Wellbeing Services Administrator Job Ref: LIB667 Service

JOB DESCRIPTION
Job Title:
Job Ref:
Service:
Campus:
Grade:
Salary Range:
Period:
Reports to:
Wellbeing Services Administrator
LIB667
Library and Student Support
Hendon
4
£22,388 - £25,576 per annum including London Weighting
Fixed term until end July 2015
Mental Health Manager
Overall Purpose:
Provide professional administrative support to the Wellbeing services
which includes Disability and Dyslexia service and Counselling and Mental
health team. Respond to enquiries on the phone, in person and by email
from applicants, students, staff and suppliers about support for students
requiring Wellbeing Services. There will be some evening and
weekend work. The post holder will predominantly work with Information
and Advice Service staff and activities, though at high volume periods, may
be required to work across to the Wellbeing Services strand of student
support services.
Principle Duties:
Communication:
 Respond to enquiries from students, staff and suppliers, on the phone, in person, and by
email about Wellbeing services.
 Booking appointments for screenings, diagnostic, needs assessments and counselling
appointments.
 Explain the processes and systems for registering with the Wellbeing services.
 Responding to routine emails to the generic accounts about funding enquires and support
 Processing timesheets and invoices, following up any queries with tutors, support workers
or suppliers.
Teamwork
 Work proactively and flexibly to ensure the team meets deadlines and results.
 Work collaboratively with colleagues within the team and the wider University, seeking to
quickly resolve any potential conflicts.
Liaison and Networking
 Liaising with internal customers, such as students and staff, and external bodies, such as
Student Finance England and the NHS Bursary Unit.
 Working with colleagues in the Library and Student Support Admin Team, to provide
accurate and timely financial information about support provided.
 Work closely with Examinations Office to ensure accuracy of information about disabled
students.
 Liaising with Schools and other support departments, for example, Registry.

Contribute to Open Days.
Service Delivery
 Deal with standard requests for information or the service from students, staff and service
providers in a helpful and responsive manner, for example, to book appointments and
clarify arrangements.
 Acting as the first point of contact for the service, triaging the enquiries and then referring
to someone within the Wellbeing team or externally, as appropriate.
 Contribute to the creation of accessible resources and information about accessing the
service, the range of support and the Disabled Students’ Allowance.
 Take ownership of the waiting lists for the counselling and mental health team.
 Input data on the database for all counselling enquiries.
 Keep accurate and up-to-date records of support and funding on the database and on
Excel.
 Able to interpret policy and advise others.
 Maintain strict confidentiality at all times when dealing with personal and sensitive data
and enquiries.
Decision Making
 Make decision about who students should see and refer queries to.
 Contribute to collaborative decisions about improvements in processes and systems for
the service.
Planning and Organising Resources
 Plan and organise own work within the frameworks of the service, ensuring the deadlines
are met with regard to finance.
 Organising meetings, for example between support workers and tutors, or for members of
the team and external visitors.
Initiative and Problem-solving
 Successfully resolve students’ queries, for example, about processes and working
practices, and as appropriate, referring on.
 Dealing with student issues, having to take decisions in the absence of line manager or
other relevant members of the team.
Analysis and Research
 Providing information to members of the team about for example, numbers of students
registered with the service, how many students require mentoring.
 Collating information for Data Subject Requests or with regard to complaints.
 Creating and maintaining databases, spreadsheets and providing information about the
Wellbeing service.
 Monitoring usage of services and providing statistics for line manager.
Sensory and Physical Demands and Work Environment
 Desk based role, using word processor, spreadsheets, sending and receiving emails and
inputting on and interrogating databases.


Inputting data into database, onto OPUS system and into spreadsheets.
Dealing with students who might be distressed.
Pastoral Care and Welfare
 Demonstrate a student-focused approach to supporting students with disabilities and/or
requiring emotional support.
 Show empathy and sensitivity to individuals who are in distress and initiate appropriate
actions which may involve external agencies.
 Compliance with HR policies and procedures.
Team Development
 Provide training and guidance to new members of staff who join the team, such as at
inductions for support workers, showing others how to use systems.
Teaching and Learning Support
 Introduce students, staff and support workers to information about the service and
processes, for example, at induction.
Expertise
 Excellent customer service skills. Good knowledge and experience of maintaining office
systems, and working within service frameworks. Knowledge of word processing, Excel
and email.
 Experience of working within the higher education sector is desirable.
 Willing to be trained on the role.
Other responsibilities
To undertake any other duties and specific projects as may reasonably be required by the Head
of Wellbeing services or Head of Student Information & Advice.
PERSON SPECIFICATION
Job Title:
Campus:
Grade:
Education
and
Qualifications
Knowledge
and
Experience
Skills and
Abilities
Wellbeing Services Administrator
Hendon
4
Essential Criteria
 Educated to A Level or equivalent
standard
 Demonstrable experience in similar role
 Experience of maintaining office
systems and working within service
frameworks
 Experience of providing excellent
customer service


Excellent verbal and written
communication skills
Problem-solving skills and work on own
Desirable Criteria


Knowledge of the Disabled
Students’ Allowance
Experience of working within
higher education




Personal
Attributes






initiative
Attention to detail
Able to interpret and explain complex
processes to others
Numerate with the ability to deal with
statistics and financial records
Excellent IT skills, including Word, Excel
and emails
Willingness to learn in-house systems
Team player with flexible approach to
work
Well organised and able to effectively
manage competing demands
Proactive and positive, student-centred
approach
Empathic and able to deal sensitively
with disabled students and/or students
in distress
Commitment to equality and diversity
and its practical implications
Selection of the best candidate will be based on an assessment against the Person
Specification in line with the University’s Staff Recruitment and Selection Policy
Hours:
35.5 hours per week, actual daily hours by arrangement. Some flexible
working involving weekend or evening work may be required.
Leave:
25 days per annum plus eight Bank Holidays and seven University days
taken at Christmas. Annual leave for part-time staff is pro-rata.
Flexibility:
Please note that given the need for flexibility in order to meet the changing
requirements, the duties / location of this post and the role of the post-holder
may be changed after consultation.
No Parking at Hendon campus: There are no parking facilities for new staff joining our Hendon
campus, except for Blue Badge holders.
Information on public transport to Hendon can be found here:
http://www.mdx.ac.uk/campus/campuses/docs/Hendon_campus_map.pdf
We offer an interest-free season ticket loan, interest-free motorbike loan, and bicycle and
motorbike parking and changing facilities.
The post-holder should actively follow Middlesex University policies and procedures and maintain
an awareness and observation of Fire and Health & Safety Regulations. Middlesex University is
working towards equality of opportunity. Flexible working applications (including part-time
working) will be considered.
If you wish to apply for this post please complete an application form found here:
www.mdx.ac.uk/jobs
Please return the completed application form to: recruit1@mdx.ac.uk or to The Recruitment
Office, Middlesex University, Hendon Campus, The Burroughs, London, NW4 4BT.
Please note that all incoming post to Middlesex University is opened and scanned by our
document handler, CDS, and then emailed to the recipient. If you do not want your application
form to Middlesex University processed in this way please email it to recruit1@mdx.ac.uk.
Closing date for receipt of applications: 27 February 2015
What Happens Next?
If you wish to discuss the job in further detail please contact Simon Cassar on (020) 8411 4717
or by email at s.cassar@mdx.ac.uk
If selected for interview, you will hear directly from someone in the Service Campus, usually
within 3 weeks of the closing date. If you do not hear from us you may assume that your
application was unsuccessful.