THE OPEN UNIVERSITY (Based in Manchester)

Student Registration & Enquiry Service Service Co-ordinator (Ref: 2897) Full-time, permanent Salary: Grade 7 - 26,402 - 31,525 per annum FURTHER PARTICULARS
CONTENTS CHECKLIST You should find enclosed the following: Unit Information Regional Information Duties Benefits and Facilities (Extracts from Terms and Conditions of Service) How to Apply Application Form

IF ANY OF THE ABOVE ITEMS ARE MISSING PLEASE CONTACT: Sue Dibben The Open University in the North West 351 Altrincham Road Sharston Manchester, M22 4UN Telephone: 0161-955 6955 E-mail: r08-recruitment@open.ac.uk

UNIT INFORMATION Student Services The Student Services Unit is responsible for the provision of educational and administrative services to students and for the recruitment, staff development and supervision of Associate Lecturers. It is the largest Unit of the University with an annual budget of over 75 million. More than 1,100 salaried staff and an additional 7,500 Associate Lecturer staff are located within the Unit at: four central functional sub-units based at Walton Hall, Milton Keynes the Universitys 13 regional centres through the UK.

Central Sub-Units Following a review by the PVC (Students) and the University Secretary, the Student Services Unit is introducing changes to the way it is organised and managed, in order to improve efficiency and make maximum use of the resources available to it. Activity and staff are now organised on a functional basis and this post is part of that reorganisation. The four functions are: Student Recruitment and Retention Teaching and Learner Support Assessment, Credit and Awards Regional Collaboration and Partnerships. Each of these functions is headed by a senior member of Student Services staff. These four Heads of Functions, together with the Director (Students) constitute the Student Services Executive. Other senior staff of the Unit include the Regional Directors. Student Registration & Enquiry Service (SRS) The post holder will be based in the Student Registration and Enquiry Service (SRS) in Manchester. The SRS is based in Milton Keynes, Nottingham and Manchester and is responsible for supporting Open University enquirers and students from initial contact through to their course start. The SRS aims to focus on the needs of individual students, offering an impartial and confidential service which is accessible to everyone who seeks to use it. The post holder will have a key role in developing and maintaining excellent standards of customer service in the SRS locations. S/he will work closely with Centre Managers, Business Managers, Service Co-ordinators and Team Leaders in the SRS to identify and meet individual and generic training needs.

REGIONAL INFORMATION Region 08 - Manchester The Open University in the North West This post is based in the Universitys North West Region which is located at 351 Altrincham Road, Sharston [the A560 close to junction 3A (the Gatley/Altrincham roundabout) of the M56]. The region is responsible for the on course support of students, once registered..

DUTIES
STUDENT SERVICES SERVICE CO-ORDINATOR (Ref: 2897) The Student Registration and Enquiry Service is responsible for developing and maintaining excellent customer relationships, supporting Open University enquirers and students from initial contact through to their course start. Service Co-ordinators are key members of the Student Registration & Enquiry Service and will be instrumental in helping to create and develop a high quality, dynamic service which has excellence in customer service as its primary objective. Service Co-ordinators will act as role models for all staff and take responsibility for all aspects of the customer experience within the Service from initial enquiry through to registration, ensuring high customer satisfaction. BRIEF OUTLINE OF JOB 1. Manages and co-ordinates the work undertaken by all of the teams within their location to ensure the achievement of appropriate quality standards. 2. Ensures that all operational and business procedures are utilized effectively by all staff within their location and that the activities of the staff match the business objectives of the service. Works with Service Co-ordinators across the service to ensure consistency of practice and procedures and to secure the development of good internal working relationships across the whole of the Service.
3.

Acts as line manager to the Team Leaders and Team Co-ordinators in their location.
4.

5. Supports the Student Service Managers in the development of appropriate policy, practices and procedures for the Service. 6. Proactively participates in the regular, ongoing review of the Service and contributes to the continuous improvement of the business processes. 7. Deals with complex queries and complaints from applicants and students.

8. Is responsible for the recruitment, induction, training and development of staff within the service. 9. Takes responsibility for significant areas of business practice for the Service as a whole. 10. To undertake any other duties commensurate with the post SPECIFIC RESPONSIBILITIES 1. Manages and co-ordinates the work undertaken by all of the teams within their location to ensure the achievement of appropriate quality standards.

