Teaching, Learning & Student Experience Assistant

We are recruiting for a permanent, full-time Teaching, Learning and Student Experience Assistant (Student Support) to join the Course Delivery Team in the Education Development department. The role is 35 hours per week.

This role involves assisting with admissions and providing ongoing student support to online and blended learners both in the UK and overseas. Our learners may be studying part time for a postgraduate qualification or completing a short course/micro credential as part of their career development.

We are looking for candidates with experience of working in an administrative/customer support environment, answering queries by phone, email or web-conferencing and taking ownership of problems while maintaining appropriate levels of confidentiality. Experience of working with customers in support of online services and/or students within an educational environment would be an advantage, but is not essential.

Candidates will need to work effectively as part of a team and have good general computing skills, particularly in the use of MS Word, MS Excel, MS Outlook and online meeting software, and be prepared to undertake further technical training where necessary.

You will be responsible for:

• To act as the first point of contact for students and learners for the portfolio of courses, providing information, advice, and guidance on routine matters and knowing when to escalate to others as appropriate
• To assist and support students and learners with activities to support their studies which could include registration and enrolment, engagement and interaction with Canvas (virtual learning environment), unit selection and creation and maintenance of student records
• To assist with the processing of applications and maintaining admissions records in line with specified criteria
• To provide administrative support for the team as directed by the Teaching, Learning and Student Experience Coordinator and/or Officer
• To generate bespoke correspondence, record replies and maintain accurate records as required

We welcome candidates who bring diverse perspectives, experiences, and approaches to their work.

About You

Candidates are expected to have experience of working in an administrative/customer support environment, answering queries by phone, email or web-conferencing and taking ownership of problems while maintaining appropriate levels of confidentiality. Experience of working with customers in support of online services and/or students within an educational environment would be an advantage, but not essential.

Candidates will need to work effectively as part of a team and have good general computing skills, particularly in the use of MS Word, MS Excel, MS Outlook, and online meeting software, and be prepared to undertake further technical training where necessary.

Essential Criteria:

• Experience of working in a team environment with the ability to be flexible and provide support for colleagues
• Experience of working with administrative processes
• Strong customer service experience, with the ability to be flexible and responsive to customer needs and the ability to provide information and guidance whilst maintaining confidentiality
• The ability to work independently, using own initiative, and to take responsibility for an area of work
• Good oral and written communication skills with an ability to deal with a wide range of people

Desirable Criteria:

• Digital literacy, strong IT skills and an ability to use the Microsoft Office Suite
• Good organisational skills, with the ability to prioritise multiple demands in a busy environment and meet deadlines
• Close attention to detail and the ability to maintain this on an ongoing basis whilst performing routine and/or repetitive tasks
• Good numeracy skills
• The ability, and a willingness, to learn new technologies and adapt to new ways of working

We value transferable skills and real-world experience as much as formal qualifications.

Our benefits include:

• Generous employer pension contribution
• Christmas closure across all departments outside of annual leave and bank holidays
• Purple Place employee discount platform

For more information, please see University of Manchester Benefits. You can also find information on our Flexible and Hybrid working here.

We are an open place of enquiry and challenge. We embrace and celebrate difference, diversity and debate, and we pride ourselves on being a place of education, learning and community where we are able, within the law, to question and test received wisdom, express new ideas and explore controversial or unpopular topics and opinions. Find out more from our Freedom of Speech Policy.

Enquiries about the role, shortlisting and interviews

Name: Kate Robinson

Email Address: kate.robinson@manchester.ac.uk

General enquiries and administrative support

recruitmentservices.people@manchester.ac.uk

Technical and job portal support

https://jobseekersupport.jobtrain.co.uk/support/home

This role is not eligible for Skilled Worker visa sponsorship. Applicants must demonstrate the right to work in the UK

Applications close at midnight on the closing date

Further particulars (with person specification) linked below