Coordinator, Frontline Student Support - Victoria, Canada - University of Victoria

University of Victoria
University of Victoria
Verified Company
Victoria, Canada

1 month ago

Sophia Lee

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Sophia Lee

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Description

Organizational Unit- University of Victoria -> Student Affairs -> Office of the Registrar- Posting Close Date- 6 April 2023- Please note that positions will close at 4 p.m.

on the closing date.- FTE- 1.

0- Salary Grade- $4, $4, Additional Posting Information:

  • N/A
  • Salary posted will be pro-rated based on FTE
  • Classification
  • PB10
  • Hours of Work
  • Monday to Friday, 8:20 am to 4:20 pm
  • Start Date
  • 4/3/2023
  • End Date
  • 9/30/2023
  • Employee Group:


  • CUPE 95

  • Term # of Hires Needed 1
  • Category
  • Administrative and Support Services, Customer Service and Call Center, General Management
  • About this OpportunityStudent Affairs is committed to creating a vibrant and engaging learning community to inspire and enrich the lives of our students in support of the University of Victoria's vision "to be a university of choice for outstanding students, faculty, and staff from BC, Canada, and around the world".

The Student Affairs portfolio includes:
Office of the Registrar, Athletics and Recreation, Campus Services, Student Services.


_ This position may be eligible for a Remote Work Arrangement and a Modified Work Schedule_

  • Job SummaryStudent Support Services (SSS) is a unit within the Office of the Registrar (OREG) which provides services to current and former students, as well as to faculty and staff of the University. As part of the Division of Student Affairs, the unit is committed to being a partner in supporting student success and providing service excellence. SSS staff work as a team to ensure a high level of service within a busy environment with tight deadlines driven primarily by Calendar deadlines.


Under the direction of the Manager, Student Support Services, the Coordinator, Frontline Student Support supervises the day-to-day operations of six Student Support Assistants who act as the face of the Office of the Registrar by providing outstanding customer service and detailed information concerning University of Victoria policies and procedures pertaining to: undergraduate admissions, records, registration, transcripts, and grading.

The Coordinator, Frontline Student Support provides training, mentorship, and acts as an expert resource for the Student Support Assistants, assists the Manager in hiring new frontline staff members, and provides operational support during periods of high volume and/or low staffing.


  • Job Requirements
    Skills:
  • Strong leadership skills and ability to oversee and direct the work of others
  • Ability to plan and initiate regular, prompt, and clear communication and consultation with a busy team of frontline staff
  • Ability to work effectively and respectfully both independently and within a team environment to attain desired work outcomes; ability to build and maintain healthy team morale
  • Excellent listening, written and verbal communications skills
  • Ability to consistently deliver a high level of customer service and communicate professionally and congenially in challenging or stressful situations
  • Ability to handle complex and sensitive interactions, exercising initiative, good judgement, tact and empathy when dealing with situations involving experiencing emotional or stressful circumstances
  • Sensitivity to cultural differences and ability to effectively communicate with people of all ages and backgrounds
  • Ability to respect confidentiality and maintain discretion with highly sensitive and confidential information
  • Ability to prioritize and manage multiple timesensitive tasks, projects, and unexpected situations successfully and to delegate as needed in a demanding and deadlinedriven environment
  • Ability to input data with a high degree of accuracy while managing frequent interruptions
  • Ability to foresee problems and outcomes, and plan to minimize unintended negative consequences
  • Ability to conduct research, write reports, and make recommendations
  • Ability to lift cartons of paper up to 20kg in weight

Specialized Knowledge/Education:

  • Postsecondary diploma or certificate in a related field required. An equivalent combination of education, training and experience may be considered
  • Training or equivalent experience in dealing with conflict and defusing difficult situations considered an asset
  • Strong working knowledge of Microsoft Word, Excel, Outlook, and SharePoint
  • Knowledge of University of Victoria campus and policies, procedures and Calendar regulations is considered an asset
  • Knowledge of Student Information Systems and database programs; familiarity with and experience using Banner is considered an asset
  • Knowledge of FOIPP regulations

Experience:


  • Minimum 3 years' experience working in an office setting within a postsecondary institution, or a comparable office environment is required
  • Preference will be given to applicants with:
  • Experience supervising or leading teams, or coordinating and prioritizing the workload and work processes for a team of staff
  • Experience dealing with conflict and defusing difficul
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