Support and Experience Assistant (Administrator)
Venesky-Brown’s client, a public sector organisation in Edinburgh, is currently looking to recruit a Support and Experience Assistant (Administrator) for a contract over 2 periods, from 25/11/2024 -20/12/2024 & 06/01/2025 – 31/01/2025 on a rate of £13.94/hour PAYE. This role is 28 hours a week and can be worked over 4/5 days per week from Mon-Fri.
Responsibilities:
– Monitor team mailboxes and MS Teams sites, allocate emails to Advisers and Experience Officer, reply to standard queries, escalate urgent queries
– Take minutes for Support Team Meetings
– Monitor attendance and engagement and engagement recording by staff: e.g. run and review reports, contact colleagues about gaps in recording, contact customers using template emails where issues are identified, alert colleagues when support or bespoke follow up is needed
– Update student records: e.g. confirm attendance, allocate Advisers and Cohort Leads, add approved concessions, add engagement events, course enrolments
– Process concessions: monitor shared mailbox, flag queries for Advisers, transfer data from approved concession forms to online form, update spreadsheet and students’ records, inform students and relevant others of concessions outcomes.
– Send PGR Officer a list of PGR of Concern every month.
– Monitor completed Making Transitions Personal reviews to identify students who disclose high levels of anxiety on starting the programme, and email with tailored resource and service information and an invitation to arrange a meeting with their Adviser.
– Email visa holders once a period to remind them of their responsibilities to comply with the conditions of their visa as required by Support Operational Guidelines.
– Events support working with the Experience Officer, Community Leader and Cohorty Leads: publicity (create and distribute posters, liaise with relevant colleagues for digital / social media promotion, email about events), booking links and attendee lists, room bookings, epay sites, book catering, manage in-house catering supplies and other events resources, liaise with students and Cohort Leads, maintain events support records, set up and clear up for events (including preparation of flasks, delivery and uplift of supplies, venue set up) welcome attendees, help facilitate events.
– Support Team newsletter: research relevant content, draft contact, liaise with colleagues in the Support Team and MarCom.
– Research and promote community merchandising, liaising with Experience Officer and Support and Experience Manager
– Data mining and analysis: weekly analysis of Adviser sent emails: themes and volume and report at team meetings
– Other administration: e.g. set up and maintain spreadsheets and mailing lists, MS form surveys, booking links and attendee lists, MS Teams sites, circulate information, e.g. about resources, events and deadlines
Essential Skills:
– Vocational qualifications (N/SVQ 2/3, ONC or equivalent) plus typically 1 year’s relevant work experience or
– School education to Standard Grade or equivalent plus typically 2 years’ relevant work experience.
– Strong customer service work ethic: respectful, approachable, flexible, timely and accurate service, customer focussed
– Ability to work well independently and with colleagues: respectful, accountable, reliably complete assigned tasks, collaborative, aware of differing responsibilities and priorities, use support appropriately
– Competent written, listening and oral communication skills: ability to communicate clearly with different stakeholders, to understand and be understood, accuracy and attention to detail
– Competent numeracy skills
– Experience of relevant computer based systems (e.g. large databases, booking systems)
– Competent user of standard software packages (e.g. Outlook, Excel, Word, SharePoint)
– Awareness of professional boundaries and standards relevant to the role (e.g. confidentiality, duty of care, information security, data protection)
Desirable Skills:
– Experience of working in an administrative role in similar environment
– Experience of non-standard software (e.g. Canva)
– Events support experience
If you would like to hear more about this opportunity please get in touch.
Responsibilities:
– Monitor team mailboxes and MS Teams sites, allocate emails to Advisers and Experience Officer, reply to standard queries, escalate urgent queries
– Take minutes for Support Team Meetings
– Monitor attendance and engagement and engagement recording by staff: e.g. run and review reports, contact colleagues about gaps in recording, contact customers using template emails where issues are identified, alert colleagues when support or bespoke follow up is needed
– Update student records: e.g. confirm attendance, allocate Advisers and Cohort Leads, add approved concessions, add engagement events, course enrolments
– Process concessions: monitor shared mailbox, flag queries for Advisers, transfer data from approved concession forms to online form, update spreadsheet and students’ records, inform students and relevant others of concessions outcomes.
– Send PGR Officer a list of PGR of Concern every month.
– Monitor completed Making Transitions Personal reviews to identify students who disclose high levels of anxiety on starting the programme, and email with tailored resource and service information and an invitation to arrange a meeting with their Adviser.
– Email visa holders once a period to remind them of their responsibilities to comply with the conditions of their visa as required by Support Operational Guidelines.
– Events support working with the Experience Officer, Community Leader and Cohorty Leads: publicity (create and distribute posters, liaise with relevant colleagues for digital / social media promotion, email about events), booking links and attendee lists, room bookings, epay sites, book catering, manage in-house catering supplies and other events resources, liaise with students and Cohort Leads, maintain events support records, set up and clear up for events (including preparation of flasks, delivery and uplift of supplies, venue set up) welcome attendees, help facilitate events.
– Support Team newsletter: research relevant content, draft contact, liaise with colleagues in the Support Team and MarCom.
– Research and promote community merchandising, liaising with Experience Officer and Support and Experience Manager
– Data mining and analysis: weekly analysis of Adviser sent emails: themes and volume and report at team meetings
– Other administration: e.g. set up and maintain spreadsheets and mailing lists, MS form surveys, booking links and attendee lists, MS Teams sites, circulate information, e.g. about resources, events and deadlines
Essential Skills:
– Vocational qualifications (N/SVQ 2/3, ONC or equivalent) plus typically 1 year’s relevant work experience or
– School education to Standard Grade or equivalent plus typically 2 years’ relevant work experience.
– Strong customer service work ethic: respectful, approachable, flexible, timely and accurate service, customer focussed
– Ability to work well independently and with colleagues: respectful, accountable, reliably complete assigned tasks, collaborative, aware of differing responsibilities and priorities, use support appropriately
– Competent written, listening and oral communication skills: ability to communicate clearly with different stakeholders, to understand and be understood, accuracy and attention to detail
– Competent numeracy skills
– Experience of relevant computer based systems (e.g. large databases, booking systems)
– Competent user of standard software packages (e.g. Outlook, Excel, Word, SharePoint)
– Awareness of professional boundaries and standards relevant to the role (e.g. confidentiality, duty of care, information security, data protection)
Desirable Skills:
– Experience of working in an administrative role in similar environment
– Experience of non-standard software (e.g. Canva)
– Events support experience
If you would like to hear more about this opportunity please get in touch.
