Further Particulars
This document includes information about the role for which you are applying and the
information you will need to provide with the application.
1. Role details
Vacancy reference:
11684
Job title:
Senior Tuition Support Operations Assistant
Reports to:
Tuition Support Operations Manager
Salary:
£21,391– £24,057
Terms and conditions:
Support Staff
Grade:
5
Duration of post:
Temporary until 31 December 2016
Working hours:
Full time
Location:
Milton Keynes
Closing date:
12 November 2015
Type of application form accepted:
Long version application form with a covering letter
outlining how you meet the person specification
Number of referees required:
2
Unit recruitment contact:
Cheryl-Anne O’Toole
Staffing & Locations Services Co-ordinator
Office of Director, Academic Services
2. Summary of duties
The role holder is required to work within a team based in Milton Keynes providing Tuition Support
Services in support of Associate Lecturer Services Teams (ALS) based across locations.
As required, the role holder will be working collaboratively with ALS Assistants, Senior ALS Assistants,
ALS Managers, and faculty colleagues across the OU, dealing with Tutor-Student Allocation, and
supporting processes and procedures associated with a range of AL Services and Associate Lecturer
Staff development activities.
1. Associate Lecturer Staff Development

Liaising with Associate Lecturer Support and Professional Development (ALSPD) team as
named contact for the location to support the delivery of cross-faculty Associate Lecturer staff
development and support for the location and surrounding area.

Supporting ALSPD events including: sending invitations to Associate Lecturers and presenters,
liaison to ensure venues and catering are booked, producing attendance and workshop lists;
attending the event to manage organisation on the day (where appropriate) and recording
attendance on CIRCE, processing of payments for staff development, including fees, expenses
and invoices; and evaluation of events.

Co-ordinating and monitoring Associate Lecturer induction and probation processes.

Maintenance of sites such as TutorHome and VLE for AL Staff Development.
2. Investigation and fact-finding


Providing management information for a range of purposes.
Supporting managers in fact finding for Associate Lecturer and student complaints and AL
Service provision in support of Associate Lecturers, students and faculty staff.
3. As required, organising and delivering processes and procedures in relation to the employment of
Associate Lecturers in conjunction with AL Services including:

Processes for the recruitment, selection, appointment of Associate Lecturers, including the
issue of contracts and termination of appointments.

Processes for the payment of Associate Lecturer fees and expenses.

Exceptional payments and manual salary adjustments.

Leave processes for Associate Lecturers including maternity and paternity leave and
associated payments.

Processing day contracts, checking Associate Lecturer workloads, issuing contracts,
monitoring expenditure against budget allocations and maintaining systems to provide this
information to faculties and other budget holders.

Raising Associate Lecturer mentoring contracts.

Updating and retention of personal data and records relating to Associate Lecturers as
appropriate and in accordance with University policy.

Ensuring information provided to Associate Lecturers either online or by email is timely and
appropriate.

Monitoring and evaluating processes in order to ensure agreed service standards are
maintained.

Proactively seeking to improve service standards across the ACTS team.
4. As required, and in conjuction with AL Services, supporting Tutor Student Allocation (TSA) process


Supporting AL Services Managers and/or Coordinators in operational processes and systems
to finalise tutor groups ready to notify students and Associate Lecturers of respective
allocations.
Coordinating adjustment to planned student groups as student numbers change,
communicating with faculty staff as required.
5. As required, and in conjuction with AL Services, supporting Tutorial planning and timetabling

Overseeing the operation of tutorial accommodation and venue requirements.

Liaison with other locations and Regional Services or equivalent to ensure tutorial venues are
booked as appropriate.

Ensuring that feedback from Associate Lecturers on venues is fed back to Regional Services
(or equivalent)

Ensuring that tutorials are booked and recorded appropriately and that timetables are managed
effectively, so that changes are communicated clearly and timely to venues, Associate
Lecturers and students.
6. As required, and in conjuction with AL Services, supporting Associate Lecturer employment
information provision

Providing information to faculty staff on standard Associate Lecturer employment matters.

Providing information to Associate Lecturers on standard queries about their employment.
7. Management of Staff

Supervising and allocating work to Assistants as required.

Ensuring that staff for which they are responsible work as an integrated part of the wider ACTS
team to deliver a seamless and consistent services across the UK.

Liaising with faculty staff to ensure that the appropriate level of service is provided to them in
conjunction with AL Services.
8. General Duties

Proactively seeking to improve service standards across the team.

Actively engage in own staff development and training.

Contribute to the training and induction of new members of staff.

Dealing with a wide range of enquiries, both internal and external and referring and recording
them as appropriate.


Providing information in response to enquiries from other units within the University.
Maintaining an up to date knowledge of policy and procedures relating to AL Services and
ALSPD activities.

