Job Title:
Student Helpdesk Assistant
School/Unit:
Student Services
Location:
Cyncoed & Llandaff Campus, Cardiff
Salary:
Grade 3A/B, £21,135 – £24,871 per annum (pro-rata)
Hours & Tenure:
We have 2 positions available;
We're delighted to have won two prestigious awards this year – the Times Higher Education UK University of the Year 2021 and The Times and The Sunday Times Good University Guide Welsh University of the Year 2021.
Our performance in this year’s Guide is exceptional. Our University was the biggest riser in Wales, and the third biggest in the UK, placing us in the UK top 40 for student satisfaction with teaching quality and the wider student experience.
We are very pleased that our strong performance has resulted in the University attracting high numbers of well qualified students and we are now seeking additional staff in both our academic schools and professional services departments.
The opportunity
Student Services and Employability puts student success at the heart of everything that we do, from supporting students in their studies to preparing them for the future. The team covers: Wellbeing & Disability, Learning Support, Student Advice, Careers, Placements, Employer Engagement, and GO Wales, supported by the Operations Team. Working in a motivated, friendly and trusting environment we strive to deliver high quality student centric services. We help students at Cardiff Metropolitan University feel supported to succeed and prepared for their next steps.
You will provide a pivotal role in supporting students by working collaboratively with colleagues across the immediate and wider team to deliver a professional, approachable and inclusive student advice service in response to a wide range of non-academic student enquiries.
You will be an enthusiastic and friendly professional with excellent communication and interpersonal skills coupled with a commitment to providing an excellent student experience.
What you’ll do – key duties
You will:
- act as the first point of contact for a wide range of student enquiries
- effectively resolve enquiries from students, staff, parents and prospective students, either face-to-face, via e-mail, over the telephone or via the electronic enquiry system
- record all student enquiries onto the relevant recording systems’
- ensure that the highest standards of service excellence are maintained at all times
- manage enquiries in accordance with agreed service standards and current legislation, including General Data Protection Regulations
- work flexibly within a team of student advisors to provide a respectful, cheerful, welcoming, professional and efficient range of student-centric services, promoting a positive image to stakeholders and all users of the service
- promote use of self-service student facilities and confidently demonstrate this to students
- develop and maintain strong working relationships with colleagues across the University, building a strong reputation of the I-Zone (student helpdesk), and keeping up-to-date of wider issues and changes
- work flexibly within the Student Services team to support and contribute towards the overall success of the team.
What you’ll bring – essential experience & strengths
You will bring experience of:
- effective problem and conflict resolution
- delivering excellent customer service
- working flexibly within a team
- maintaining accurate and up to date records
- working in a busy, fast paced customer facing environment
- You will be an enthusiastic and friendly professional with excellent communication and interpersonal skills coupled with a commitment to providing an excellent student experience.
What you’ll have - essential qualifications
You will have a minimum of 5 GCSE’s grade C or above, including English Language and Maths, or equivalent experience.
Our total reward package
We have a range of great benefits for employees including:
Annual leave of 25 days, rising to 30 days after 1 years’ service, plus 12 bank holiday / concessionary days (pro rata)
Membership of the Local Government Pension Scheme with generous contributions
Flexible and remote working opportunities
Award winning sports and fitness facilities with subsidised membership, plus subsidised physiotherapy/complementary therapy/sports massage
Access to all library facilities
Salary sacrifice schemes including cycle to work
If you would like to talk with us about this opportunity please contact Matthew Betteridge, Student Advice Manager, at mbetteridge@cardiffmet.ac.uk or for further information about working with us at our University please visit our recruitment website.
As part of your application please confirm if you are applying for full time or part time hours in the supporting statement.
Should a high volume of applications be received, we may need to close this vacancy early. We therefore encourage you to apply as early as possible.
The University is committed to creating a diverse and inclusive workplace. We particularly welcome applications from underrepresented communities.
Due to the coronavirus pandemic all recruitment is being conducted virtually. We aim to respond to your application as soon as possible.
Further Information
Full Job Description and Person Specification
Our Candidate Pack
Please visit our website for information about working for us, our culture, benefits, work-life balance and our career progression and development opportunities.