Supervise the day-to-day operation of the Student Connect team including the allocation of work tasks, production of work schedules, monitoring of holiday cover/working arrangements, probation, annual appraisal and staff development requirements, proving pastoral care, training and support to staff members where necessary.
Establish working relationships with key contacts to help improve service levels, developing appropriate communication links with the University’s Schools/Directorates and outside bodies as required.
Undertake a variety of administrative duties to support the team and department.
Gather and analyse data to inform decisions, establishing basic trends and patterns in data and creating reports as appropriate.
Be a champion of customer service excellence: leading by example and guiding other employees across the University.
Undergo personal and professional development that is appropriate and will enhance personal and team performance and in turn, service improvement.
Ensure students and other visitors receive a high quality of support, accurate and timely information and are prioritised as appropriate depending on the need they present when they engage with our student support services.
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.
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 11894BR
NVQ 2/GCSE level A-C or equivalent
Qualifications and Education
Knowledge, Skills and Experience
Experience of working in a busy customer service environment.
Excellent IT skills, including the use of Microsoft Office and an ability to use in-house systems and embrace opportunities for using other technologies to enhance working practices and improve the service to students and staff.
Ability to maintain the highest standards of professionalism, dealing with confidential and sensitive issues with integrity, discretion and impartiality, in accordance with university guidelines and the General Datta Protection Act.
Customer Service, Communication and Team Working
Ability to communicate information effectively and professionally with a wide range of people.
Experience of supervising the work of others and able to demonstrate a proven ability to inspire, motivate and support others to meet individual or team objectives in a pressured and challenging environment.
Evidence of ability to explore customers’ needs and adapt a service accordingly to ensure a quality service is delivered.
Planning, Analysis and Problem solving
Evidence of ability to solve problems using initiative and creativity; identifying and proposing practical solutions using initiative and creativity.
Evidence of ability to work unsupervised to deadlines, planning, setting and monitoring team priorities.
An ability to assimilate, manage and deal with challenging situations calmly and effectively.
Experience of working in a Higher Education environment.
Fluency in Welsh, written and oral.
Admin / Clerical
Internal Only – Student Connect Supervisor | Cardiff University