Student Connect Adviser

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Student Connect Adviser

Student Life is currently recruiting for two Student Connect Advisers.

The post of Student Connect Adviser is a diverse customer services role, dealing with a range of student enquiries face to face, by telephone and via the Student Connect portal.

We are seeking Advisers with excellent customer service skills who are committed to ensuring Cardiff University students and visitors to the Centre for Student Life receive a high-quality service.

The post is based in our recently opened Centre for Student Life in Cathays. The Centre for Student Life is a multi- million-pound investment that is the home of Student Life services. It also provides study space, a 500-seat lecture theatre, exhibition, event and hospitality space for careers fairs and other functions as well as a range of eateries.

Both posts are full time (35 hours per week) and are open ended.

The role will require a flexible approach to working hours and is based on 5 days out of 7 each week. Hours and days of work are under review.

Due to the nature of this post, work is on campus, requests for working from home cannot be accommodated.

Salary: £20,092 - £22,294 per annum (Grade 3)

We offer an excellent remuneration package including 32 days annual leave per year plus 8 bank holidays, pro rata for part time staff, as well as access to a range of staff discounts and development opportunities through accredited training.

If you would like to discuss the post and hours of work, please email [email protected]  Kelsey Coward, Head of Operations.

Date advert posted: Friday, 1 April 2022

Closing Date: Monday, 18 April 2022

Cardiff University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds who have the ambition to create a University which seeks to fulfil our social, cultural and economic obligation to Cardiff, Wales, and the world.  In supporting our employees to achieve a balance between their work and their personal lives, we will also consider proposals for flexible working or job share arrangements.

Job 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 if needed.
• Contribute to team meetings, planning and Away Days for the Division 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 or 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 in order 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 behaviour and attitude that is congruent with Cardiff University Professional Services values.
• Perform other duties occasionally which are not included above, but which will be consistent with the role.

Person Specification

Important notice:

• It is the University’s policy to use the person specification as a key tool for short-listing. Candidates should evidence that they meet ALL of the essential criteria as well as, where relevant, the desirable.
• As part of the application process you will be asked to provide this evidence via a supporting statement.
• Please ensure that the evidence you are providing corresponds with the numbered criteria outlined below.
• Your application will be considered based on the information you provide under each element.

When attaching the supporting statement to your application profile, please ensure that you name it with the vacancy reference number, e.g. Supporting Statement for 13896BR

Essential Criteria

Qualifications and Education

NVQ 2/GCSE level A-C or equivalent.

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 in-house systems and embrace opportunities for using other technologies to enhance working practice and 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

Job Category

Admin / Clerical, Education