Student Recruitment and Support Advisor

Main Responsibilities:

Information, Advice and Guidance

To provide information and routine advice to support students and potential students in registration and study with The Open University, through both proactive and reactive contact via a number of channels including inbound and outbound phone calls, emails, letters, online webchat and social media, and face to face:

Generic information provision will be required, based on standard operating procedures and policies, informed by use of a knowledge management system as well as briefings, training events, use of databases and printed material to access accurate and up to date information.

Information provision will also concentrate on a particular area of subject matter expertise, relating to a specific student group with common needs or to a specific curriculum area and associated Faculty area of study.

This will cover a wide range of matters across the student lifecycle from qualification and module registration, through to examination and graduation arrangements and provision of references.

Administration

• To undertake associated administrative and operational processes to action student and potential student requests:
• Administration related to enrolment, reference requests etc.
• Transferring calls appropriately and effectively to other specialist staff as part of an IAG model, and where appropriate or necessary, booking follow up appointments for those specialists at times convenient to students and potential students.
• Respond to complex queries in agreed areas of expertise, as part of specialist Student Recruitment and Support teams, and process complex transactions in support of this, following expert training.

• To access, utilise and update university systems and databases:
• To maintain student and potential student records including qualification and module records, personal details, and the Open University Customer Relationship Management tool
• To provide accurate information and follow agreed operating procedures using the Open University Knowledge Management System.

Team working and positive contribution to the workplace

• To assist proactively in the development and continuous improvement of good internal and inter team working and service provision:
• Attending and actively participating in team meetings and developmental activities.
• Contributing to business improvement ideas and initiatives, making recommendations to Team Managers as appropriate.
• Showing initiative in helping the team to run smoothly, and working with and supporting other teams as required.
• Engage actively in the support and development of new team members.
• Developing appropriate testing criteria in conjunction with Team Managers to ensure effective and accurate testing of any new business rule changes, prior to implementation.
• Undertaking other activities as directed by Team Managers.
• To work as part of a flexible operation to provide support and answer queries from students, potential students and Associate Lecturers within agreed timescales.
• To work to a rota as part of a Work Force Management System to ensure that all activity is dealt with promptly and effectively and within agreed Service Levels:
• Participate actively in the achievement of agreed service standards.
• Contribute to the regular monitoring and review of these standards.
• Exercise initiative in dealing with issues, interpreting and applying procedures and guidelines within agreed boundaries.

Personal and Professional Development

• To continually develop skills and knowledge to maintain and improve personal performance, in the spirit of continuous improvement and to adopt correct and evolving business practices and procedures:
• Undertaking all duties in accordance with internal policy and external legislation.
• Working with Team Manager to understand personal performance and areas for development.
• Providing feedback to contribute to colleagues performance development.
• Accepting feedback from colleagues to improve personal skills and knowledge.