Enquiry Management Assistant (Student Hub) (Dubai) - Dubai Operations - 105970 - Grade 5

Summary

This role will have the opportunity to work at the heart of our Campus at the Student Hub, ensuring a varied and interesting range of work. Duties may vary across workstreams, but you will be trained in everything you need to know to support the delivery of our enquiry management service points; in person, by phone or in person.

Our Student Hub provides front line information, advice and guidance to students on a wide variety of queries, and aims to resolve student requests at the first point of contact. It also provides transactional services such as ID card issue, reference requests, letter requests and has a pivotal role in the delivery of University Welcome activities throughout the academic year. The Student Hub provides administrative and customer service support to and on behalf of : Student Programme Administration, Student Services, Student Mobility, Student Wellbeing Services, Student Experience.

The Student Hub receives a high volume of queries across our in-person, email and telephone channels, and the Enquiry Management Assistant will be expected to work across all of these enquiry channels. You will become an expert user of the University’s student enquiry management systems, such as Verint and Service Now. You will also develop excellent triage skills in order to be able to effectively respond to and signpost student queries on a wide range of topics, including financial, disability and wellbeing support, and University administrative processes.

A significant percentage of the post holder’s time will be invested in responding to queries from students and applicants contacting the Hub Services Team, including liaising with other internal and external stakeholders as required. The post holder will be an integral member of the Professional Services team and a key part of our drive to improve our responsiveness and customer service delivery, working towards our university’s aim to provide an excellent and innovative student experience, through automation and digitisation.

This post holder will work across our undergraduate and postgraduate student body, which will involve working evening and weekend shifts during term time.

Main Duties

• To undertake day-to-day administration and customer service activity for the Student Services team, including responding to a wide range of student enquiries received by email, telephone and in-person.
• Supporting sessional activity, such as Welcome, Graduation and exams, as required. This may require some out of hours working.
• Undertake projects or special tasks which may be assigned from time to time. For example, this may include contributing to periodic reviews of administrative and customer service processes and procedures with the objective of making improvements and sharing best practice across other areas within the wider University.
• Manage all data and interactions in accordance with university policy and data requirements.
• Proactively using own initiative and creativity to identify solutions or improvements for service delivery – in particular as relates to enquiry management and customer service.
• Support equality and values diversity, moderating own behaviour to avoid unfair discriminatory impact or bias on others.
• To contribute to own professional development and the development of the service by keeping your knowledge up to date with relevant training activities, attendance at team meetings, and other important knowledge building activities.
• Any other duties that might reasonably be required from time to time in line with the grading of the post.

Required Knowledge, Skills, Qualifications, Experience

Dimensions

You will not be required to routinely line manage anyone in this role or manage a budget but you may supervise temporary staff from time to time.

Planning and Organising

You will be required to manage and prioritise a varied workload to deliver within required time frames. There is also a need to maintain an awareness of activity across the department and wider University as appropriate.

Problem Solving and decision making

You will be working under the direction of a senior manager, but with the autonomy to deliver the outputs required. You will be working within the framework of existing policies, processes and procedures for the University. You will, however, take day to day decisions on what advice to give and for responding to and resolving queries.

Internal and External relationships

This role will be liaising with students, internal colleagues and stakeholders, and external stakeholders as well with an expectation on maintaining good working relationships with all.

We believe there is no such thing as a 'typical' member of University of Birmingham staff and that diversity in its many forms is a strength that underpins the exchange of ideas, innovation and debate at the heart of University life. We are committed to proactively addressing the barriers experienced by some groups in our community and are proud to hold Athena SWAN, Race Equality Charter and Disability Confident accreditations. We have an Equality Diversity and Inclusion Centre that focuses on continuously improving the University as a fair and inclusive place to work where everyone has the opportunity to succeed. We are also committed to sustainability, which is a key part of our strategy . You can find out more about our work to create a fairer university for everyone   .