Job description

Job Purpose

• To deliver a high quality Front of House service for GSU at Greenwich, offering excellent customer service as the initial point of contact for students, staff, stakeholders and public.
• To provide effective signposting to departments within the Students’ Union and university services
• To provide administrative support to the Engagement & Opportunities team and maintain accurate records
• To take responsibility for maintaining Students’ Union-run spaces at Greenwich

Reports to:

Engagement & Opportunities Manager (Greenwich)

Responsible for:

Supporting occasional student staff and UoG ambassadors

Location:

University of Greenwich, Greenwich Campus, Dreadnought Building with occasional travel to other sites as required.

Department

This role sits within the wider Membership Services department, together with other key areas consisting of; Activities, Sport, Academic Communities, Representation and Democracy, we provide a high-quality service for students, that they can shape, steer and be at the heart of.

Duties and Key Responsibilities

Deliver a High-Quality Front of House Service

• Maintain a professional front of house service, providing fantastic customer service year-round to students, staff, university stakeholders and visitors to GSU
• Maintain responsibility for the GSU Welcome Desk, ensuring the space remains clean, tidy and presentable
• Effectively handle enquiries in person, via email and telephone, signposting appropriately in a timely, professional and friendly manner.
• Maintain Front of House systems to ensure information is up to date and relevant for specific campus needs, enquiries and programmes
• Develop online spaces to ensure students can access information to resolve queries
• Work closely with Front of House at Medway and Avery Hill to ensure consistency in quality of service across all campuses.
• Remain abreast of latest trends to ensure continuous improvements to meet the needs of our service users.

Coordinate Room Bookings and Facilities

• Work with the Engagement & Opportunities team to schedule bookings for students, staff and stakeholders in GSU-operated facilities
• Manage the GSU room booking system, including approving day to day meeting room requirements, ensuring a responsive service for users
• Ensure spaces are maintained in an appropriate way for upcoming bookings, support in set-up or rearrangement of rooms and reporting any issues.
• Monitor and report on GSU facilities use, reviewing processes and systems to ensure a high quality user experience
• Work with the Sales and Events team to ensure the needs of external clients in GSU rooms are met

Office Assistance

• Ensure office spaces are kept tidy, safe and well-maintained, liaising with relevant support staff and suppliers.
• Take responsibility for inventory of all project equipment resources, including, Global Greenwich, GSU Move, Give It A Go and any other GSU related projects.
• Ensure all promotional materials are up to date and have relevant QR codes, links or information attached.
• Undertake training as a First Aid and Local Safety Officer
• Promptly report any maintenance or repair issues with items such as the printer/photocopier, social games within the campus they are based at
• Support GSU departments with admin tasks, including taking payments and issuing memberships
• In line with GDPR regulations - ensure you are treating any personal, information confidentially
• Elements of finance and administration, post handling, training and development, customer care and health and safety to all staff.

General Responsibilities

• Represent and be an ambassador for Greenwich Students’ Union
• Be flexible and carry out other associated duties as may arise, develop or be assigned in line with the broad remit of the position
• Maintain and improve competencies through continuous professional development
• Abide by organisational policies, codes of conduct and practices
• Support and promote diversity and equality of opportunity in the workplace
• Treat with confidentiality any personal, private or sensitive information about individual organisations and or clients or staff and Project data
• Any other duties commensurate with the accountabilities of the post

Personal Specification

Experience

• Experience of administration and organisation of meetings and people
• Experience developing and maintaining effective systems for collecting, collating and reporting information
• Experience of delivering quality customer service in a large, fast paced environment
• Experience working with a range of stakeholders and partners

Skills and abilities

• Clear communication skills face to face and on the phone or email.
• Ability to troubleshoot difficult situations, and deal with them calmly, efficiently and effectively.
• Writing skills – produce basic reports and ability to write succinct documents according to instruction.
• IT skills at a level that supports report writing, email, internet and spreadsheets.
• Time management and organisational skills.
• Ability to engage and motivate others.
• Self-motivated with the confidence to work alone but can also work co-operatively and flexibly as part of a team.
• Ability to stay focused and efficient in the face on changing priorities day to day.
• Enthusiastic and able to take initiative during busy periods.

Knowledge

• Basic knowledge of Microsoft Excel, Word and Outlook
• Some understanding of a Students’ Union and University environment
• Demonstrated understanding of the importance of confidentiality.

Education and Training

• No one specific qualification is required,

Personal attributes and other requirements

• Able to travel within the Borough and Region, if required
• Able to work some evenings and weekends and stay overnight where necessary
• Commitment to working in a democratic environment with a helpful, friendly and welcoming attitude
• Strong organisational and planning skills and good time-management skills
• Ability to work independently or as part of a team
• Good interpersonal skills and the ability to communicate effectively both verbally and in writing
• Commitment to the principles and practice of equal opportunities and to working in a diverse workplace