The Language Gallery (TGL) is a specialist institution that offers a Level 4 CertHE Business Management course to Widening Participation students in an agreement with St Mary's University, Twickenham.

The Certificate of Higher Education: Business Management course is Level 4 course for The Language Gallery. We offer students from a diverse range of non-standard backgrounds the opportunity to gain a Level 4 qualification then progress to employment or Year 2 of a business-related undergraduate degree. The School aims to create a supportive environment in which students can feel nurtured and encouraged to reach their potential, providing them with the technical, academic, business, professional, and social skills that will serve them in both university and workplace settings.

As part of the Global University Systems Group, we promote a Student Focus, Communication, Collaboration, Respect, Competence, Collaboration, Integrity and Entrepreneurship.

All of these are reflected in all staff members day to day activities.

Job Title: Academic Student Support Officer

Role Type: Permanent

Location: London

Salary: 25k-27k

Working Hours: 9-6

The Student Support Officer will be engaged in performing a clearly defined range of front-facing customer service and administrative tasks. The role holder will have excellent customer service to enhance the experience of TLG HE for all students as well as internal and external stakeholders.

This is the first and last point of contact for all students studying at TLG HE. The role holder will work collaboratively with other student support officers as a team to provide basic advice and referral to students. This position shall be the first point of contact for individual students, be responsible for the provision of day to day enquiry handling, and offer advice and support at the front desk. The Student Support Officer ultimately acts as a referral point, to provide students with support, guidance, information and impartial, confidential advice. This particular role is a part of TLG HE administration, which reports into the Student Services Manager.

The post holder will participate in team meetings and any training required and work with a hands-on approach to ensure, together with the other Team Members, the administration of TLG HE is smooth and fully compliant.

The pillars of TLG HE are:

-Student recruitment

-Student retention

-Student progression

-Student and staff satisfaction

Qualifications & Education

Essential

• A Level

Desirable

• Educated to degree level

Knowledge, Skills & Training

Essential

• Ability to work collaboratively in the team, under pressure and to tight deadlines
• Ability to exchange information verbally or in writing
• Ability to follow instructions, gain basic knowledge about routines and apply this correctly
• Good communication skills, excellent telephone manner
• Strong interpersonal skills
• Good business awareness and ability to communicate with a variety of people across different functions
• Excellent planning, organising and time management skills
• Exhibit professional standards of behaviour at all times
• Proficiency in Outlook, Word, Excel and PowerPoint
• Attention to detail and accuracy
• Ability to resolve student queries confidently and efficiently
• Identifies problems and test alternative solutions to achieve best outcome
• Always strives to improve performance, meet goals and produce results
• Understands students’ needs and respond promptly and appropriately
• Able to handle rejection

Desirable

• Full understanding of courses and units
• Professional customer service training
• Understanding of how processes can be improved to better level of service provided
• Professional training on MS Office Suite
• Understanding quality assurance regulations in the Education sector

Experience

Essential

• Previous experience in customer service
• Dealt with difficult customers
• Multi-tasking
• Excellent skills in Excel
• Producing reports on Excel or bespoke databases
• Data entry in a demanding environment
• Project management and supporting events and induction

Desirable

• Working in a similar environment
• Dealing with people from different cultures with language barriers in place

To apply, please send an up to date copy of your CV and Covering Letter stating out clearly how you meet the essential requirements or contact a member of the team to discuss further.

We acknowledge receipt of your resume for a position at Global University Systems and sincerely appreciate your interest in our company.

We will screen all applicants and select candidates whose qualifications meet our requirements. We will carefully consider your application during the initial screening and will contact you if you are selected to continue for the next stage of the recruitment process. We wish you every success.

Global University Systems is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, or religion or belief.