We’re looking for enthusiastic students who have an interest in supporting Greenwich students to become their best.

In this post you will :

• Represent and be an ambassador for Greenwich Students’ Union and the University of Greenwich
• Undertake large numbers of supportive outreach calls (outbound calls) for students, acting in line with scripted guidance on various topics
• Take full responsibility for acting in line with guidance on confidentiality, GDPR, and Safeguarding and professional boundaries

Reports to: Retention and Insights Manager

Supervised by: Project Coordinator – Retention

Location: Avery Hill

Delivery of Outreach

• Reach out to students by delivering outbound phone calls and taking inbound calls in a call centre model
• Ensure that the quality of personal outreach delivery is consistent and in line with the agreed scripts and conversation structures to support students’ wellbeing
• Provide excellent customer service to students, at all times seeking to support students’ needs appropriately, clarifying information and providing appropriate solutions

Signposting & Monitoring

• Keep accurate records of all calls and student outreach in line with provided data tools
• Meet daily and weekly targets set by the Manager for outreach calls
• Identify potential concerns from students and signpost students to the most relevant support pathway
• Closely monitor for any safety or safeguarding concerns from students, and escalate to an on hand professional in line with guidance

Personal Learning and Responsibility

• Undertake all training and development as required within the role
• Maintain healthy personal and professional boundaries when conducting outreach calls in line with training and guidance

General Responsibilities

• Represent and be an ambassador for GSU.
• Be flexible and carry out other associated duties as may arise, develop, or be assigned in line with the broad remit of the position. 
• Maintain and improve competencies through continuous professional development.
• Abide by organisational policies, codes of conduct and practices.
• Support and promote liberation, diversity and equality of opportunity in the workplace.
• Treat with confidentiality any personal, private, or sensitive information about individual organisations and/ or clients or staff and data.
• Actively seek better ways to assist GSU in its effort to become a more sustainable workplace.
• Any other duties commensurate with the accountabilities of the post.