Welcome Desk Assistant

Welcome Desk Assistant

Job Purpose

As part of the help desk function, the post holder will ensure a friendly, welcoming, and informative central enquiry point for all our visitors. The team provide key services and support the general administration of Reading SU, including ensuring that our student groups (clubs and societies) have the tools they need to carry out their work.

Accountabilities

The key accountabilities of the post holder will be:

• To deliver exceptional customer service and to support all Reading Students' Union functions to do the same
• Deliver and improve key front-line help desk services for students
• Ensure effective management of enquiries and appropriate signposting to students and users of Reading SU
• To support the Welcome Desk and Facilities Manager in ensuring a consistent and seamless approach
• To ensure effective administration of student groups

Responsibilities:

Customer Service

• Provide a friendly, welcome and informative central enquiry point for all Reading Students' Union services, including at the main help desk, main phone line and digital enquiries
• Recognise the needs of a variety of stakeholders and deliver a bespoke, high level of customer service to all visitors.
• Meet and greet all visitors, providing initial welcome, dealing with student enquires directly wherever possible, triaging to other teams when needed
• Maintain up to date knowledge of the Reading Students' Union activities and services, and act as an ambassador by providing information about services and activities to others
• As part of a team, staff the help desk when necessary during semesters and holidays

Services for students and support for Student Opportunities administration

• As part of the Welcome team, administer and deliver on important services for students including, but not limited to:
  • Transport bookings
  • Post and deliveries
  • Record lost property
  • Locker Storage
  • Room bookings
  • Online ordering
  • Membership database queries/issues
  • Website Services

• Monitor the Student Opportunities inbox, responding and fielding enquiries as appropriate
• Work with the Student Opportunities Team to support student groups, build rapport with committees and support them to fulfil the practical aspects of their role, including but not limited to, approving website, election and product requests, overseeing the awards system and committee finances, supporting committee training, running election counts and checking risk assessments

Student Support

• Act as a front line for the Student Advice Service, triaging enquiries, identifying appropriate sign posting and relevant information and making bookings to see the team
• Provide an empathetic response to students who may be in distress
• Assist the team during peak demand times with administration support and booking management

Front of House

• Support key events as required, including but not limited to open days, democratic events, visit days and welcome events
• Act as an ambassador for Reading SU through providing information about services and activities

Health & Safety / Compliance

• Comply with all Reading SU health and safety guidelines
• Support the Fire Evacuation Officer in their duties in the event of a fire/fire drill
• Undertake such other tasks as may be necessary in order to achieve Reading Students' Union’s strategic aims
• Assist the Student Opportunities Team with staffing when needed during busy periods or due to staff absence

Please note this job description is not an exhaustive list of duties and may be reviewed in conjunction with the post-holders

Person Specification:

• Delivering high quality service to both internal and external customers in a busy environment
• Administrative experience
• Experience of managing and inputting data into Microsoft excel
• Experience of referring customers or students to relevant support services

• Excellent interpersonal skills
• Competent Word and Excel computer skills
• Good written and verbal communication skills
• Effective time management skills and able to take responsibility for workload
• Able to communicate clearly and confidently over the phone and through email

• Understanding of health and safety
• Finance administration

• Friendly and flexible attitude
• Ability to work well in a team
• Organised approach
• Ability to work with the changing demands of student groups and use own initiative
• Able to work under pressure and to deadline

Welcome Desk Assistant

Students’ Union Building, Whiteknights, Reading, RG6 6EH

Up to a maximum of 20 hours per week

£12.71 per hour

Support Services

Sr. Welcome Desk Coordinator