Manages day to day activities within the Service ensuring that deadlines are met and agreed standards of service are maintained. Ensures that all staff are aware of the service standards set and have appropriate mechanisms and skills to support their effective implementation. Conducts routine quality checks on work undertaken and implements strategies for improvement. Uses personal initiative and judgment to prioritise team workload, anticipates future workload and manages human resources accordingly. Responsible for approving, recording and monitoring requests for leave from staff in their location taking account of operational needs across the Service. Uses University databases and various intranet and web resources to support the Service. Liaises, where appropriate, with other University departments to ensure that full, accurate and student focused responses are provided. Works closely with other University departments to ensure a clear understanding of responsibility for responding to particular customer issues.

2. Ensures that all operational and business procedures are utilized effectively by all staff within their location and that the activities of the staff match the business objectives of the service.

Maintains an awareness of the range of OU courses, programmes, awards and services. Uses University systems to monitor and support business activities and ensures remedial action is taken where necessary. Ensures all staff understand and follow procedures to protect the integrity of student related data on University systems. Works with Service Co-ordinators across the service to ensure consistency of practice and procedures and to secure the development of good internal working relationships across the whole of the Service.

3.

Works closely with Service Co-ordinators in other locations to compare and monitor service levels, ensuring consistency of response across the Service, and compliance with procedures. Works with the Service Co-ordinators to ensure continuous and effective communication between all staff within the Service Takes responsibility for ensuring effective working relationships between staff at all levels within the Service.

4.

Acts as line manager to the Team Leaders and Team Co-ordinators in their location.
Supports Team Leaders and Team Co-ordinators in planning and scheduling of

team workloads.

Supports and coaches the Team Leaders and Team Co-ordinators in their

management role.

Organises regular team meetings and team building sessions with the Team

Leaders and team Co-ordinators.

Is responsible for the support and development of Team Leaders and Team Co-

ordinators and for conducting annual CDSAs.

Acts as a role model for staff, demonstrating commitment and excellence in customer service and inspires others towards the achievement of business goals. 5. Supports the Student Service Managers in the development of appropriate policy, practices and procedures for the Service.

Liaises with the Student Services Managers on strategies for efficiently managing the activities and processes of the Service. Ensures effective communication with Student Services Manager to facilitate the effective functioning, quality and development of the Service. Deputises for and represent the Student Services Managers both within their location and at University level where necessary.

6. Proactively participates in the regular, ongoing review of the Service and contributes to the continuous improvement of the business processes. Is alert to and continuously considers the appropriateness of the business practices and makes suggestions and implements changes where necessary. Identifies areas and/or activities requiring new or amended procedures taking into account internal and external customer feedback. Where appropriate, co-ordinates working groups to review systems and procedures and to document and implement changes.

7. Deals with complex queries and complaints from applicants and students.

Takes responsibility for ensuring the Service deals appropriately with enquiries and customer concerns in accordance with University guidelines. Accepts ownership of issues where appropriate and acknowledges own role in seeking solutions. Takes initial responsibility for the investigation and response to student complaints and for ensuring processes are adjusted where appropriate.

8. Is responsible for the recruitment, induction, training and development of staff within the service.

Drafts and updates job descriptions and person specifications for all clerical staff within the Service. Working closely with the recruitment Coordinator, drafts job advertisements, shortlists and interviews candidates and, in liaison with other Service Coordinators, advises on suitable salary levels. Forecasts temporary staffing needs and monitors the use of existing temporary staff and redeploys as necessary. In liaison with other Service Co-ordinators, devises, implements and maintains appropriate induction, training and development strategies for all clerical staff.

9. Takes responsibility for a significant area of business practice for the Service as a whole. Is responsible for a specific business activity or process within the Service and for its effective day to day management e.g. telephones, systems, training and development. Is responsible for the effective communication and dissemination of information relating to their specialist area or activity. Liaises with Student Service Managers to ensure appropriate resourcing and consistency of practice within the specialist area or activity.

10. To undertake any other duties commensurate with the post

PERSON SPECIFICATION: Skills/Experience Educational qualifications Work Experience Essential

