Front Line Support Assistant - Student Helper
Front Line Support Assistant - Student Helper
- Posted 11 May 2026
- Salary UofG Grade 3, £24,685 - £25,249 per annum, pro-rated to the number of hours assigned to, and worked by, you.
- LocationGlasgow
- Job Type Management Professional & Administrative
- Reference198955
- Expiry 25 May 2026 23:45
Job description
Please note this vacancy is only open to currently registered, or recently graduated, students at the University of Glasgow.
Job Purpose
The University of Glasgow Student Services section is seeking to recruit a team of currently registered or recently graduated students to fulfil the role of Registration and Enrolment Assistants for the Registration and Enrolment Support Team (REST), providing support and query resolution to students undertaking online registration and enrolment through MyCampus.
Assistants will provide a first point of contact for students needing assistance or requiring further information as they complete registration and enrolment throughout August to October. The post-holders will be required to develop and maintain a breadth of knowledge regarding university registration and enrolment related issues.
Assistants will require an awareness of Reach Out activity which provides access to services and work with colleagues across the University to provide seamless support.
Main Duties and Responsibilities
1. Provide information and assistance to students who have submitted enquiries via the UofG Helpdesk (Ivanti) or online chat system and resolve routine enquiries at the first point of contact. Other avenues of support will include staffing a customer facing service desk and helping students one to one with enrolment enquiries.
2. Identify more complex or non-standard queries and apply initiative and judgement to resolve or escalate to the appropriate specialist team.
3. Assist students and provide support throughout the processes of registration and enrolment.
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 and Academic Services and carry out any other duties which are appropriate to the post as may be reasonably requested.
Knowledge, Qualifications, Skills and Experience
Knowledge/Qualifications
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, providing direct support, advice, and guidance, as appropriate, whilst also ensuring that students are aware of their responsibilities and actions to be taken.
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 call management or CRM system.
Terms and Conditions
Salary will be Grade 3, £24,685 - £25,249 per annum, pro-rated to the number of hours assigned to, and worked by, you.
This post is open ended and fixed term for a minimum 50 hours over the duration of the 14 week fixed term period from 17 July 2026 to 23 October 2026.
Successful applicants must be available to attend mandatory training on Friday 24 July and then Tuesday 28 to Friday 31 July 2026.
Closing date: 24 May 2026
As a valued member of our team, you can expect:
3 A flexible approach to working.