Student Support Officer (Helpdesk)

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Student Support Officer (Helpdesk)

Faculty of Arts, Computing, Engineering and Sciences (ACES)

Professional Services - Student Services

Permanent

Full time

Salary £25,513 to £31,342 per annum, dependent on experience

Vacancy reference ACE 188/14

Closing date 29 October 2014 at 12 noon

The University

Sheffield Hallam is one of the UK's most progressive and innovative universities. With more than 34,500 students, 4,400 employees and a turnover of more than £247m we are the fourth largest university in the UK.

We pride ourselves on making a difference - to our students, our employees and to the businesses we work with. Our research and business ideas, alongside our sought after graduates, contribute to the economic and social development of both our region and to the UK as a whole.

Our teaching is first-rate and is supported by our world-class applied research. Our students are a diverse group and benefit from a tailored approach that helps them to get the most from their studies. We offer top quality teaching and learning facilities and the ability to learn flexibly in a way that best suits their needs. For example, we are one of the UK's leading universities in e-learning and offer a range of distance learning and part time courses as well as the more traditional full time courses. Our industry partners choose Sheffield Hallam because of our flexible, business led approach and our high quality research, facilities and students. Our partners include Sony, BP, NHS, Network Rail, Cisco, SAP and Microsoft.

Our facilities are state-of-the-art and we have invested heavily in new technology to ensure that our technological capability matches the cutting-edge approach of our teaching. We are recognised as a Centre of Excellence for Teaching and Learning, e-learning and employability.

The University's Strategy for 2014-2020 outlines our priorities. A summary is available at: www.shu.ac.uk/jobs/vacancies/documents/UniversityStrategy2020.pdf

The Faculty of Arts, Computing, Engineering and Sciences

We have created a unique, multi-disciplinary learning environment which fosters synergies between creative arts, applied sciences and engineering. Over 250 academic staff together with professional and technical services staff deliver our innovative courses and cutting-edge research.

We teach around 7,000 students each year, both full time and part time, including over 600

international students. We also have 144 postgraduate research students who are involved in state-of-the-art research programmes.

Page 2 of 9 The Faculty has four academic Departments which offer a wide range of courses that are designed to produce highly employable graduates. We are a leading provider of sandwich courses in the UK and work with more than 250 companies to offer placement opportunities for our students.

We continue to invest in state-of-the-art studios, workshops and lab facilities, aiming to make this one of the best learning facilities in the UK higher education sector.

Professional Services

The academic business of the University is delivered via four faculties based across two campuses.

 Arts, Computing, Engineering and Sciences (ACES)

 Health and Wellbeing (HWB)

 Development and Society (D&S)

 Sheffield Business School (SBS)

Faculty Professional Services provide the administrative and specialist technical support to the teaching and research business of the faculties and also work collaboratively with Professional Services staff in Directorates to deliver high quality, accessible and joined up services for students, staff and external clients.

Faculty Professional Services are primarily made up of three teams, Student Services, Business Support and Technical Services, working together to effectively manage the business priorities of each faculty and the wider organisation.

Location

This post is based at our City Campus which is situated next to Sheffield’s train and coach stations and has easy access to the M1. It is in the heart of the city centre, next to shopping areas, art

galleries, theatres, cinemas bars and cafés and the Winter Gardens. There is plenty to do and see in your lunch break or after work.

Discussion and selection event

For informal enquiries regarding this post please contact Zoe Smith (Student Experience Manager) on:

Telephone 0114 225 3589 Email [email protected]

Proposed selection event

The selection event for this post will comprise of an interview and presentation. You will be expected to prepare 10 minute presentation based on the following title:

"A key priority for the University is to improve the quality of our student experience as measured by student satisfaction. What are the key factors that influence this and how, as a Student Support Officer would you contribute to improving the quality of the student experience?"

Job share

Whereas the University is committed to flexible working and the majority of vacancies are available for job share applicants this role is unlikely to be suitable for work on a job share basis.

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Job description

Job Title Student Support Officer (Helpdesk) Faculty/Dept Faculty

Grade 6

Reports to Student Experience Manager Direct reports Administrators (Helpdesk)

Role Purpose To manage service delivery for Helpdesk to deliver excellent customer services to students, customers and staff.

To make a significant contribution to the development and delivery of Helpdesk services, working closely with other managers and Helpdesk leads.

To line manage a team of staff to ensure the effective delivery of Helpdesk services.

To manage the corporate Assessment Scheduler for the Faculty, contributing to the development of the system and ensuring data is accurate and issues are dealt with.

To provide advice, guidance, information and support to others based on an in-depth knowledge and understanding of their functional area or team.

To develop an in-depth knowledge and understanding of particular processes, including the systems underpinning them, external requirements and internal policies and regulations as appropriate.

Professional Services generic responsibilities for grade 6 staff

 Provide a consistent and professional service which supports the delivery of local business plans.

