About the Role

You will work within the Students in Secure Environments Team (SiSE) to help students and prospective students make study choices that will lead to successful progression, qualification completion and customer satisfaction.

It is anticipated that a hybrid working pattern can be adopted for this role, where the successful candidate can work from home and the office. However, as this role is contractually aligned to our Milton Keynes office it is expected that some attendance in the office will be required when necessary. We'd expect this to be a couple of times per year and in response to business needs.

Key Responsibilities

• To provide proactive support, working within our Milton Keynes SiSE centre, through provision of complex advice to enquirers and students on a wide range of queries to maximise students success. To also act as a point of contact for reactive queries and requests for advice and support received via a variety of channels.  
• Where necessary to refer on to other staff with specialist expertise, as part of the Information, Advice and Guidance model, making interactions with the SiSE team and The Open University as effortless and seamless as possible. 
• To concentrate on the delivery of expert advice with a focus on the SiSE curriculum and programme. 
• To provide complex and/or curriculum related advice to support enquirers and students in registration and study with The Open University, through both proactive and reactive contact via a number of channels including inbound and outbound phone calls, emails, letters and face to face:
  • Act as first point of referral, including hot transfers and pre-booked appointments, for enquirers and students requiring complex advice and information using judgement and expertise to assess queries and ensure that guidance are identified and addressed, referring on here appropriate.
  • Act as first point of referral for enquirers and students who may present with challenging issues and/or behaviour i.e. where a student is distressed because they have missed a deadline that is critical for their studies.
  • Advice provision will focus on, but not be limited to the Students in Secure Environments area
• This will cover a range of matters across the student lifecycle from choice of qualification, career based enquiries, change of study intention, to TMA (tutor marked assignments) extensions and tutor referrals.
• To undertake associated administrative and operational processes to action student and appropriate stakeholder requests.
  • Accurately record and maintain student and enquirer details on University and databases.
  • Ensure all work is carried out to required standards.
  • Ensure that complex guidance needs and issues are identified and met, referring/transferring calls appropriately and effectively to other specialist staff as part of an Information Advice and Guidance model.
  • Where appropriate or necessary, book follow up appointments for these specialists at times convenient to students and enquirers. 
• To work as part of a flexible operation to provide support and answer queries from students, appropriate stakeholders and Associate Lecturers within agreed timescales. To ensure that all activity is dealt with promptly and effectively and within agreed Service Levels.
  • Participate actively in the achievement of agreed service standards.
  • Contribute to the regular monitoring and review of these standards.
  • Exercise judgement in dealing with complex issues, interpreting and applying guidelines with initiative whilst operating within defined boundaries. 
• To assist proactively in the development and continuous improvement of good internal and inter-team working and service provision. 
  • Attending and actively participating in team meetings and developmental activities.
  • Contributing to business improvement ideas and initiatives, making recommendations to Managers as appropriate.
  • Showing initiative in helping the team to run smoothly and working with and supporting other teams as required. 
  • Engage actively in the support and development of new team members. 
  • Contribute to the development of effective team delivery relating to Information Advice and Guidance.
  • Undertaking other activities as directed by the Manager.

Skills and Experience

• A good standard of general education including GCSE Maths and English at Grade C or above or equivalent.
• Experience of answering and actioning complex and diverse queries, using a wide range of information sources. 
• Experience of providing information and advice, and the ability to transfer this experience to a higher education context.
• Ability to maintain own knowledge bank in a coherent and systematic way and carry out research as necessary.
• Ability to identify deficiencies in information sources and take proactive measures to improve and enhance clarity and accuracy for the service as a whole. 
• Good communication skills: both oral and written, with effective telephone techniques and the ability to explain policies and procedures in plain English as well as to write clearly, succinctly and correctly in plain English. 
• Good interpersonal skills; including active listening skills and the ability to respond to identified needs through the use of varied questioning techniques.
• Flexibility; including adaptability to changing circumstances, duties, work practices and systems and a commitment to ongoing development with the ability to demonstrate a rapid understanding of newly presented information.
• Good planning and organisational skills; including the ability to cope with heavy workloads and to meet deadlines, working productively and accurately in a high pressure environment.
• Good negotiating skills.
• An ability to deal with and follow complex information and procedures; using initiative and judgement in problem-solving, whilst recognising boundaries.
• Strong IT skills; including use of standard Microsoft Office packages, and the ability to learn to use a range of internal and commercial systems.
• An understanding of team working and the ability to work effectively as part of a team.
• An understanding of Equal Opportunities (EO) issues and a commitment to equal opportunities and diversity.  
• Commitment to excellent customer service and continuous improvement. 

Essential Requirements

As part of the application process, you will be expected to submit your CV and a separate Supporting Statement (maximum of 1000 words) that demonstrates how you meet the essential criteria listed above. 

*Early Close:  We reserve the right to close adverts sooner than the closing date.