Job description

This post will play a key role at Greenwich Students’ Union in supporting students to stay and succeed at university.

The GSU Advice And Wellbeing Team runs an award-winning outreach support service which aims to help students to stay and succeed at Greenwich. A team of part-time student staff call 1000’s of students each term, supporting them to navigate University life, services and GSU. This role is excellent experience for any students looking to work in a helping role in the future (e.g. counselling, psychology, support work, customer support) or any role which requires communicating with people from a broad range of backgrounds. Successful candidates will support the award-winning team to deliver proactive supportive calls to students.

Duties and Key Responsibilities

This post holder will be part of the Advice And Wellbeing Team and will be expected to contribute to the department’s wider objectives and planning.

Delivery of Outreach

• Reach out to students by delivering outbound phone calls and taking inbound calls
• Ensure that the quality of personal outreach delivery is consistent and in line with the conversation structures to support students’ wellbeing
• Provide excellent support to students, at all times seeking to address students’ needs appropriately, clarifying information and providing appropriate solutions
• Carry out any additional outreach tasks as and when required

Signposting & Monitoring

• Keep accurate records of all calls and student outreach in line with provided data tools
• Meet daily and weekly targets set by the Manager for outreach calls
• Identify potential concerns from students and signpost students to the most relevant support pathway
• Closely monitor for any safety or safeguarding concerns from students, and escalate to an on hand professional in line with guidance

Personal Learning and Responsibility

• Undertake all training and development as required within the role
• Maintain healthy personal and professional boundaries when conducting outreach calls in line with training and guidance

Personal Specification

Experience

• Relevant experience working in a customer service or support service role
• Experience of time management
• Experience of working well within a team to achieve targets

Knowledge

• Clear and empathic communication skills, both over the phone and in written format
• Ability to troubleshoot difficult situations, and deal with them calmly, efficiently, and effectively.
• Sensitivity and understanding for others, utilising active listening skills
• IT skills at a level that supports logging of data, email, internet, and database.
• Time management and organisational skills.
• Ability to engage with new people and build rapport quickly.
• Self-motivated with the confidence to work alone but can also work co-operatively and flexibly as part of a team.
• Ability to stay focused and efficient in the face of changing priorities.

Education/Training

• No specific qualification is required, but evidence of an interest in the issues that students are facing is required.

Essential Personal Attributes and other requirements

• A role model who promotes high standards of ethics, integrity and honesty.
• Able to travel between campuses on occasion. Mainly based at Avery Hill – free inter-campus bus service available.
• Works well in a team with a flexible approach to work.
• An ability to apply awareness of diversity issues to all areas of work.
• Commitment to the values and ethos of GSU.

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