Duties and Key Responsibilities

This post holder will be part of the Advocacy and Policy Team and will be expected to contribute to the department’s wider objectives and planning.

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.

More information here