Internal Only

Key Duties

• Deal with a range of enquiries from internal to external customers in a professional manner, establishing their requirements and adapting the standard responses accordingly.
• Working on individual enquiries, applying policies and procedures consistently and analyse individual cases against these criteria.
• Collaborate with others in order to make recommendations for development of established processes and procedures to improve the customer services.
• Research more complex cases and advise on the most appropriate response, seeking advice from senior colleagues as appropriate.
• Establish working relationships with key contacts to help improve service levels.
• Undertake a variety of administrative duties to support the team and department, including producing documentation, room bookings and servicing meetings.
• Gather student data to update administrative systems with accurate information, establishing basic trends and patterns and highlighting them to appropriate colleagues.
• Contribute to the success of the team, leading others through example.

Specific Duties

• To support the operational processes including managing individual student enquiries, providing advice and guidance as required, to support the administrative processes in line with the agreed protocols, checking data and updating records accordingly.
• You will review and issue CAS (Confirmation of Acceptance of Study) documentation, working with colleagues to assess criteria and requirements.
• You will assist with the completion of UKVI mandatory reporting requirements, such as Change of Circumstances, work placement reporting and students who are not registered.
• You will conduct regular data checks of registered students, ensuring that the university's record keeping is up-to-date and compliant with immigration regulations.

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.

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 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. You should do your best to show clearly how you meet all the essential criteria by giving examples of how, when and where you have performed the required actions before. You can draw on elements from any aspect of your life, such as education, work, home, or community life, as long as you focus on its relevance in comparison to the needs of this job. 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.

To start your Supporting Statement, simply copy and paste the next section into a separate document, writing your answers and examples at each point. Save the document with the title YOUR NAME – BR NUMBER – JOB TITLE and attach it to your application on the recruitment system.

Essential Criteria

Qualifications and Education

• NVQ 2/GCSE level A-C or equivalent

Knowledge, Skills and Experience

• Significant experience of working in an administrative or office environment
• Proficient in using common office IT packages (e.g. MS Office)
• Ability to set up standard administrative systems and procedures

Customer Service, Communication and Team Working

• Ability to communicate effectively and professionally with a wide range of people
• Ability to work as an effective team member, providing advice and guidance to other team members where necessary
• Proven ability to deal with escalated requests for information or service, resolving customer issues where appropriate

Planning, Analysis and Problem Solving

• Ability to plan, prioritise and organise own workload within established time scales
• Ability to use initiative in solving problems and responding to queries ensuring compliance with standard procedures and practices

Other

10.A willingness to undertake further training and development

Desirable Criteria

• A-Levels or equivalent
• Experience of working in a Higher Education environment
• Fluency in Welsh, written and oral
• Knowledge of Student Immigration requirements
• Familiar with Manual handling techniques (for some parts of the role)

Additional Information

As part of the ethos of a customer service focused environment, it is intended that roles and duties at this grade will be rotated periodically to create a more flexible and skilled workforce. This will also create opportunities for greater staff development and for progression.

Salary Range Min.

25,249

Salary Range Max.

26,093

Job Category

Admin / Clerical

Grade

Grade 3