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Purpose of Role

The post is an administrative and student support role within the Student Service Centre (SSC).

The specific role of the postholder is to provide a helpful, professional and coordinated approach in support of, and advice to, students, specialists within the Service, academic and administrative staff across the University and external contacts.

This position requires strong attention to detail and effective communication. The Student Service Centre Admin Assistant assists in general enquiries, explains University rules, policies and procedure, and performs administrative duties, such as composing replies, preparing reports, and processing requests for letters, transcripts and attestation.

The postholder will work as part of the Student Service Centre and Student Records teams under the direction of the Head of Registry and Student Services.

Summary of Key Duties and Responsibilities:

The postholder will carry out defined tasks as a member of the SSC team and assist with, and support all major activities organised by the Service and provide a high level of student-facing support services including:

• Provide professional customer service in all interactions.
• Act as first point of contact for students visiting/contacting the SSC and manage enquiries or refer on to appropriate colleagues
• Provide information about the full range of services relevant to students, including enrolment, exams, ID cards, transcripts and certification letters, graduation applications and all other general enquiries.
• Assist with University enquiry management systems including support for the SSC webmail, Student Services helpline and askMyHW (SID)
• Provide support for Graduations
• Provide support for updates to the Student Records System (SAS), maintaining quality of the data
• Develop own knowledge and experience to become a customer service expert and ensure best practice is maintained
• Fulfill requests for transcripts, letters, attestation, and other academic services.
• Process the submission of documents and service requests from students, such as completed University forms and assignments/courseworks. Ensure each submission is correctly recorded and directed to the relevant recipient/staff.
• Maintain clean and orderly Student Service Centre areas.
• Help with planning, preparing and implementing various Registry and Student Support events, such as induction, enrolment and graduation.
• Maintain confidentiality of University and student records.
• Other duties as assigned to support the mandate and goals of the Registry and Academic Support Directorate.

Please note that this job description is not exhaustive, and the role holder may be required to undertake other relevant duties commensurate with the grading of the post. Activities may be subject to amendment over time as the role develops and/or priorities and requirements evolve.

Education, Qualifications & Experience:

Essential * Literacy and numeracy skills equivalent to SCQF Level 5 or similar or equivalent experience

• Experience of working within a similar environment as outlined above
• Competent in the use of relevant IT packages
• Well-developed interpersonal skills
• Demonstrable professional and proactive approach
• Demonstrable ability to work quickly, flexibly and accurately in a dynamic, changing and pressured environment
• Demonstrable provision of excellent customer service

Desirable * Educated to SCQF Level 6 or equivalent qualification

• Working in an administrative role in higher education
• Knowledge of Banner Student Records system

At Heriot Watt we are passionate about our values and look to them to connect our people globally and to help us collaborate and celebrate our success through working together. Our research programmes can deliver real world impact which is achieved through the diversity of our international community and the recognition of creative talent that connects our global team.

Our flourishing community will give you the freedom to challenge and to bring your enterprising mind and to help our partners with solutions that can be applied now and in the future. Join us and Heriot Watt will provide you with a platform to thrive and work in a way that also helps you live your life in balance with well-being and inclusiveness at the heart of our global community.

The appointment is conditional upon successful completion of all Labour and Immigration formalities.

Heriot-Watt University