Providing cover for other team members in their absence including colleagues in other
locations.

Undertaking other duties as required by managers.

Building relationships with colleagues in other locations and units to facilitate effective
everyday communication.
Contributing to projects as required.

3. Person specification
PERSON SPECIFICATION
EXPERIENCE/QUALIFICATIONS/KNOWLEDGE REQUIRED
Essential
Education, qualifications and training
1.
A good standard of general education to GCSE Grade C level or above
(or equivalent) including Maths and English

Knowledge, work and other relevant experience
1.
Experience of working as part of a team and proactively helping others.

2.
Experience of working in a customer service environment.

3.
Knowledge of and commitment to equality and diversity policy and
practice.

Skills and capabilities

1.
Excellent interpersonal and communication skills with the ability to work
with people at all levels, both internal and external.
2.
A demonstrable commitment to continuing personal and professional
development.
3.
Good numeracy skills with the ability to work quickly and accurately.

4.
Ability to deal with complex information and procedures.

5.
Ability/willingness to supervise staff.

6.
Excellent planning and organisational skills.

7.
Confident ICT skills including a high level of competence in Microsoft
Word, Excel and Outlook and the ability to use communication
technologies for working at a distance.
8.
Ability to use and interrogate complex databases.



Personal Qualities
1.
Ability to use initiative to deal with non-standard issues.

2.
Ability to work flexibly and effectively as part of a distributed team.

3.
A ‘can do’ approach to work.

4.
A proactive and positive approach to change.

5.
Willingness to take ownership of and resolve problems.

6.
The use of tact and diplomacy in dealing with difficult situations.

7.
Ability to work under pressure and to meet deadlines.

Special working conditions e.g. shift working
1.
Willingness to occasionally work unsocial hours and to travel to other
locations

Desirable
4. About the unit/department
STUDENT SERVICES UNIT
The most crucial interactions and relationships with registered students are managed through
Student Services, working in collaboration with colleagues in the University, and in particular those
in academic units. More than 900 staff are employed by the unit at or through:

Four central sub-units based at Walton Hall, Milton Keynes

Three National Centres based in Scotland, Wales, Ireland

Nine English locations
Student Services is led by the Director, Students who is a member of the Vice-Chancellor’s
Executive and reports directly to the Vice-Chancellor. The Student Services unit is divided into four
functional areas as follows:

Access, Careers and Teaching Support

Assessment, Credit and Qualifications

Student Support

Office of Director, Students
ACCESS, CAREERS AND TEACHING SUPPORT (ACTS)
Access, Careers and Teaching Support sub-unit is led by David Knight, Director and comprises of
the following teams;

AL Services

AL Support and Professional Development

Careers and Employability

Widening Access and Success Services
Associate Lecturer Services
The Associate Lecturer Services team, led by Dr David Knight (Director, Associate Lecturer
Services) is a UK-wide team of staff based at Walton Hall and in the 12 regional and national
centres. The team, working in liaison with faculty colleagues in regions and nations, is responsible
for the recruitment, appointment and employment of the University’s 6,500 Associate Lecturers
teaching students on over 400 modules.
AL Support and Professional Development (ALSPD)
The team works with colleagues across regions and nations, faculties and programmes, to deliver
resources, processes and systems to help support the work of ALs. It covers training and
professional development for ALs, from appointment onwards as they develop expertise; it is
responsible for a number of agreed University systems, procedures and frameworks relating to
Associate Lecturers; it is a source of information, advice and guidance on working with Associate
Lecturers, including how to consult with ALs, formally through their representative structures and
informally through other communication structures.
5. How to obtain more information about the role or application process
If you would like to discuss the particulars of this role before making an application please contact
Emma Worth via email: emma.worth@open.ac.uk
If you have any questions regarding the application process please contact Cheryl-Anne O’Toole by
telephone number (0)1908 653516 or via email: SS-STS-Recruitment@open.ac.uk
6. Where to send applications
Please ensure that your application (long application form with a covering letter setting out how you
meet the Person Specification) reaches the university by 12 November (midday)
Please submit to:
Cheryl-Anne O’Toole
Staffing & Location Services Co-ordinator
The Open University
Frank Henshaw Building
Hammerwood Gate
Kents Hill
Milton Keynes
MK7 6BY
Or e-mail your application to: SS-STS-Recruitment@open.ac.uk quoting reference number.
7. Selection process and date of interview
The interview panel will be chaired by Emma Worth, Senior Associate Lecturer Services Manager. The
interviews will take place in Milton Keynes and the interview date will be advised after shortlisting.
The selection process for this post will include an interview and other exercises.
Applications received after the closing date will not be accepted.