20% Assist with customer complaints, trying to resolve where appropriate, and escalate to 10% Supervisor for discussion or advice. Undertake a variety of routine activities, administration processes and project work, 10% developing and maintaining written procedures and standards within the team. Engage in partnership working with all internal departments on all campuses to ensure 5% the highest possible standard of service. Make accurate and effective use of computerised office systems to create and revise 5% documents, recording all customer interactions and producing routine reports. Any other duties as allocated by the Line Manager following consultation with the post 10% holder. Internal and external relationships Internal: Student body Student Services Professional Services colleagues Faculties External: The University of Southampton Students’ Union HEI Institutions National governing / Professional bodies Landlords Suppliers and contractors Members of the public / community PERSON SPECIFICATION How to be Criteria Essential Desirable assessed Educated to GCSE level or equivalent Qualifications, General knowledge of Higher Application and relevant demonstrable knowledge and Education Environment experience experience Previous experience of working in a Experience of working in a high Interview support environment volume, multi- functional service environment Ability to simultaneously use Application/ multiple computer software Interview packages and databases in addition to Microsoft Word, Excel, Access and Outlook High degree of computer literacy Application/ and excellent keyboard skills Interview Ability to initiate, plan and organise Planning and Application/ own programmes of work working to organising Interview deadlines and agreed standards
20% Assist with customer complaints, trying to resolve where appropriate, and escalate to Supervisor for discussion or advice. 10% Undertake a variety of routine activities, administration processes and project work, developing and maintaining written procedures and standards within the team. 10% Engage in partnership working with all internal departments on all campuses to ensure the highest possible standard of service. 5% Make accurate and effective use of computerised office systems to create and revise documents, recording all customer interactions and producing routine reports. 5% Any other duties as allocated by the Line Manager following consultation with the post holder. 10% Internal and external relationships Internal: Student body Student Services Professional Services colleagues Faculties External: The University of Southampton Students’ Union HEI Institutions National governing / Professional bodies Landlords Suppliers and contractors Members of the public / community PERSON SPECIFICATION Criteria Essential Desirable How to be assessed Qualifications, knowledge and experience Educated to GCSE level or equivalent and relevant demonstrable experience Experience of working in a high volume, multi- functional service environment Ability to simultaneously use multiple computer software packages and databases in addition to Microsoft Word, Excel, Access and Outlook High degree of computer literacy and excellent keyboard skills General knowledge of Higher Education Environment Previous experience of working in a support environment Application Interview Application/ Interview Application/ Interview Planning and organising Ability to initiate, plan and organise own programmes of work working to deadlines and agreed standards Application/ Interview