Internal Applicants Only - Student Connect Adviser (Welsh Essential)
- Wales
- £24,900-25,733 per year
- Permanent
- Full-time
- 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, 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 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 to ensure an excellent level of service.
- To consistently provide excellent customer service to students, staff, and visitors.
- 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.
- 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.
Knowledge, Skills, and Experience * The ability to communicate in Welsh responding to enquiries received in writing, by phone and in person.
- 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.
- 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, demonstrating a positive attitude to diversity and inclusion, supporting, and valuing the contribution of others, sharing ideas, and working together to ensure a positive student and staff experience.
- Evidence of ability to solve problems, identifying and proposing practical solutions using initiative and reference to service and University procedures.