To provide excellent and professional customer service as a first point of contact at the School’s Reception and deliver comprehensive administrative support to a range of School activities.
Main Duties and Responsibilities
1. Provide high quality reception services in the School Office:
Respond to general enquiries from students and staff and provide clear information to students, staff and visitors in person, by telephone, email and via IT support call system.Provide students with guidance on general programme or course-related queries, including those related to MyCampus records and timetabling.Deal with Ivanti service requests.Ensure that the reception environment is neat and tidy at all times.Organise parking and taxis for staff and visitors as required.Support mail, postal and delivery services.
2. Support assessment administration processes:
Administer and process the submission of printed student assignments and dissertations, including advising students on regulations pertaining to late submission.Administer and process the return of assignments.
3. Support for office operations:
Maintain leaflet stands and noticeboards.Maintain water cooler supply, including reporting faults and ordering.Maintain coffee machine supply, including reporting faults and ordering.Arrange regular recycling and confidential waste uplifts.Report printer faults and arrange for the disposal of printer cartridges.Organise disposal of electrical equipment.
4. Support for the School operations:
Assist room booking activities, including the booking of meeting rooms and local space.Assist with the provision of catering requirements for staff and committee meetings.Maintain digital signage.Maintain inventory and logs for short-term use of audio-visual and IT equipment.Assist with purchasing.Assist with room maintenance, including logging support calls.Assist with Open Days and other events.
5. To provide administrative support to School colleagues more widely as required.
Knowledge, Qualifications, Skills and Experience
A1 Scottish Credit and Qualification Framework level 4 in English and Mathematics (National 4)
A2 Good working knowledge of Microsoft Office
B1 Knowledge of University IT systems e.g. MyCampus, Moodle
B2 Basic knowledge of statutory regulations including Data Protection Act (forthcoming General Data Protection Regulation) and Freedom of Information (training will be provided)
C1 Excellent customer service and interpersonal skills, featuring the ability to demonstrate tact, diplomacy and discretion
C2 Ability to work proactively and independently with minimal supervision
C3 Ability to demonstrate initiative and exercise judgement to solve problems independently and escalate when appropriate
C4 Ability to work accurately and with attention to detail
C5 Ability to work under pressure, manage competing priorities and meet strict deadlines
C6 Discretion and the ability to maintain confidentiality
C7 Excellent communication skills (verbal and written), and highly developed interpersonal skills
C8 Good organisational and time management skills with an ability to prioritise and work effectively under pressure
C9 Flexibility and willingness to learn new skills and adapt within the role
E1 Relevant receptionist work experience with qualifications, or ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills in a similar role
E2 Experience of working in a customer-focused environment and delivering and exceeding customer expectations
E3 Experience of working in a busy environment
E4 Experience of undertaking a range of activities in accordance with established processes with only some direct supervision or management
D1 Experience of working in a reception area or customer services.
D2 Experience of working in a secretarial role.
Students: Approximately 1700 undergraduate Biology students for whom the School of Life Sciences Office is the primary contact point.
Staff: Provide administrative support for academic staff who run or teach on Life Sciences UG courses (numbers below) - 50 Research & Teaching staff based in the School, many more based in MVLS Research Institutes, others belonging to Schools in other Colleges.
Assessed Course Work: To prepare for the submission of approximately 80 pieces of assessment for students throughout the School.
Life Sciences programs/courses:
Year 1 – 3 courses
Year 2 – 25 courses
Year 3 – 50 courses
Year 4 – 20 Honours Degrees
Honours Options – 69 courses
Non-Teaching Activities: secretarial support for academic staff belonging to Life Sciences.
Planning and Organising
Planning ahead for the delivery of administrative tasks and prioritising own workload.
Assisting the administration team in meeting School, College and Central Services deadlines and dealing effectively with competing priorities.
Reacting efficiently to day-to-day requirements and other work delegated by Line Manager and internal staff, prioritising accordingly.
Respond to general enquiries appropriately, identifying the appropriate member of staff for the purposes of escalation.
Prioritise own workload.
Make decisions on routine matters, including emails, or re-directing as appropriate.
Proficiency to handle confidential matters expeditiously.
Liaising with administration team and academic staff on a daily basis, relating to work issues.
Communicating closely, in person and by email with students.
Liaising by email, telephone and in person with students, applicants, corporate clients, Advisers of study, other Colleges/Schools.
Liaising with Quality Enhancement and Assurance Administrator in relation to course evaluation processes.
Determining how best to deal with general enquiries in order to conclude them.
Dealing with student problems including directing them to appropriate sources of information or assisting where necessary.
Being proactive in troubleshooting assessment-related issues.
The postholder should be flexible in terms of responding to the School’s continuous improvement agenda and in relation to job content.
Flexibility around working hours will be required from time to time.
Annual leave outwith student vacation periods is subject to constraint.
Deal with confidential and sensitive material.
Standard Terms & Conditions
Salary will be on the Management, Professional and Administrative Grade, level 3, £17,079 - £19,202 per annum.
This post is full time at 35 hours per week and fixed term for 12 months in the first instance.
New entrants to the University will be required to serve a probationary period of 6 months.
The successful candidate will be eligible to join the National Employment Savings Trust (NEST) Pension Scheme.
It is the University of Glasgow’s mission to foster an inclusive climate, which ensures equality in our working, learning, research and teaching environment.
We strongly endorse the principles of Athena SWAN, including a supportive and flexible working environment, with commitment from all levels of the organisation in promoting gender equality.
The University of Glasgow, charity number SC004401.
Vacancy Ref : 028090
Closing Date : 26 August 2019