20% Assist with customer complaints, trying to resolve where appropriate, and escalate to Supervisor for discussion or advice. 10% Undertake a variety of routine activities, administration processes and project work, developing and maintaining written procedures and standards within the team. 10% Engage in partnership working with all internal departments on all campuses to ensure the highest possible standard of service. 5% Make accurate and effective use of computerised office systems to create and revise documents, recording all customer interactions and producing routine reports. 5% Any other duties as allocated by the Line Manager following consultation with the post holder. 10% Internal and external relationships Internal: Student body Student Services Professional Services colleagues Faculties External: The University of Southampton Students’ Union HEI Institutions National governing / Professional bodies Landlords Suppliers and contractors Members of the public / community PERSON SPECIFICATION Criteria Essential Desirable How to be assessed Qualifications, knowledge and experience Educated to GCSE level or equivalent and relevant demonstrable experience Experience of working in a high volume, multi- functional service environment Ability to simultaneously use multiple computer software packages and databases in addition to Microsoft Word, Excel, Access and Outlook High degree of computer literacy and excellent keyboard skills General knowledge of Higher Education Environment Previous experience of working in a support environment Application Interview Application/ Interview Application/ Interview Planning and organising Ability to initiate, plan and organise own programmes of work working to deadlines and agreed standards Application/ Interview
Able to plan and coordinate departmental and external events delivery Resourcefulness and flexibility in ensuring workloads are delivered within deadlines and to agreed standards Interview Application Problem solving and initiative Application/ Interview Application/ Interview Interview Management and teamwork Ability to work effectively in a team environment and undertake partnership working with peers and stakeholders Demonstrate experience in joint project work with peers and stakeholders Interview Interview Communicating and influencing Good interpersonal skills, demonstrated across a range of customers with varying requirements Proven written and verbal communication skills, comfortable using a variety of communication technologies Able to prepare and present routine written and verbal information to students and staff, including in group environments Enthusiastic, positive outlook with a proven ability to respond effectively in a pressurised environment to colleagues, students and other stakeholders Application/ Interview Application/ Interview Interview Interview Other skills and behaviours Special requirements Enhanced CRB Disclosure Willingness to be rotated to other areas of Student Services as needed, and to broaden depth & knowledge. Driving license and use of car for business purposes may be advantageous for travelling between work locations during shifts should the need arise Interview