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011506 Student Services Coordinator

Job No:


Employer Reference:

SOC Code:


18,777.00 - 20,989.00  per year
18 months fixed term


Fixed term contract


Durham UK


Full time

Date posted

Mar 12, 2018

Closing date

Pension details


Job Summary and Purpose:The role of Student Services Coordinator is part of the Customer Services Team in Student Registry.  The role will be predominantly based in the Palatine Centre reception, where it will be responsible for planning and delivering a high level of service to students face to face at the reception desk, by email and by telephone.  The work will also involve contributing to the back office student-related processes of Student Registry.Main Duties:·         To maintain a high level of service working closely with all sections of the Academic Office and other appropriate sections of the University to keep up to date with University policy and procedures, events and activities, and to ensure that the staff covering Student Services Reception are able to provide appropriate advice and guidance at all times.Ensuring that each student enquiry is seen through to its conclusion by the University.Advising students on matters relating to their student records and status, campus cards, IT and Library access, registration, academic and programme regulations, exams, concessions, appeals and complaints, results etc., and providing related services.Applying analytical and problem solving skills to identify the root cause of student enquiries and ensure that students are given the correct advice and guidance in all cases.Monitoring the nature of enquiries and feedback received in order to identify improvements to University student facing processes and services. Monitoring enquiry volumes throughout the annual cycle in order to predict additional resource requirements for busy periods.Planning the Student Services Reception rota to ensure sufficient cover to deliver services smoothly and efficiently, taking care to ensure minimum impact on each Professional Support Service providing staff cover. Identifying training needs of staff providing cover for the Student Services Reception and providing guidance and training to ensure service levels are maintained.Preparing and maintaining process guides and procedural documentation for reference and trainingWorking as part of the Customer Services Team in Student Registry, producing official qualification documentation to former and current students using the online Student Documentation Services Webshop and providing additional support during parchment production.Supporting workload across the Academic Office, contributing to student-related processes including examination preparation; production of student results; invigilation checks and creation and amendment of student records.Liaising with Palatine Centre Reception staff about expected Academic Office external visitors and events. Normal working hours are 9am-5pm Monday to Friday, covering the Student Services Reception from 9am-4pm.

How to apply


Durham University

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