PLEASE NOTE: This is an internal advert and is open to current Oxford Brookes University staff only.
Oxford Brookes University is distinctive in nature. We are a modern and forward-thinking institution rooted in, and connected to, a city with a rich history of culture and learning. We are a globally recognised University focused on providing high-quality teaching, delivering impactful research and an excellent student experience. Our vision is simple: “shape tomorrow through our unique blend of the modern and the traditional, by embracing diversity, seeking out the new and excelling in education and research.”
Our people are at the heart of the University – our excellence in teaching, research and knowledge exchange depends on the engagement, capability and wellbeing of our people. We strive to create and encourage an environment where people have the opportunity to develop, progress and thrive.
In acknowledgment of our commitment to gender equality and progression, we proudly hold the Athena SWAN Bronze award, a testament to our unwavering dedication to creating an inclusive and equitable environment for all. Join us at Oxford Brookes University, where every step forward is a leap toward a brighter tomorrow.
The Role
The Directorate of Academic and Student Administration is recruiting an administrator for Student Support Services. This is a 1 FTE role but would consider a minimum of 0.8 fte, working Monday-Friday, five days a week for 6 months to cover a secondment. If you wish to apply as a secondment please speak to your line manager, in line with the university secondment guidance.
This post will be to provide a comprehensive, effective and efficient administrative and operational support service to Inclusive Support, Non-Medical Help (NMH) and Mental Health and Wellbeing Support areas of Student Support Services. To work across all areas and provide specialist administrative support to a specific service. To work collaboratively with internal and external professional services staff to enable students to engage fully with their courses, access their reasonable adjustments, fulfil their potential and complete their university experience.
You’ll work collaboratively with internal and external professional services staff to enable students to engage fully with their courses, access their reasonable adjustments, fulfil their potential and complete their university experience.
About the Team
Student Support Services is part of the wider Academic and Student Administration Directorate. The service provides comprehensive support for students throughout their academic journey. Our key areas include Inclusive Support, Mental Health and Wellbeing, and NMH support.
Our team works closely with students, academic staff, and external agencies to create a supportive environment where students can thrive and succeed. We are student-focused, compassionate, and committed to delivering timely, high-quality support.
What will I be doing?
- Respond to and resolve enquiries by interpreting the range of issues the student or member of staff is facing using problem solving skills and relevant knowledge
- Take responsibility for, manage and update all relevant information record systems, maintaining confidentiality in line with relevant legislation and internal protocols
- Manage and process cases using the secure online client management system (PCMIS) to ensure students are progressed efficiently and safely through the various Student Care Pathways (Mental Health and Wellbeing Support, Inclusive support, NMH)
- Be responsible for the processing of supporting documents sent in by students by using the client management system and University systems and create reports as required.
- Provide a customer focussed, sensitive and high quality administrative service, dealing with a range of enquiries covering all of the services that Student Support provides
- Liaise with practitioners in Student Support or other University staff in relation to student support concerns/welfare of students or in depth enquires about student support to minimise risk to students
- Respond to all first-line enquiries to those that present at Student Support Services or telephone or email inboxes (Student Support Services, Specialist Support, NMH and Inclusive Support) in a timely manner, communicating the nature of Student Support Services with accuracy and sensitivity.
- Escalate concerns about student safety/risk to the appropriate Head of Service and or individual practitioner in accordance with agreed risk protocols and standards
- Assist with the coordination and implementation of key administrative processes throughout the academic cycle, such as contact with prospective and current students, conducting service evaluations and managing service referrals to Student Support Services.
- Be mindful of the sensitive and confidential nature of the work in Student Support Services with reference to the confidentiality statement of each service and in accordance with data protection legislation and University policies.
- Respond in a proactive, calm and sensitive manner to those in distress (students/staff/visitors/parents/third parties), referring to an appropriate member of staff as required
- Take a proactive approach to general administrative duties to ensure the smooth running of Student Support Services, including providing flexible cover across teams as needed.
- Take responsibility for developing and updating, as necessary, Student Support web pages and other Student Support resources
- Manage workload and prioritise urgent enquiries whilst keeping to agreed service response times
- Assist with the production and updating of service specific process documents
- Make arrangements for meetings, take minutes and circulate as and when required.
What skills do I need?
Essential:
- A levels (or equivalent) or relevant work experience in administration
- Substantial administration experience in a busy, customer-facing environment
- Excellent IT and organisational skills
- Strong verbal and written communication skills
- Ability to work on your own initiative and as part of a team
- Ability to multi-task and prioritise workloads effectively
- Experience handling confidential and sensitive information appropriately
- A supportive and professional approach with a commitment to customer service.
About the location
Based at our Headington Campus, you’ll experience a vibrant campus atmosphere and benefit from our modern office environment. The campus is one mile from the centre of Oxford and is served by regular public transport.
This role is on-campus presence during all working hours (09.00–17:00, Monday to Friday) during semester time.
Equality, Diversity and Inclusion
At Oxford Brookes, inclusivity is one of our five guiding principles: we take positive steps to create an environment in which we celebrate, value and provide equal opportunity to all. We are committed to recruiting from the widest possible pool and welcome applications from all suitably qualified candidates who embrace our values, regardless of their background.
As a Disability Confident Employer, we guarantee to interview any disabled applicant who meets the essential selection criteria.
To email this role to a friend please copy and paste the link below:
