Job title: Administrator Band: 2 Group: Work location: Responsible to: Resources Gloucester Business Support Manager Job purpose The post of Administrator will provide a full range of administrative support for tasks undertaken by the Business Support Team, working in collaboration with colleagues while retaining a collective responsibility to achieve business objectives. Administrators will have administration responsibilities in key areas of work as identified by the Business Support Manager, ensuring the delivery of excellent customer service to QAA's internal and external customers. Main duties and responsibilities Provide proactive personal assistant and administrative support in relation to all tasks as outlined by the Business Support Manager and Lead Administrators. Provide administrative project support for various project activities undertaken by the Business Support Team. Provide reliable reception and enquiries cover, ensuring all relevant processes are maintained and performed professionally. Effective coordination of event preparation and documentation for various external events using internal systems to manage and produce timely information. Develop and maintain a sound understanding of the work of QAA as relevant to the Business Support Team. Provide support/cover across all core work areas that the Business Support Team has responsibility for, where necessary, to ensure continuity of workflow and consistency of support. Work effectively with other teams to ensure administrative processes are streamlined, supported and effective. Develop effective and professional relationships with colleagues, both internally and externally. Develop and maintain an up-to-date knowledge of event processes and administration requirements. In addition to the main duties above, administrators will have responsibilities and duties for one of the core working areas set out below.
Administrator - Core Administration Provide personal assistant support to relevant senior colleagues, including: - manage Outlook calendars - monitor and prioritise emails and incoming post, distributing to colleagues - manage telephone calls, screen incoming calls and relay messages as required - coordinate internal and external meetings, taking responsibility for booking venues, conference facilities, and travel and catering arrangements, adhering to QAA policy. Provide proactive administrative support for meetings, including collating and distributing documentation and taking meeting notes/minutes. Arrange UK and overseas travel and accommodation, taking into account visa, immunisation, passport, identity verification and other requirements as they arise. Administrator - Events Provide events administration for the Public Engagement and Quality Development groups in accordance with agreed processes, ensuring that workloads are effectively prioritised and deadlines achieved. Respond to telephone and email enquiries from events delegates within agreed service levels, highlighting any issues to the Lead Administrator and/or Events and Sponsorship Coordinator. Effectively utilise Eventsforce software for events administration and work collaboratively with other Eventsforce licence holders to share knowledge and best practice, resolving any issues that arise. Arrange UK and overseas travel and accommodation taking into account visa, immunisation, passport, identity verification and other requirements as they arise. Arrange and support internal/external events and meetings, including: - organising venues - front-of-house support and servicing of events and meetings - prepare documentation, both complex and routine, distributing to delegates and members in a professional/timely manner - ensure that actions arising from meetings are undertaken, as instructed. Administrator - Enquiries Proactively deal with all of QAA's incoming public and subscriber enquiries within agreed service levels, resolving simple enquiries and referring complex questions to appropriate colleagues. Support the Lead Administrator - Enquiries with: - maintaining a set of frequently asked questions - running a full helpdesk service for the public. Liaise and work with colleagues from all parts of QAA to produce a joint agreed response or a detailed response on behalf of those colleagues when responding to enquiries. Maintain up-to-date knowledge of the work and activities undertaken by QAA. Ensure that responses are accurate and consistent throughout QAA, keeping an accurate log of all enquiries received with the responses. Effectively use bespoke software to capture all incoming enquiries, sharing knowledge and trends across the team. Contribute to the regular analysis of public and subscriber enquires, including customer satisfaction surveys, to support the development of the enquiries service.
Administrator - Subscriber Administration Provision of dedicated administrative support to QAA's account management programme, involving scheduling of external meetings, travel and accommodation bookings and preparation of briefing papers. Updating and maintaining QAA's subscriber register tasks, ensuring that data is accurate, comprehensive and used in accordance with the Data Protection Act. Administration and monitoring of the QAA Quality Mark and Review Graphic, responding to incoming enquiries in a professional, timely and accurate manner. Completion of mail outs to subscribers and providers, responding to enquiries, escalating to appropriate QAA colleague, where necessary. Maintain up-to-date knowledge of the work and activities undertaken across QAA. General duties and responsibilities Take part in meetings as a team member and actively share experience, knowledge and solutions with colleagues. Exercise absolute integrity in respect of confidential matters. Demonstrate commitment to equality and diversity and implement QAA's Equality policy. Comply with Health and Safety policy and procedures at all times in the workplace. Take an active part in the performance review process and required training. Maintain records management systems in accordance with QAA policy. Adhere to QAA's values of integrity, professionalism, accountability, openness and independence. Be committed to promoting QAA's 'Ways of working'. Carry out the duties and responsibilities of the post at all times in compliance with all of QAA's policies and legislative requirements. The duties and responsibilities in this job description are not exclusive or exhaustive and the post holder will be required to complete such duties as may reasonably be expected within the scope and grade of the post. Key contacts Colleagues at all levels both internal and external to QAA. QAA is an ever-changing organisation, and all colleagues are expected to participate constructively in QAA activities and to adopt a flexible approach to their work. The job description will be reviewed regularly and will be varied in the light of the organisational needs of QAA. The job description sets out the main duties of the post at the date when it was drawn up. The duties may vary from time to time without changing the general character of the post or the level of responsibility entailed. Such variations are a common occurrence.
