Job Description

Key Duties

  • 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.
  • General Duties

  • 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.
  • Person Specification

    Important 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 11894BR

    Essential Criteria
    Qualifications and Education

  • NVQ 2/GCSE level A-C or equivalent
  • 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.
  • Desirable Criteria

  • Experience of working in a Higher Education environment.
  • Fluency in Welsh, written and oral.
  • Job Category

    Admin / Clerical


    Grade 4

    Internal Only – Student Connect Supervisor | Cardiff University

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