Internal Only

7 months ago

Cardiff, United Kingdom Cardiff University Full time

**Job Purpose**
- To provide a link between the relevant College and Registry Operations.
- Liaise with and work in partnership with the Head of Student Operations, College Education Managers, and other Registry Operations services.
- Support and advise on areas to be enhanced in processes used by schools and colleges, to review customer service practices and to recommend areas for continuous improvement.
- Be the first point of contact for school Education services and develop effective communication processes to understand their requirements, translate them into tangible policies and procedures to support and improve Registry Operations processes.
- Continually monitor data quality, provide expert and technical advice to schools/colleges, providing guidance on regulations, processes and procedures as required.
- Proactively provide a customer service approach which assesses the requirements of the customers, provides appropriate levels of support and training, and reflects Registry Operations values and behaviours.
- Support Registry Operations Managers to review and process special student cases in accordance with regulations and in conjunction with College Deans and appropriate College and University Committees.

**Key Duties**
- Provide professional advice and guidance on Registry Operation processes and procedures to internal and external customers, using judgement and creativity to suggest the most appropriate course of action where appropriate, and ensuring complex and conceptual issues are understood.
- Investigate and analyse specific issues within the College creating recommendation reports to enhance the student experience. Ensure that the provision of customer service excellence is delivered to the University, proactively changing the delivery according to customer requirements.
- Instruct and guide other employees across the University in relation to improvements and revised processes and procedures. Developing and delivering training as required.
- Collaborate with others to make recommendations for development of established processes and procedures.
- Establish working relationships with key contacts, developing appropriate communication links with the University’s Schools/Directorates and outside bodies as required.
- Create specific working groups from colleagues across the University to achieve College and Registry objectives.
- Supervise specific project teams on an occasional basis to accomplish key objectives.
- Undertake a variety of administrative duties to support the department.

**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 and Equality and Diversity.
- Perform other duties occasionally which are not included above, but which will be consistent with the role.

**Person Specification**

**WHAT YOU WILL NEED TO BE ABLE TO PERFORM THIS ROLE (PERSON SPECIFICATION)**

There are usually certain skills, qualifications, or experiences that any employee should have before they can be considered for a role. Some of these will be essential and you would not be able to perform the role without them, but some are desirable.-
- **Essential Criteria**

Qualifications and Education
- Degree/NVQ 4 or equivalent Professional membership/experience

Knowledge, Skills and Experience
- Experience of working in a Higher or Further Education environment
- Able to demonstrate professional knowledge of academic regulations to give advice and guidance to internal and external customers
- Ability to set up standard office systems and procedures and make improvements as appropriate

Customer Service, Communication and Team Working
- Ability to communicate conceptually detailed and complex information effectively and professionally with a wide range of people
- Evidence of ability to explore customers’ needs and adapt the service accordingly to ensure a quality service is delivered

Planning, Analysis and Problem solving
- Evidence of ability to solve expansive problems using initiative and creativity; identifying and proposing practical solutions and resolving problems with range of potential outcomes
- Evidence of demonstrable knowledge of key advances within Higher Education academic support services.
- Evidence of ability to work unsupervised to deadlines, planning and setting priorities for own work, and that of others, and monitoring progress.

Other
- A willingness to undertake further training and development

**Desirable Criteria**
- Postgraduate/Professional qualification
- Fluency in Welsh, written and oral

**Additional Information**
- As part of the ethos of a customer service environment, the role holder will be expected to demonstrate a flexible approach to delivery of Registry Operations and College objectives.

**Salary Range Min.**
- 32,332

**Salary Range Max.**
- 34,980

**Job Category**
- Management & Executive

**Grade**
- Grade 5

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