Job Purpose

The University of Glasgow’s Student Services Enquiry Team is looking to recruit a group of currently enrolled or recent graduates to join the Registration and Enrolment Support Team (REST) as front-line Support Assistants (Student Helpers). These individuals will offer support and help resolve queries for students completing online registration and enrolment via MyCampus.

Student Helpers will serve as the initial point of contact for students seeking assistance or additional information during the registration and enrolment process, from August through October. The role requires candidates to develop and maintain a broad understanding of university registration and enrolment-related matters.

Additionally, Support Assistants will need to be familiar with the Reach Out initiative, which provides access to various services across campus and collaborates with colleagues to deliver seamless support.

Main Duties and Responsibilities

1. First point of contact for students seeking assistance with online registration and enrolment via MyCampus, addressing queries and offering one to one guidance throughout the process.

2. Provide information and assistance to students who have submitted enrolment enquiries via the UofG Helpdesk (Ivanti) or our online chat system.

3. Identify complex or unusual queries and use judgement to resolve them or refer them to the right team.

4. Use student records systems (MyCampus) to diagnose and resolve or triage issues.

5. Process standard document requests (transcripts, certifying letters, campus cards etc), supporting the Student Services Enquiry Team to ensure document production meets set targets.

6. Provide general administrative support to the Student Services Enquiry Team and carry out any other duties which are appropriate to the post as may be reasonably requested.

This post is offered on a 3-month fixed term and part time (fractional) basis (no weekly minimum number of hours are guaranteed) for a minimum of 50 of hours from 18 July 2025 to 24 October 2025.

Hours may vary throughout the registration and enrolment period in order to meet demand and may include weekend or evening work, therefore there is a requirement for a flexible working pattern. Staff schedules are issued on a weekly basis.

Please note there is mandatory training (circa 28 hours in July 2025), attendance is required, the dates for these sessions are as follows:  25th, 29th, 30th, 31st July & 1st August. Applicants must be available to attend all sessions during the training programme.

Applications are restricted to current UofG students who will be continuing their studies with us during the next academic year or recently graduated student at University of Glasgow.

Hours may vary throughout the registration and enrolment period in order to meet demand and may include weekend or evening work, therefore there is a requirement for a flexible working pattern. Staff schedules are issued on a weekly basis.

Knowledge, Qualifications, Skills and Experience

Knowledge/Qualifications

Essential:

A1 Registered or recently graduated student at University of Glasgow.

A2 Ability to demonstrate the competencies required to undertake the duties associated with this level of post grained through working in a similar role or Scottish Credit and Qualification Framework level 4 in English (National 4) or equivalent, and experience of working in a similar role.

Desirable:

B1 Working knowledge of MyCampus or similar student records systems (specifically relating to registration and enrolment), preferably from staff perspective.

B2 Working knowledge and awareness of the UofG Helpdesk e.g. Ivanti, preferably with experience of staff and student analyst roles.

Skills

Essential:

C1 A proactive, flexible, and enthusiastic approach to work.

C2 Excellent customer service skills.

C3 IT skills to use basic Microsoft packages and University of Glasgow Helpdesk (Ivanti) to log and process incidents, requests, and to search knowledgebase.

C4 Able to direct and inform students effectively.

C5 Ability to make decisions on resolving enquiries.

C6 Able to deal sensitively with students using tact and diplomacy.

C7 High standard of accuracy and attention to detail.

Desirable:

D1 Able to multitask and work in a flexible manner.

Experience

Essential:

E1 Experience of working in a team environment.

E2 Experience of an office environment.

E3 Experience of providing a high level of customer service.

Desirable:

F1 Experience of working in a student support function.

F2 Recent experience of working in a customer-facing role.

F3 Experience of working in a busy environment and under pressure.

F4 Experience of using a Customer Relationship Management system.

Terms and Conditions

Salary will be Grade 3, £23,028 - £23,881 per annum, pro-rated to the number of hours assigned to, and worked by, you.

Closing Date: 23:45 12th June 2025

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University  https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.