Welcome Hub Assistant - Academic Year: 2025/26

The Students’ Union is the focal point of campus life here at Warwick. Our Welcome Hub Team is a key part of the Students’ Union, with all team members delivering a great service to students, prospective students and members of the public.

What’s on offer:

Hourly Rate: £11.44 plus holiday pay calculated at 15.55% (equivalent of 35 days paid leave per year).

Duration: Fixed Term Contract starting in Term 3 2025 and until 4^th July 2026 (subject to a 26-week probationary period) working throughout next academic year.

Hours: Approximately 4 - 8 hours per week (however, these hours cannot be guaranteed). Weekend working may be required from time to time. Likely shifts will be between 09:00 to 18:00 on Monday, Tuesday and Thursday, 09:00 to 19:00/20:00 on Wednesday and 09:00 to 17:00 on Friday. 

Location: Warwick Students’ Union, Coventry. Occasional off site working is required.

Closing Date: 10:00 am on Friday, 28^th February 2025 - This vacancy and advert will be closed earlier if sufficient applications are received. Therefore, it is strongly advised that you submit your application as soon as possible.

Interview Date: Wednesday, 5^th March 2025

What will you do?

• Provide assistance, information and signposting to students and visitors.
• Operate Union Welcome Hub and Zero Retail services, plus other office duties.
• Provide a high standard of customer service.

What is involved?

• You will be scheduled to work in line with business requirements, equating to approximately 4-8 hours per week (however these hours cannot be guaranteed.)
• Likely shifts will be between 09:00 to 19:00 on Monday, Tuesday and Thursday,                      09:00 to 19:00/20:00 on Wednesday and 09:00 to 18:00 on Friday
• You will be expected to work up to and including week 10 in Term 3 and to continue into the next Academic year.
• Flexibility is required.

Why apply?
The SU is a vibrant, student-focused environment and you are excited by the thought of being part of the Operations team within your Students Union.

Full training is provided that will help and support you in both this role as well as future opportunities.

This role is part of the Warwick Award.  The Award is based around 12 core employability skills that have been identified in collaboration with a range of employers as being crucial for the next step in your journey after graduation. This means that the training you receive and the time you spend working in this role to develop your skills, will help you to earn Core Skills Points which count towards the Award.  For more information and to register for the Warwick Award please visit: What is the Warwick Award?

We’re committed to equality of opportunity for all. We welcome applications from individuals regardless of their race, ethnicity, sexual orientation, religion, age, gender, or disability status. We want to support diverse and inclusive work environments and are actively looking for people who share our values.

Any queries please contact jobs@warwicksu.com

JOB DESCRIPTION

JOB TITLE: Welcome Hub Assistant

RESPONSIBLE TO: Welcome Hub Manager and via them, the Head of Strategic Operation, Operations Director, Chief Executive and Board of Trustees, Executive Committee

RESPONSIBLE FOR: None

MAIN PURPOSE FOR JOB: To Assist the Welcome Hub Team and SU Staff in providing a high  standard of service in the Welcome Hub Area

WORKS CLOSELY WITH: Other Members of the Welcome Hub Team, SU Departments and Full Time Officers

MAIN DUTIES / RESPONSIBILITIES

• To provide assistance and information to students, staff and visitors via the main Welcome Hub Desk and telephone enquiries.
• Operate the Union telephone system.
• Provide a variety of services to Welcome Hub customers:
• Operate Welcome Hub photocopier in a systematic way to ensure minimum resource wastage.
• Maintain Union locker keys.
• Process Society memberships.
• Follow procedures for Lost Property recording, storage and distribution.
• To make relevant internal or external charges for all Welcome Hub goods and services, and process payments by cash and credit card accurately. To process customer refunds where necessary.
• To complete additional administrative tasks as required. Any other duties, in line with the job description that may from time to time be reasonably required by SU Departments and/or the line manager.
• The above to be conducted with regard to the organisations’ policies and practice on Equal Opportunities, Health & Safety and other legislation, and Staff Development.
• To commit to reducing the SU’s environmental impact and promote environmental and ethical good practice
• Operate Union Welcome Hub and Zero Retail services, plus other office duties.
• Provide a high standard of customer service.

EXPECTED STANDARDS

While Welcome Hub is open
We are here to help. If we can help we should – even if it is something that isn’t usually our job.     It is the responsibility of each individual to ensure the following:

• A high level of customer care at all times.
• To work within expected COVID hygiene and operational regulations at all times.
• People at welcome hub should be dealt with as a first priority.
• Enquiries should be dealt with at the counter, not shouting over the office.
• Phones should be answered quickly and politely.
• All procedures should be followed and any changes to them reported.
• Parcels to be dealt with efficiently and distributed around the SU when possible
• Welcome Hub should be kept clear and any changes to layout should be returned at the end of your shift.
• All relevant paperwork should be maintained and fully completed.
• All figures should be checked and any problems reported.
• All moneys should be completely accounted for.
• Welcome Hub should be kept open during opening hours. We should cover each other’s breaks as much as possible. WELCOME HUB SHOULD NEVER BE LEFT UNATTENDED
• You should arrive on time for all shifts booked.
• Welcome Hub Uniform will be provided which should be worn whilst on your shift
• Emails should be checked and acted on in a timely manner.
• To be carried out in line with the SU’s environmental policy
• You will be expected to work up to and including week 10 in Term 3 and to continue into the next Academic year.
• Flexibility is required.

PERSON SPECIFICATION

ESSENTIAL SKILLS / KNOWLEDGE / QUALIFICATIONS

• High standards of Customer Care
• Excellent Interpersonal skills
• Good Communication skills
• Ability to work as part of a team
• Knowledge of campus
• Planning and organising skills
• Numerate
• Ability to stay calm under pressure
• Trustworthy and reliable
• Accurate cash handling
• Initiative
• IT literate

DESIRABLE SKILLS / KNOWLEDGE / QUALIFICATIONS

• Experience of handling cash
• Knowledge of Union activities
• Administration/office experience
• Previous experience of working in a Customer Care environment