Job Description & Person SpecificationLast updated: 25th April 2018

JOB DESCRIPTION

Post title: Student Life Advisor (Night)

Department: Student Services

Faculty: Professional Services

Career pathway: Management, Specialist and Administrative Level: 2b

*ERE category:

Posts responsible to: Student Life Supervisor

Posts responsible for: N/A

Post base: Non-Office based (see job hazards)

Job purpose

Providing a first point of contact for students in crisis and delivering support on a range of wellbeing issues.

To manage a wide range of queries and student incidents in a sensitive and professional manner, working collaboratively with specialist support services within the University.

To proactively deliver activities and events to students, which enhance their student experience. To work collaboratively with The University of Southampton Students’ Union and University of

Southampton colleagues to ensure our students become independent and positive members of the community.

Foster a positive halls community for our students.

Key accountabilities/primary responsibilities % Time

1. Be responsible for delivering high quality and professional support and advice on a wide range of student related wellbeing issues. To provide accurate information and signposting to relevant internal University support services and external support agencies.

25%

2. Pro-actively identify and respond to all manner of student wellbeing issues in a one to one or group setting and to liaise and involve other support services if necessary. 15%

3. Manage queries relating to student incidents, wellbeing issues and emergency situations sensitively, promptly, accurately and effectively; eliciting information, following University procedures and treating all queries confidentially. Referring to a

20%

Key accountabilities/primary responsibilities % Time

Supervisor when necessary.

4. Assist with customer complaints, trying to resolve where appropriate, and escalate to Supervisor for discussion or advice. 10%

5. Undertake a variety of routine activities, administration processes and project work, developing and maintaining written procedures and standards within the team. 10%

6. Engage in partnership working with all internal departments on all campuses to ensure the highest possible standard of service. 5%

7. Make accurate and effective use of computerised office systems to create and revise documents, recording all customer interactions and producing routine reports. 5%

8. 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

Special Requirements

The post holder is expected to work flexibly based on a shift pattern, which may include evenings, weekends, bank holidays, University closure days and to cover for absence. Enhanced DBS clearance is required for this role.

PERSON SPECIFICATION

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Criteria Essential Desirable How to be assessed

Qualifications, knowledge and experience

Skill level equivalent to achievement of NVQ2, GCSE or City and Guilds.

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.

Ability to plan and coordinate departmental and external events delivery.

Resourcefulness and flexibility in ensuring workloads are delivered within deadlines and to agreed standards.

Application/Interview

Interview

Application

Problem solving and initiative

Proven ability to use initiative and judgement to resolve daily problems independently and through team working.

Demonstrable capacity to contribute to solutions that continuously improves the service delivered.

Ability to confidently understand and resolve initial complaints and issues using standard procedures, only escalating where required/appropriate.

Application/Interview

Application/Interview

Interview

Management and teamwork

Ability to work effectively in a team environment and undertake partnership working with peers and stakeholders.

Demonstrable experience in joint project work with peers and stakeholders.

Interview

Interview

Communicating and influencing

Good interpersonal skills, demonstrated across a range of customers with varying requirements

Proven written and verbal communication skills, comfortable using a variety of communication technologies.

Ability to prepare and present routine written and verbal information to students and staff, including in group environments.

Application/Interview

Application/Interview

Interview

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Positive outlook with a proven ability to respond effectively in a pressurised environment to colleagues, students and other stakeholders.

Interview

Special requirements

Enhanced DBS clearance.

Willingness to be rotated to other areas of Student Services as needed, and to broaden depth & knowledge.

Work flexibly based on a shift pattern, which may include evenings, weekends, bank holidays and University closure days and to cover for absence.

Work from a variety of campuses and Halls of Residence locations

Ability to travel between work locations during shifts.

Driving license and use of car for business purposes.

Interview

Application/Interview

JOB HAZARD ANALYSIS

Is this an office-based post?

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☐ Yes If this post is an office-based job with routine office hazards (eg: use of VDU), no further information needs to be supplied. Do not complete the section below.

☒ No If this post is not office-based or has some hazards other than routine office (eg: more than use of VDU) please complete the analysis below.Hiring managers are asked to complete this section as accurately as possible to ensure the safety of the post-holder.

## - HR will send a full PEHQ to all applicants for this position. Please note, if full health clearance is required for a role, this will apply to all individuals, including existing members of staff.

ENVIRONMENTAL EXPOSURESOccasionally (<30% of time)

Frequently(30-60% of time)

Constantly(> 60% of time)

Outside work xExtremes of temperature (eg: fridge/ furnace)## Potential for exposure to body fluids## Noise (greater than 80 dba - 8 hrs twa)## Exposure to hazardous substances (eg: solvents, liquids, dust, fumes, biohazards). Specify below:Frequent hand washingIonising radiation

EQUIPMENT/TOOLS/MACHINES USED## Food handling x## Driving university vehicles(eg: car/van/LGV/PCV) ## Use of latex gloves (prohibited unless specific clinical necessity)## Vibrating tools (eg: strimmers, hammer drill, lawnmowers)

PHYSICAL ABILITIESLoad manual handling xRepetitive crouching/kneeling/stoopingRepetitive pulling/pushingRepetitive liftingStanding for prolonged periodsRepetitive climbing (ie: steps, stools, ladders, stairs)Fine motor grips (eg: pipetting)Gross motor gripsRepetitive reaching below shoulder heightRepetitive reaching at shoulder heightRepetitive reaching above shoulder height

PSYCHOSOCIAL ISSUESFace to face contact with public xLone working x## Shift work/night work/on call duties x

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