Student Connect Adviser

2 weeks ago


Cardiff, United Kingdom Cardiff University Full time

**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 in-house 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 500-seat 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 08.00-18.00 Monday and Friday. 08.00-20.



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