- Deliver excellent customer service to students and colleagues through various channels, including telephone calls, emails, letters, and web-chat, regarding disability support services.
- Confidently engage in proactive outbound calls with students to encourage early declaration of their requirements and applications for Disabled Students' Allowances (DSA).
- Provide students with information on the benefits of completing the Disability Support Form to help them access the appropriate services and support for their studies.
- Refer students to specialist staff within the Disability Support team as part of the Information, Advice, and Guidance (IAG) model, ensuring smooth interactions with the University.
- Liaise with Disability Support colleagues and other departments to facilitate further discussions and support for students.
- Accurately record and maintain student details on University systems, handling sensitive information in line with legislative requirements.
- Experience in inbound and outbound calling in a complex customer service environment.
- Strong oral and written communication skills, including effective telephone techniques and the ability to write clearly and concisely.
- Flexibility and adaptability to changing duties, work practices, and systems, with the ability to quickly learn new information.
- Good organisational skills and ability to handle heavy workloads and meet deadlines.
- Ability to work as part of a team while maintaining professionalism at all times.
- Strong problem-solving skills, including following documented procedures and using initiative within defined boundaries.
- Numeracy, accuracy, and attention to detail in processing and managing confidential data.
- Compliance with legislative requirements and a commitment to equal opportunities and diversity.
- Strong IT skills, including proficiency in Microsoft Office and the ability to learn various in-house and customer management systems.
- Knowledge of Disabled Students' Allowances (DSA) and the Equality Act 2010.