1. Reception

• To provide a member-focussed first point of contact reception service to handle all enquiries that arrive through the door, over the phone or by email
• To provide a high standard of customer service and care, including owning enquiries to the point of resolution/satisfaction
• To signpost to other Union departments, University departments and external services as required
• To support the development of accessible reception/front-line services for members across the University’s site portfolio – this may be by visiting such sites, or by supporting the development of and administering virtual/online/telephone services to this effect
• To recruit, train and supervise student staff and/or volunteers in delivering reception duties during the busiest times and in the absence of the post-holder

1. Advice

• To be the first point of contact for enquiries and support for members seeking academic and/or welfare advice
• To create referrals and maintain casework records in relation to Advice and Advocacy
• To provide first-level advice within the scope and remit of the Information and Advocacy department with support from Student Advisors and Information and Advocacy Manager.
• To support the Student Advisor and Information & Advocacy Manager in handling any and all advice cases as may be required
• To handle all case work and enquiries confidentially and sensitively as per the needs of each individual
• To maintain and to support relevant others in maintaining effective records of case work and enquiries

1. Administration and Secretarial Support

• To provide office administration for the Union office(s) including ordering stationary, monitoring and managing such items as photocopiers and the Union’s fleet cars, liaising with relevant suppliers, and generally keeping the offices in fit for purpose, safe working order
• To provide support with retail and over the counter sales, including banking and stock taking with support from the Merchandise Coordinator.
• Maintaining effective records and databases to allow the effective administration for the Union as a whole
• To provide secretarial support to the General Manager and other senior members of the Union team as required and appropriate

1. General duties

• To uphold and contribute to the health and safety agenda of the Union
• To support and contribute to the strategy and direction of the Students’ Union, promoting cross-departmental working with other managers, staff and officers wherever possible
• From time to time, as required, to support research projects for the development of the department or the Union as a whole
• To support and advise student officers and representatives in the fulfilment of their duties
• To contribute to the planning, delivery and review of the Union’s Strategic Plan and the vision set therein
• To work in close and appropriate collaboration with Student officers to develop new schemes and projects and to help them formulate and achieve their goals and objectives
• To actively contribute to the positive image of The Union with staff, Student officers, Students, the University and other relevant stakeholders
• To attend and participate in staff and other Union meetings as required
• To attend such training courses, meetings, conferences and events as relevant to the post or otherwise agreed
• To fulfil any other duties as reasonably requested
• To contribute to and support Union events such as Student Welcome and Induction events, Elections, Summer Balls and other one-off type events across all sites as reasonably required

Notes

1. UCSU considers ongoing training as essential for the development of both its staff and the organisation. It is expected that the post-holder will be able to participate in training opportunities that are relevant to his/her duties as outlined above.
2. This job description is subject to alteration at any point, pending consultation with the post holder.
3. The nature of the post will, at times, require additional commitment over and above normal office hours, including occasional residential conferences and training events, though it is not envisaged that this will ever be excessive. Payment for these hours is incorporated in the salary offered and time is managed through the flexible annualised scheme.
4. Some Union roles will require CRB clearance in order to safeguard children and vulnerable people with whom we work.

For further information and application form please visit www.ucsu.me