Students' Union UCL
Key information
Job closes
Salary
14.80

Salary type

  • Per Hour

Contract type

  • Temporary

Industries

  • Education
  • Non-Profit

Skills

  • Administrative
  • Customer Service

Working hours

  • Part-time
About the job

Department                Advice & Wellbeing

 

Reports to                  Advice & Wellbeing Administrator

 

Pay                              £14.80 per hour 

 

Hours                          2-3 shifts per week (6-9 hours/week)

                                     Shift pattern: Monday – Friday, 10am-1pm and 1pm-4pm, plus additional             shifts as needed at events

 

Application deadline: 30th August (The Students’ Union reserves the right to close the advert early if a high number of applications is received)
                                    

Purpose of the job

We’re looking for Reception Assistants to staff the Advice Service reception desk and to provide accurate and consistent administrative support to the Advice and Wellbeing team. You will be the first point of contact for students to the service and will triage enquiries appropriately, including compassionately handling queries, signposting students to relevant resources, escalating concerns where necessary, and supporting access to advice. 

 

About the Union:

Students’ Union UCL is an organisation that exists to make more happen. We are the representative body for University College London’s (UCL) students, one of the most diverse student communities in the world.  UCL students have the potential to do anything, and the union leads an essential role in helping them to achieve things they may have never thought possible. As a charity we deliver a wide range of services and representative functions for students.

 

Our Vision:

An outstanding experience for all UCL students and to be one of the best students’ unions in the UK and the world.

 

Our Mission:

We’re here to help students...

  • Make more of their time at UCL.
  • Get more of the support they need from our advice and welfare services.
  • Be more connected with the university and other students as we represent and reflect their views.
  • Experience more at university through our societies, activities, sports and events.
  • Feel more at home in our excellent spaces.

 

 

 

Our Values:

Community Building, Inclusive, Bold, Fun, Empowering, Democratic, Sustainable

Job description
  • To be the first point of contact for all enquiries to the Advice Service Reception, answering and triaging enquiries at the reception desk, and via email, telephone and voicemail.
  • To respond to enquiries from students, UCL and Union colleagues and others in a friendly, effective, and efficient manner. This will include categorising enquiries, accurate case recording and data entry using a case management system, and managing correspondence with students and colleagues.
  • To work closely with the Advice & Wellbeing Administrator to ensure you are well-equipped to answer a variety of queries and signpost effectively where appropriate.
  • To ensure good and consistent housekeeping and presentation of the reception area. 
  • To book appointments for students and update advisors’ diaries accordingly.
  • To work with students in line with the agreed Advice Service policies and procedures that support an independent, non-judgemental and confidential free service.
  • To provide general administrative support as required, including updating the website and booking meetings.
  • To promote the Advice Service to students and the UCL community during Students’ Union events – this may include events at locations such as UCL East, School of Management, and Welcome events.
  • To always carry out work professionally and confidentially, in line with relevant UCL, Students’ Union UCL and Advice Service policies and procedures.

Person Specification

 

Essential:

  • Competent in written and verbal communication, with the ability to communicate clearly, sensitively and professionally with students and other contacts in person, by email and by telephone.

 

  • Ability to work independently, demonstrate professionalism, and use own initiative.
  • Strong IT skills including proficiency with the MS Office package.
  • Ability to multitask and prioritise to meet deadlines in the context of a busy role
  • Diligent with good attention to detail.
  • Reliable and punctual.
  • Understanding of and commitment to the Advice Service’s confidentiality policy.
  • Ability to follow procedure and escalate concerns appropriately to the Advice & Wellbeing Administrator and other appropriate contacts.
  • Commitment to high standards of customer care, treating students with compassion and empathy.
  • Commitment to equality, diversity and inclusion.

 

Desirable:

  • Experience of working on a reception desk, or similar client-facing role.

  • Basic knowledge of UCLs procedures and regulations affecting students.
  • An understanding of the issues that students in Higher Education will seek advice on.

Previous knowledge of office systems and procedures, such as case management systems.

How to apply

Please complete the online application form. You will need to provide a personal statement where you should outline how you meet the full requirements of the job. Applications will be assessed on this basis. We also have guidance on writing applications available for you. 

 

Recruitment Process:

 

Shortlisted candidates will be informed by 9th September. Interviews to take place during week commencing 14th September. Successful candidates will be informed by 22nd September, with expected start date week commencing 28th September.

Successful candidates must be available at the Bloomsbury campus during week commencing 28th September for mandatory training.

 

 

If you require reasonable adjustments for your interview, you will have the opportunity to let us know if you are invited to interview.

All Students’ Union student staff roles are subject to successful right to work checks. For British & Irish nationals, you will need to bring your right to work documents (e.g. British passport) in to be checked and scanned on campus before your start date. Visa holders will need to provide their share code and can provide a digital copy of their passport online via the onboarding process. Further information will be provided at the time.