Student Service Centre Admin Assistant

at  Heriot Watt University

EDUCATION, QUALIFICATIONS & EXPERIENCE:

Essential

• Literacy and numeracy skills equivalent to SCQF Level 5 or similar or equivalent experience
• Experience of working within a similar environment as outlined above
• Competent in the use of relevant IT packages
• Well-developed interpersonal skills
• Demonstrable professional and proactive approach
• Demonstrable ability to work quickly, flexibly and accurately in a dynamic, changing and pressured environment
• Demonstrable provision of excellent customer service

Desirable

• Educated to SCQF Level 6 or equivalent qualification
• Working in an administrative role in higher education

Knowledge of Banner Student Records system
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HERIOT-WATT UNIVERSITY VALUES

With a history dating back to 1821, Heriot-Watt University has established a reputation for world-class teaching and professionally relevant, leading-edge research, which has made it one of the top UK universities for business and industry.
We are a vibrant, forward-looking university, well known for the quality of our degrees with employers actively seeking out our graduates. Heriot-Watt is also Scotland’s international university with an unsurpassed international in-country presence. We deliver degree programmes to circa 30,000 students in 143 countries around the world, have a further overseas campus in Dubai and boast the largest international student cohort in Scotland.
At Heriot-Watt we’ve created an environment that nurtures innovation and leadership - where our researchers, staff and students can realise their potential and develop their ambitions.
We are proud of our collegiate atmosphere and integrated teaching and research approach which has helped to build a community of committed academics and highly motivated students. Our focus on careers delivers results and we’ve an excellent reputation for graduate employability.
In addition to the Edinburgh campus, we currently have campuses in the Scottish Borders, Orkney, Dubai and Malaysia. For all of our campuses we aim to provide stimulating, supportive environments conducive to effective learning and research, where staff and students can excel. At Heriot-Watt, we have an established set of values that help us to nurture innovation and leadership, and show our commitment to continuous improvement and development in all our activities.
Our values describe our deeply held beliefs and our community spirit. They characterise not only how we are as a higher education institution but also frame how we want to be.

Our values are:

• Belong
• Collaborate
• Inspire
• Celebrate

As learning, living and working institution, we use our values as the building blocks of how we go about doing our work and how we each conduct ourselves as members of Heriot-Watt University. They represent what binds us together as a University community and help us to become the best at what we do.
For full details on our University, please view our website https://www.hw.ac.uk/about.htm

PURPOSE OF ROLE

The post is an administrative and student support role within the Student Service Centre (SSC).
The specific role of the postholder is to provide a helpful, professional and co-ordinated approach in support of, and advice to, students, specialists within the Service, academic and administrative staff across the University and external contacts.
This position requires strong attention to detail and effective communication. The Student Service Centre Admin Assistant assists in general enquiries, explains University rules, policies and procedure, and performs administrative duties, such as composing replies, preparing reports, and processing requests for letters, transcripts and attestation.
The post holder will work as part of the Student Service Centre and Student Records teams under the direction of the Head of Registry and Student Services.

SUMMARY OF KEY DUTIES AND RESPONSIBILITIES:

The postholder will carry out defined tasks as a member of the SSC team and assist with, and support all major activities organised by the Service and provide a high level of student-facing support services including:

• Provide professional customer service in all interactions.
• Act as first point of contact for students visiting/contacting the SSC and manage enquiries or refer on to appropriate colleagues
• Provide information about the full range of services relevant to students, including enrolment, exams, ID cards, transcripts and certification letters, graduation applications and all other general enquiries.
• Assist with University enquiry management systems including support for the SSC webmail, Student Services helpline and askMyHW (SID)
• Provide support for Graduations
• Provide support for updates to the Student Records System (SAS), maintaining quality of the data
• Develop own knowledge and experience to become a customer service expert and ensure best practice is maintained
• Fulfill requests for transcripts, letters, attestation, and other academic services.
• Process the submission of documents and service requests from students, such as completed University forms and assignments/courseworks. Ensure each submission is correctly recorded and directed to the relevant recipient/staff.
• Maintain clean and orderly Student Service Centre areas.
• Help with planning, preparing and implementing various Registry and Student Support events, such as induction, enrolment and graduation.
• Maintain confidentiality of University and student records.
• Other duties as assigned to support the mandate and goals of the Registry and Academic Support Directorate.

Please note that this job description is not exhaustive, and the role holder may be required to undertake other relevant duties commensurate with the grading of the post. Activities may be subject to amendment over time as the role develops and/or priorities and requirements evolve.