Operations Coordinator, Student Information Centre

To provide first point of contact for the University Student Information Centre and Warwick Conferences Reception. Responsible for the implementation and operation of all administrative services within the team, by providing a professional reception service to over 25,000 students and 100,000 conference delegates throughout the year. To supervise a support team of Operations Assistants. To personify the best possible image of the University through providing exceptional customer service.

Duties & Responsibilities

Reception Duties

• To provide appropriate services to all users of the service face to face, telephone or via computerised system and directing appropriately taking confidentiality and GDPR into consideration.
• Providing first line support and taking the appropriate action to manage incidents and make decisions out of hours for students showing signs of distress or anxiety etc. also dealing with customers who have complaints or need help and deciding best courses of action during evenings, weekends and when the University shuts down
• Accountable for assessing the level and type of response required from the enquirer and use judgement and expertise to decide on the appropriate help (e.g., assessing aggressive behaviour and escalating appropriately)
• Responsible for the supervision of up to 35 temporary staff and managing specific aspects of their on-the-job training & development, also responsible for allocation of work to the temporary staff whilst at the same time dealing personally with up to 100 enquiries a day (in person, email & telephone).
• Providing relevant up-to-date information in response to miscellaneous requests and enquiries (e.g., advising an international student on opening a bank account)
• Retrieval of student information via SiTs for all members of Warwick Accommodation, Student Finance, Senior Warden etc. as required
• Responsible for initiating and making decisions regarding complaints or emergencies and exercising judgement in taking appropriate action
• Using Kinetic Student to check in students into their assigned accommodation campus or off campus throughout the year.
• To be front line reception for all conference delegate accommodation bookings on behalf of Central Campus Venues during Easter and summer vacation. Using Kinetic Residential / Conferencing to check in up to 1200 delegates per day. Plus, all management and triage of all conference delegate queries using training and expertise to decide on the appropriate response
• Creating academic references for external companies via email request using the SiTs Production and SiTs Archive systems in accordance with GDPR requirements
• Creating status letters for students for Council Tax purposes, Police Registration, opening bank accounts, Visa/Travel requirements; checking travel documents when necessary.
• Working on behalf of the International Office out of the department’s office hours, being responsible for dealing with any immigration related queries.
• Producing landlord references for private estate agencies for those students opting to live off campus in private accommodation.

Systems and Information

• Utilising the current software systems, ensuring all systems are working effectively. (Kinetic, SiTs, eVision, SALTO, Membership Interface etc. reporting any issues to appropriate department or deputy manager.
• Responsible for the maintenance, recording and monitoring of confidential details (Vacation Accommodation) overseen by the Operations Deputy Manager – Student Service
• Keep all on/off campus bedrooms keys (7000 campus room, 93 off campus rooms), Residential Life keys (120 RLT rooms) secure and to issue and record when distributed.
• Preparing electronic key cards required for conference arrivals, student vacation accommodation daily during Easter and summer vacations.
• Respond and monitor the email accounts for Student Information Centre, Warwick Accommodation, Student Records, Warwick Conference Reception including assessing the level and type of intervention required from the enquirer, using judgement and expertise to decide on the appropriate response/course of action

Financial Administration

• Responsible for reconciling and banking of all payments including tuition and accommodation fee payments, vacation accommodation rent. Balancing daily revenue and preparing banking.

Office Duties

• Utilising the current software systems, Kinetic (student accommodation / delegate accommodation check in/out), SiTs, eVision (student records and finance), SALTO (electronic key access), Membership Interface (ID card system) to accomplish day to day tasks.
• Investigating on campus electronic key issues using the Salto system to locate and resolve the issue reported. Reproduce lost keys
• Supporting and building relationships with different departments (for example, Wellbeing Student Support, Residential Life Team, Student Funding and Finance, Admissions, Security, Warwick Accommodation, Warwick Event Manager, Campus Cleaning Services) regarding enquiries received via telephone, email, or face to face.
• General clerical duties including photocopying documents and signposting visa issues when necessary.
• Reproducing lost ID cards for all staff and students using the membership interface system.
• Support and work with temp staff regarding general reception processes.

Additional Duties

• Training of all new temporary coordinators staff and sign off training records.
• Working alongside and supporting other administrative support during busy times of the year when additional resource is required.
• Representing Student Information Centre during University Open Days and Departmental Open Days ensuring that prospective students and parents are aware of the services offered by the University.

Person Specification

The Person Specification focuses on the knowledge, skills, experience and qualifications required to undertake the role effectively. This is measured by (a) Application Form, (b) Test/Exercise, (c) Interview, (d) Presentation.

Essential Criteria 1Good educational background to A Level or equivalent. (a)Essential Criteria 2Previous experience of reception/ administration in a busy customer-facing office environment, hotel, or halls of residence. (a, c)Essential Criteria 3Excellent verbal and written communication skills. (a, c)Essential Criteria 4Ability to work as part of a team and to be able to work on own initiative, under tight deadlines and under pressure. (a, c)Essential Criteria 5Excellent organisational (including forward planning and preparation) and technical skills. (a, c)Essential Criteria 6Sound understanding of IT and communications technologies including Microsoft Office. (a, c)Essential Criteria 7Flexible approach to working hours and environment. (a, c)Essential Criteria 8Ability to co-ordinate and prioritise workload, manage resources and team processes. (a, c)Essential Criteria 9Experience of supervising a small team. (a, c)Desirable Criteria 1Working in a student facing environment. (a, c)