At least one GCE A level or equivalent and GCSE (grade C or above) or equivalent in Maths and English 1. At least 5 years experience in a variety of computer systems, based in an office environment. 2. At least 5 years experience in a senior supervisory / managerial role. 3. Significant experience within a customer focussed environment 4. Experience of organising a range of different activities, demonstrating the ability to plan and control. 5. Experience of producing complex written procedures for others. 6. Experience of working co-operatively with others to achieve organisational goals. 7. Experience of organising staff and complex operations to deadlines. 8. Experience in monitoring work standards. 9. Experience in training and coaching staff. 10. Experience in the use of new technology such as email, IT packages and management information systems. 11. Experience of dealing and liaising with staff at all levels. 1. 2. 3. 4. Ability to communicate both orally and in writing. Organisational and motivational skills. Ability to take initiative and exercise personal judgement. Understanding of good team relationships and an appreciation of the rights and responsibilities owed to colleagues. 5. Appreciation of customer needs. 6. Ability to demonstrate numeracy and an appreciation of the importance of accuracy, including in fee related work. 1. 2. 3. 4. Flexibility and responsiveness of approach. Enthusiasm in supporting and developing others. Enthusiasm in IT developments. Welcomes new challenges in a constantly changing environment.

Desirable
Knowledge of OU systems Experience of supervising a large number of staff Experience in decisions regarding the deployment of human resources. Experience of dealing with difficult and complex queries.

Personal Skills

Able to demonstrate an appreciation of skills required for team building. Able to show sensitive appreciation/ understanding of how to resolve difficult staffing issues. Previous experience of figure work and fee reconciliation Interest in problem solving. Experience in staff development. Previous involvement in IT systems developments.

Personal Qualities

The post holder may be required to work the occasional evening or Saturday in accordance with staffing cover and the needs of the business.
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BENEFITS AND FACILITIES The details below provide a flavour of staff benefits and facilities. available when you join us. Full details will be

Hours The contractual working week for full-time staff is 37 hours. A minimum lunch break of 30 minutes per day must be taken. Staff Development We have a strong commitment to providing training and development in and beyond your current role. This includes thorough induction into the organisation and regular reviews of your training and development needs. The objective is that all staff should undertake at least five days development activity in each year this may include attendance at formal courses or other learning e.g. use of self-study material. We invest substantial time and money in our staff development provisions and we waive fees for staff wishing to study most of our own courses. Leave The annual leave entitlement is 33 days in addition to all bank and other public holidays and an additional 3 days at Christmas when the University is closed. Pension Schemes Staff have the option of contributing to a Final Salary pension scheme and the University contributes around 14% of salary. Full details will be sent with any offer of employment but any preliminary enquiries should be addressed to the Pensions Section, Personnel Division (01908) 652431 or 652957. Family Friendly Policies Female staff are entitled to maternity/adoption leave for a period of 26 weeks, with full pay for the first 18 weeks, subject to minimum service conditions. Female staff have the right to return to work at any time within 52 weeks of the maternity leave start date, again subject to certain conditions. Male staff are entitled to a maximum of 10 days paid paternity leave in connection with their wifes/partners confinement in any one leave year in addition to normal leave entitlement, again subject to certain conditions. Pre-School Childcare Subsidy; We have a means-tested childcare subsidy scheme. Those eligible are provided with a Childcare Voucher that can be used as part payment for the care of children under 5 years of age. For further information about the scheme contact the Personnel Division on (01908) 655050. Facilities Catering facilities to prepare meals, snacks and drinks Open University Club (offering a number of club and society events, sports and social outlets). Occupational Health Department (located in Milton Keynes) provides professional advice to individuals and managers on all work related health issues. The Manchester regional centre is a new modern self contained three storey office block divided into shared and open plan offices all of which are well equipped with modern computing and word processing facilities. Excellent car parking facilities are also provided. Smoking Policy Please note that smoking is banned in the Regional Centre.

HOW TO APPLY Completing the application form It is in your interest to show how your experience and personal qualities address the person specification and the role of Service Co-ordinator. To do this: Please ensure you complete all sections of the form in full. You are welcome to enclose a curriculum vitae, but CVs will not be accepted on their own. You are asked to include a covering letter setting out in no more than 300-400 words the background and skills you would bring to the post. Your letter will form a part of the selection process and will help us assess your ability to meet the criterion for effective communication in writing. The letter is an important part of your application and if you fail to do this you will not be considered for shortlisting. Applicants are required to submit an application form, marked Confidential to: The Centre Manager Student Registration and Enquiry Service The Open University in the North West 351 Altrincham Road Sharston Manchester M22 4UN. All candidates will be notified in due course of the outcome of their application. Closing date for applications: 4pm on Tuesday 29 August 2006. Applications received after this date will not be accepted. Interviews will be held in Manchester during the week commencing 18 September 2006.

Special Arrangements for Interview Candidates will be asked to carry out an activity/exercise on the day of their interview as part of the selection process

R08/HV/jc/FP S6 Service Coordinator Jan05.doc/24.01.05