 Work collaboratively to ensure an integrated approach to the planning, development and delivery of services, including contributing to relevant initiatives within functional area.

 Actively promote change and support new ways of working within University Professional Services including supporting work outside of your own functional area and/or team.

 Provide a professional, visible and proactive service, developing credibility and trust with a range of stakeholders.

 Contribute to the development, delivery and planning of services and functions within your area of responsibility.

 Participate in cross-University groups and projects and undertake inter functional area work to support the development of management information and corporate initiatives.

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 Ensure the appropriate escalation of issues and areas of concern to the relevant manager.

 Manage the implementation of policies and procedures in functional areas, providing advice on these and ensuring their effective communication.

 Demonstrate a commitment to ongoing development of self and others. Role specific responsibilities

 Lead the operational work of Helpdesk services providing a visible and proactive service to support departments on student services matters.

 Receive and review student feedback to inform action plans, service delivery and promote good practice.

 Manage a team of staff delivering Helpdesk and Assignment Management services to the Faculty. Providing front line service to a range of stakeholders including students, staff and external clients.

 Take responsibility for the development, operational management and implementation of Helpdesk processes. This may include:

o Assignment Management

o Enquiry management and associated Customer Relationship Management ensuring that Service Level Agreements are met.

o Managing examination paper receipt and distribution in the Faculty o Tier 4 student registration events and monitoring student engagement.

 Work with stakeholders to ensure effective implementation of assignment management activities. This may include:

o Management of data collection

o Identifying and resolving the bunching of assignment hand-ins that impact on the student experience and service delivery

o Ensuring effective work planning for the team o Resolving system issues with relevant stakeholders

 Work with academics and professional services colleagues across the university to provide services that align with and support University and Faculty priorities for the enhancement of the student experience

 Take responsibility for reviewing and developing services undertaken by the Helpdesk

 Work closely with the relevant Student Administration Officer to deliver a seamless student experience through dovetailing of services provided by Registry Services and Faculty teams.

 Act as the Student Services lead for cross-Faculty priorities and projects, working closely with key stakeholders. This may include:

o Assignment Management o Enquiry management

o Customer Relationship Management

 Lead the operational work of the team to provide a visible and proactive service to support Departments on student services matters. Building up credibility and trusts within the Department, influencing and challenging where appropriate.

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 Motivate, lead and manage all direct line reports and other staff where required, allocating responsibilities, work planning and managing performance. Provide general guidance, coaching and support, developing their skills, knowledge and understanding. Carry out regular appraisals, setting objectives, giving feedback and ensuring that targets are met.

 Assist in setting the standards for the service and ensure they are maintained, identifying and implementing service improvements as appropriate

 Contribute to the development and implementation of efficient professional services, systems and processes.

 Contribute to the development of policies within the functional area or team and support and manage the implementation of frameworks and regulations.

 Take responsibility for monitoring, managing and reviewing service delivery in line with University/corporate and local objectives.

 Provide advice and guidance to stakeholders on policies, regulations, frameworks and procedures.

 Liaise with and develop a network of contacts in the relevant area of work, e.g. working with peers across the University.

 Ensure a consistent approach in delivering services, including quality assurance. General responsibilities

 Deputise for the Student Experience Manager as required.

 The above list is not exhaustive and, as such, it is expected that you will be responsible for related issues commensurate to the level of the role.

Attributes

 Stakeholder/Customer Focus Managerial/Supervisory

 One Team Worker Managerial/Supervisory

 Responsiveness to Change Managerial/Supervisory

 Developing Self and Others Managerial/Supervisory

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Person Specification

Job Title Student Support Officer (Helpdesk)

Faculty / Directorate Faculty of Arts, Computing, Engineering and Sciences (ACES)

(* Essential or Desirable) Details E* D* Evidence**

Attainment

Evidenced achievements e.g. relevant qualifications (or equivalents), training, membership of

professional bodies

Educated to A level standard (or equivalent experience)

E AF

Experience

Type of experience and specific knowledge required for this job

Experience of team leadership and management including experience of staff development and recruitment and selection

Advising stakeholders on how to effectively carry out processes and procedures

Experience of providing excellent customer focussed services, to stakeholders e.g. providing advice and guidance to students or delivery of a helpdesk / reception function

Experience of working collaboratively with a range of stakeholders to find solutions to problems

Identifying opportunities to develop and improve processes and/or systems contributing to the

implementation and improvements while balancing a range of priorities and delivering work to deadlines Supervising, planning and monitoring the work of other team members and providing guidance and support to colleagues within a team environment

Handling complex queries and problem solving Analysing information, producing reports and making recommendations that enable stakeholders/manager to make operational decisions

Comprehensive knowledge of university policies and processes relating to the student experience for example regulations about progression, extenuating circumstances, break in study, student discipline and fitness to practise

Experience of designing and delivering briefings and training sessions E E E E E E E E D D AF + I AF + I AF + I AF + I AF + I AF AF AF AF AF