Person specification Attributes Experience Criteria Essential Experience of providing a full range of competent administrative support Some experience of data input and data analysis Experience of providing high levels of customer service Experience of dealing with the public both face-to-face and over the telephone Desirable Experience of providing personal assistant support Experience of coordination of conference/event administration and effective communication to delegates * How measured, E Qualifications and training A good general education to GCSE (A*-C) or equivalent, including Maths and English A Knowledge, skills and abilities Essential Excellent organisational and interpersonal skills Excellent verbal and written communication skills Proficiency in the use of Microsoft Office products Ability to prioritise and work flexibly to accommodate changing priorities and deadlines Self-motivated, with the ability to work unsupervised and also as part of a busy team Ability to deal tactfully with sensitive or confidential information Ability to use initiative and problem solve Work effectively as a team member, showing flexibility and a responsive attitude to team/individual tasks Desirable Customer service/enquires background Knowledge of further and higher education would be an advantage, E, E, E, E Job circumstances The role is largely based in our Gloucester office but may involve working from our Glasgow or London offices. * A: application form I: interview E: exercise November 2015
Additional information relating to the post The Quality Assurance Agency for Higher Education holds an Investors in People Silver Award for its performance as an employer. Key information about working with us is provided below. More details are given in our information booklet. See also: www.qaa.ac.uk/aboutus and www.qaa.ac.uk/workwithus/pages/about-qaa.aspx. Hours of work Hours of work will be 35 per week. QAA's normal business hours are 09.00 until 17.00, Monday to Friday, with one hour for lunch. Salary This role is at Band 2, with salary starting at 16,240. In exceptional circumstances, depending on experience, skills and knowledge, the appointment salary may be higher than 16,240, up to 17,256 Band 2 extends up to 20,300 and progression through the band will be linked to an individual's performance and contribution to QAA. Annual leave Staff are entitled to all public holidays with an additional six days (five days at Christmas and one day after Easter Monday), together with a full-time annual leave allowance of 25 days, rising to 28 days after two years and 30 days after five years. Probationary period and notice Appointments are normally subject to a six-month probationary period, with one month's notice required on either side. References and medical clearance All appointments are subject to satisfactory reference(s) and medical checks. You will be required to complete a medical assessment form before your appointment is confirmed. If you are shortlisted we will normally contact your referee(s) without advising you in advance. When giving details of referee(s), please ensure you supply an email address and daytime telephone number, to avoid any delay in processing your application. Right to work in the UK You need to have the right to work in the UK. Your appointment will be subject to UK Visa and Immigrations requirements: www.gov.uk/browse/visas-immigration/work-visas. Terms and conditions Appointments are subject to QAA's Terms and Conditions of Employment. Pensions Membership of QAA's contributory pension scheme, the Superannuation Arrangements of the University of London (SAUL) is available. QAA employees join the Career Average Revalued Earnings (CARE) section. QAA will currently contribute 13 per cent. Employee contributions are currently set at six per cent. Travel to work Car parking is provided on a daily lottery basis, spaces are not guaranteed. Gloucester has public car parks and a Park and Ride scheme. Our Gloucester office is within easy walking distance of the bus and railway stations, and also has a bike store and changing facilities. Our London and Cardiff offices are readily accessible by public transport, and our Glasgow office is within a convenient walk of Glasgow Central railway station.
Equal opportunities QAA is committed to a comprehensive policy of equal opportunities in employment. Individuals are selected solely on the basis of their relevant merits and abilities, and all staff enjoy equal opportunities within the organisation. Application procedure and interview information Applications should be received by Tuesday 10 November at 12.00pm. Late applications will not be accepted. Applicants should forward the completed application form and equal opportunities monitoring form to vacancies@qaa.ac.uk. Interviews will be held on Wednesday 18 November 2015. Please indicate on your application form if you are unable to attend an interview on this date. Data Protection Act (1998) The information contained within your application is being requested by QAA to make employment decisions and meet statutory obligations. Any information provided in this context will be treated confidentially and used only by manager(s) and Human Resources during the course of your employment.