Student Connect Adviser - Cardiff, United Kingdom - Cardiff University

Cardiff University
Cardiff University
Verified Company
Cardiff, United Kingdom

1 month ago

Tom O´Connor

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Tom O´Connor

beBee Recruiter
Description

Key Duties

  • Ensure students and other visitors receive a courteous welcome to the Centre for Student Life.
  • To respond professionally to enquiries received in person, by phone and electronically resolving where possible or referring to specialist services following agreed protocols and Service Level Agreements.
  • To respond to students who may be in distress or need additional support providing mental first aid support if needed, and where appropriate escalating to internal or external services.
  • To be a point of referral for Student Connect Assistants and volunteers ensuring high levels of enquiry resolution at first contact.
  • To assess and triage students presenting with complex or challenging issues ensuring a timely response to those students who are vulnerable or at risk.
  • To work as part of a team sharing and allocating work tasks, supporting colleagues, and asking for assistance when needed.
  • To contribute to team meetings, training and planning days for the service and Academic and Professional Services, sharing ideas and experience and demonstrating respect for difference of opinion.
  • To use electronic systems to search, respond, record, and monitor student and staff interactions.
  • To contribute to the maintenance of the Enquiry and Case Management System advising line manager and/or Communications Officer when information needs updating or removing.
  • To issue ID cards and check legal and financial documents following University procedures and adhering to government financial services regulations.
  • Undergo personal and professional development that is appropriate to the role and that will enhance personal and team performance.
  • To establish and maintain professional working relationships with students, staff, and visitors to ensure an excellent level of service.
  • To consistently provide excellent customer service to students, staff, and visitors.

General Duties

  • Ensure that an understanding of the importance of confidentiality is applied when undertaking all duties.
  • Abide by university policies on Health and Safety, Data Protection and Equality and Diversity.
  • To take steps to ensure and enhance personal health, safety, and wellbeing and that of other staff and students.
  • Demonstrate attitude and behaviour that is congruent with Cardiff University Professional Services values.
  • Perform other duties occasionally that are not included above, but which will be consistent with the role.

Person Specification

Important notice:


  • Please ensure that the evidence you are providing corresponds with the numbered criteria outlined below.

Essential Criteria
Qualifications and Education

  • NVQ 2/GCSE level A-C or equivalent and to be able to write clearly.
Knowledge, Skills and Experience

  • Experience of working in a busy, fast paced customer service environment.
  • Proven experience of good timekeeping and the ability to carry out tasks and duties efficiently and effectively.
  • Excellent IT skills, including the use of Microsoft Office suite and an ability to use inhouse systems and embrace opportunities for using other technologies to enhance working practice to improve the service to students and staff.
Customer Service, Communication and Team Working

  • The ability to respond to customer needs in a polite and courteous manner, dealing with confidential and sensitive issues with integrity, discretion, and impartiality in accordance with university guidelines and always maintaining the highest levels of professionalism.
  • The ability to explore the needs of customers: identifying solutions and clearly communicating a clear plan of action.
  • Able to work as part of a large division team: collaborating with colleagues, supporting each other, sharing ideas, and working together to ensure a positive student and staff experience.
  • Able to demonstrate a positive attitude to diversity and inclusion, valuing the contribution of others and respecting difference of opinion.
Planning, Analysis and Problem solving

  • Evidence of ability to solve problems, identifying and proposing practical solutions using initiative and reference to service and University procedures.
  • Able to work unsupervised with a proven ability to assess and manage challenging situations calmly and effectively, maintaining safety of self and others.

Desirable Criteria

  • Ability to communicate fluently in Welsh.
  • Experience of working in a Higher Education environment.

Additional Information

  • Student Connect is based in the Centre for Student Life. The Centre opened in October 2021 and is the home of Student Life services. The Centre has a 500seat lecture theatre, extensive study and social space and two food outlets. The Centre is used for Open Days, enrolment, graduation, and conferences.
  • The postholder will be required to work five days out of seven, working seven hours per day (excluding one hour for lunch).
  • Current term time operating hours are Monday and Friday
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