Page 7 of 9 **Evidence/Method of Assessment:

AF = Application form G = Group Exercise I = Interview

In-tray = In-tray Exercise IT = IT Test OT = Occupational Test

P = Presentation PT = Psychometric Testing Q/C = Qualifications/Certificates Competencies

Skills and abilities required for effective performance e.g. numeracy, attention to detail, oral and written communication, planning and organising, leadership skills, ability to cope with conflicting

demands/deadlines

Appointment to this post is being made using the Professional Services Attribute Framework (see job description for details)

Very good oral communication skills Very good written communication skills Confidence to present briefings to groups of

stakeholders, and to advise, negotiate and influence

E E E E I AF + I + P AF AF + I + P Other relevant information

e.g. shift work or weekend working, travel in UK or abroad

(state approximate

frequency i.e. travel abroad twice a year)

Ability to work flexibly according to the needs of the service and to adapt to changing circumstances

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How to apply

Complete the Sheffield Hallam University application form and email it to [email protected]. Call us on 0114 225 3950 if you have any questions about completing the form or the recruitment process. You will be informed as soon as possible after the closing date if you have been short listed.

If you have not received notification from us within four weeks of the closing date, please assume you have not been successful on this occasion.

Non-EU nationals

We have a legal responsibility to ensure that all employees are entitled to live and work in the UK. If a job requires highly specialist skills and qualifications we may be able to provide a Certificate of

Sponsorship to help you gain entry clearance or leave to remain in the UK from UK Visas and Immigration.

Further guidance on the UK Visas and immigration Points Based System can be found at

www.gov.uk/government/organisations/uk-visas-and-immigration. You can also email the Human Resources Directorate at [email protected].

Equality and diversity drive our success

Equality and diversity are essential to our academic and business strengths. We believe that excellence comes through recognising the value of each individual.

We aim to create an environment that respects the value of each individual and the diversity of employees and students in the University's community. This will enable them to contribute fully, and to derive the maximum benefit and enjoyment from their involvement in University life.

Positive about disability

We use the symbol on the right, along with other like-minded employers, to show our commitment to good practice in employing people with a disability. It also enables people with a disability to know which employers will be positive about their abilities.

All applicants who meet the minimum criteria (based on the person specification) for a job vacancy and have declared their disability are guaranteed an interview and considered on their abilities.

Stonewall Diversity Champions programme

We are members of the Stonewall Diversity Champions programme, reinforcing both our commitment to improving the workplace culture for lesbian, gay and bisexual employees and our recognition that people perform better when they can be themselves. Stonewall recognises Sheffield Hallam as a forward thinking 21st century employer which aims to recruit, recognise, and support the very best people regardless of background.

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Trade unions

We are committed to working in partnership with employee representatives. You are welcome to join a trade union, professional association or employee organisation and participate in its activities. We recognise the following unions for the purposes of collective bargaining UNISON, GMB, T&GWU, UNITE, UCU.

Benefits of working for us

We offer generous holiday entitlements - annual leave entitlement is a minimum of 25 days (pro rata if you work part-time) and rises depending on staff group and grade. In addition to the eight standard UK bank holidays, up to six extra statutory days (a minimum of four) are provided each year for extended University closure around some UK public/holidays.

We understand the need for a good work-life balance. That's why we support and operate a number of flexible working schemes including job-share and flexible working hours where applicable. We operate an incremental grade structure. This means that you will be eligible to receive an annual pay increase (subject to satisfactory performance) until your salary reaches the maximum salary for your grade.

Our defined benefit pension schemes are a real asset to your peace of mind. Depending on the job you're appointed to, you will be entered into either the Local Government Pension Scheme (LGPS), Teachers’ Pension Scheme (TPS), or remain in the Universities Superannuation Scheme (USS) if you are a current member.

We also offer many other benefits including Travel discounts, Family Friendly Schemes, Health and Wellbeing and Training and Development opportunities for employees. For more information about the benefits available to you, visit www.shu.ac.uk/jobs/vacancies/documents/benefits.html

Living and working in Sheffield

Sheffield is the greenest city in England. We have over 200 parks and woodlands and a third of the city is in the Peak District National Park. We have excellent rail links to all major cities and the city centre is in walking distance of both our campuses.

For more information, visit www.shu.ac.uk/sheffield/

Other important information

All appointments are made subject to confirmation of eligibility to work in the UK and satisfactory declaration of health from the occupational health consultant to make sure you are medically able to carry out the type of work involved in the post. Appointments are also subject to receipt of satisfactory references and any other checks that may be required for the role.

We comply fully with requirements of the Data Protection Act 1998. This requires us to tell you we will:

 hold details of your name, address and the post applied for to assist the recruitment process

 hold the information on your equal opportunities monitoring form, to monitor the effectiveness of our policies

 retain records for unsuccessful applicants for one year, after which time the records are destroyed

For overseas applicants we normally reimburse travel expenses from the port of entry into the UK only.