Internal Applicants Only - Information Officer - Student Connect

Cardiff University

  • Cardiff
  • £28,031-31,236 per year
  • Permanent
  • Full-time
  • 5 hours ago
School / DirectorateAcademic & Student Support ServicesAdvertThis post is currently open to employees of Cardiff University only. Please do not apply if you do not have a current contract of employment with the University.Internal Applicants Only - Student Connect Information OfficerStudent Connect are looking to recruit an enthusiastic, customer service focused member to join the Student Connect Team working in the Centre for Student Life.The role, which is to provide friendly, approachable, and professional support to Student Connect, which is heavily focused on great customer service. This is a fantastic opportunity to make a difference to the Student Community of Cardiff University using platforms such as the Enquiry Portal (E2S) and other functions.Working alongside University colleagues, the role will also involve Data gathering and analysis of that data by producing reports, so that informed decisions can be made, highlighting basic trends and patterns. The role will also include getting involved with promotional events to raise student awareness, including focus groups and workshops.This post is Full time (35 hours per week) and is open ended.Salary - £28,031 - £31,236 per annum, pro rata for hours worked (Grade 4)Cardiff University offers many excellent benefits, including 32 days annual leave (plus bank holidays), pro rata for part time staff, local pension scheme, a cycle to work scheme and other travel initiatives, annual increments up the pay scale, and more. It is an exciting and vibrant place to work, with many different challenges and is a proud Living Wage supporter.Closing date: Thursday, 18 September 2025External applications are currently not being considered for this post. If the decision is made to open the post to external candidates, the strapline at the top will be removed and you will be given ample time to apply - please check back periodically for details.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.Applications may be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English.Post Reference Number20439BRJob DescriptionKey Duties
  • Provide detailed written advice and guidance on university processes and procedures, primarily for students but also to support to other internal and external customers.
  • Gather and analyse data relating to student enquiries so that informed decisions can be made, establishing basic trends and patterns in the data, and providing reports and recommendations for Head of Student Enquiries.
  • Instruct and guide colleagues across the university on producing student focussed content for Frequently Asked Questions (FAQs) the Enquiry Management System.
  • Work collaboratively with university colleagues to produce content for the Enquiry Management system that accurately reflects services and support and answers generic and transactional enquiries.
  • Establish productive relationships with key individuals (University colleagues and external contacts) to help improve the level of service the Student Connect team provides to its customers.
  • Work with others to make recommendations to improve our ways of working and deliver excellent customer service.
  • Perform a variety of administrative duties to support the team and division achieve its objectives, including minute taking and administration for the Student Connect Stakeholder Group.
  • Support the team with promotional events raising student awareness of opportunities as well as facilitating and contributing to focus groups and workshops to raise awareness of opportunities and support'
  • Be a champion of excellent customer service.
General Duties
  • Abide by all University policies and undergo appropriate personal and professional development that is appropriate to the role and that will enhance personal and team performance.
  • Perform other duties which are not included above, but which will be consistent with the role.
  • Uphold Cardiff University Professional Services Values & Behaviours
Salary Range Max.31236GradeGrade 4Salary Range Min.28031Job CategoryAdmin / ClericalCareer PathwayAdministrative SupportPerson SpecificationImportant 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 20439BREssential Criteria * Ability to communicate in writing clearly, concisely, and effectively to provide detailed advice and guidance for students, their parents/carers and university staff.
  • Evidence of a good standard of numeracy and IT Ms Office, including Excel.
  • Experience of working in an administrative role or environment and ability to set up standard office systems and procedures, making improvements to these as appropriate.
  • Specialist knowledge or experience of providing excellent customer service.
  • Ability to communicate specialist and complex information effectively and professionally to a range of customers with varying levels of understanding.
  • Ability to advise and influence key stakeholders in your area of work.
  • Ability to explore customers' needs and adapt the service you provide accordingly to ensure a quality service is delivered.
  • Ability to use your initiative and creativity to solve problems, respond to queries and make recommendations, identifying and proposing practical solutions.
  • Ability to work unsupervised to deadlines, planning, setting, and monitoring your priorities and those of the team.
  • Experience of using an Enquiry Management or Case Management system or CRM.
Desirable Criteria * Experience of working in a similar role or environment, e.g., Higher Education.
  • Ability to speak/understand Welsh or a willingness to learn.

Cardiff University