with examination-related enquiries.
• Assist with the preparation of documentation required for Assessment Boards and examination processes.
• Maintain accurate examination records and ensure compliance with university regulations.
• Provide administrative support during examination periods to ensure the smooth running of assessments.

Student Engagement and Events

• Assist with the planning, organisation, and delivery of student-facing events including:
  • Student Induction
  • Graduation Ceremonies
  • Careers Events
  • Student Engagement Activities
  • Welcome Events
  • Workshops and Seminars
  • Open Days
• Support student clubs, societies, and engagement initiatives.
• Assist with communications and promotional activities relating to student events.

International Student Support

• Provide administrative support to international students throughout their studies.
• Assist with visa-related processes and documentation where appropriate.
• Support onboarding and orientation activities for new international students.
• Assist international students with university documentation requests.

Student Wellbeing Support

• Support the administration of student wellbeing and welfare referrals.
• Maintain records relating to student support cases in accordance with confidentiality requirements.
• Assist in coordinating appointments and referrals to internal and external support services where appropriate.

General Responsibilities

• Maintain confidentiality and handle sensitive information appropriately.
• Ensure compliance with university policies, procedures, and regulations.
• Participate in training and professional development activities.
• Contribute to continuous improvement initiatives within Student Services.
• Support university-wide activities and events as required.
• Undertake other duties commensurate with the grade and nature of the role as reasonably requested by the Head of Student Services.

Essential Criteria
Qualifications
•    Bachelor's Degree or equivalent qualification.
Experience
•    Experience in an administrative, customer service, student services, or office support role.
•    Experience managing records and administrative processes.
•    Experience working with databases, CRM systems, or student information systems.
•    Experience providing excellent customer service.
Skills and Knowledge
•    Excellent organisational and administrative skills.
•    Strong attention to detail and accuracy.
•    Excellent verbal and written communication skills.
•    Strong interpersonal and relationship-building skills.
•    Ability to prioritise workloads and manage multiple tasks effectively.
•    Good IT skills, including Microsoft Office applications.
•    Ability to handle confidential information appropriately.
•    Ability to work independently and as part of a team.

Desirable Criteria

• Experience working within Higher Education.

• Experience using student records systems.

• Experience supporting examinations and assessment administration.

• Experience organising events and student activities.

Experience supporting international students.