Student Services Apprentice (Level 3 Customer Service Specialist Apprenticeship) University of Essex

We are looking for two enthusiastic people to join our team delivering flagship services to our students. The student information team covers a wide a variety of enquiries across the whole student lifecycle, dealing with queries about documents, accommodation, registration and general information from students via live chat, email and in person.

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 16 Jun 2023

Apprenticeship summary

  • Annual wage

    £20,578.00

  • Working week

    Monday - Thursday 9.00am - 5.15pm and Friday 9.00am - 5.00pm with 1 hour lunch breaks.

    Total hours per week: 36.0

  • Expected duration

    18 Months

  • Possible start date

    17 Jul 2023

  • Date posted

    05 May 2023

  • Apprenticeship level

    Advanced
    Level 3 (A level)

  • Reference number

    VAC1000161562

  • Positions

    2 available

What will the apprentice be doing?

The main duties of the post will include: 

  • Providing a friendly and professional service to students and other enquirers, whether they visit in person, make their enquiry by email or phone, or use online services  
  • Learning how to advise students on a wide range of matters either resolving their query or providing an accurate referral to a specialist. Advice and information could be given in person, by telephone, or email 
  • Learning how to investigate a wide range of issues that may be presented in order to assist students to resolve their queries. This could include liaison with colleagues, other departments and offices within the university, for information or assistance 
  • Recording all student contact accurately using the customer relationship management system and use a range of other databases to investigate and resolve student queries 
  • Supporting the planning and running of events in the student services hub, including registration 
  • Contributing to keeping the desk and reception areas tidy, and information areas stocked and up to date. 
  • To be proactive in maintaining and developing areas of knowledge
  • To be proactive in participating in team activities, including positive contribution to team meetings and training sessions 

Further duties of the post once initial training has been completed may include:  

  • Learning how to advise students in matters relating to health and wellbeing 
  • To contribute to producing and maintaining student information team information resources and documentation 
  • To be responsible for liaison with one or more specialist areas inside or outside the student services hub to ensure that accurate information is provided and there is effective planning and learning from student queries
  • To assist with any other general duties as required by the student information team supervisor 
  • Any other duties as may be assigned from time to time by the academic registrar or the director of student life or their nominee(s) 

What training will the apprentice take and what qualification will the apprentice get at the end?

  • The apprentice will be working towards the Customer Service Specialist Level 3 apprenticeship standard
  • All delivered within the work place via online training and at Colchester Institute Campus

What is the expected career progression after this apprenticeship?

The Student Information Team offers a comprehensive induction and training package to encourage staff to fulfil their potential.  Essential on the job training is supplemented with exposure to a wide variety of teams and further career development opportunities.

Requirements and prospects

Desired skills and personal qualities

Communication skills, IT skills, Attention to detail, Organisation skills, Customer care skills, Administrative skills, Team working, Non judgemental, Patience, Acts with discretion, Committed to confidentiality

Qualifications

GCSE or equivalent 5 GCSEs including English and maths (Grade 9-4/A*-C) Essential
A Level or equivalent A levels/level 3 qualifications or work experience (Grade Pass) Essential

Things to consider

This role requires having a very flexible approach to working, it is predominantly office based using a laptop or pc at hot desks rather than being based at a static desk. We have three different service areas where we respond to students in person, via live chat, telephone and email. Staff rotate around these areas twice a day. Applicants should be willing to travel to our Southend and Loughton campuses once a term. Applications will be reviewed, and interviews scheduled, on a regular basis, whilst the role continues to be advertised. Applicants should be aware that the University reserves the right to withdraw this role at short notice if the positions are filled early.

About the employer

The University of Essex is situated in Essex with three campuses in Colchester, Southend and Loughton. It is ranked amongst the UK’s top 30 universities and has an incredibly diverse student community of more than 16,000 students from 140+ nationalities. The University of Essex encourages staff to fulfil their potential through our full programme of training and development. We offer a range of family friendly policies and employee benefits, and our firm commitment to equal opportunities is central to our work. We are also proud to be a Disability Confident Employer. Our staff and students work together in a research-led educational environment to inspire us to want to explore and embrace what we do not yet know. As an employer, we offer a range of benefits and a commitment to career development and equal opportunities in an environment that both reflects and creates a rich interaction of people, disciplines and ideas. When you come to work for us you join a top-ranking university committed to delivering a high-quality student experience in a friendly and supportive environment. Benefits of working for the University of Essex include: Generous holiday entitlement of 28 days plus a further 8 bank holidays and an extra 3 days Christmas closure, membership to an occupational pension scheme, employee assistance programme, a range of career-focussed training and learning activities, cycle to work scheme, onsite gym with staff membership options, and a voluntary health and dental insurance scheme.

Employer

University of Essex

Address

Wivenhoe Park

Colchester

Essex

CO4 3SQ

You must have JavaScript enabled to view a map of the location

Training

Training provider

COLCHESTER INSTITUTE

Contact

Colchester Institute - Apprenticeship Team

ci.apprenticeships@colchester.ac.uk

01206 712043

Apprenticeship standard

Customer service specialist

Level 3 (A level)

Employer's Application Instructions

This apprenticeship requires you to apply through the employer's website.

Apply now

Closing date: 16 Jun 2023