Student Connect Adviser (Welsh Essential) in Cardiff

The Student Connect Team are looking for a fluent Welsh speaker to join the Team. The applicant must be fluent in the Welsh language and have an enthusiastic, friendly manner and want to provide great Customer service to students needing assistance via Student Connect.

This role will require helping Students via the phone, emails and direct contact working on the Student Connect Reception desk located in the Centre for Student Life. The role, which is to provide friendly, approachable, and professional support working as part of the Student Connect Team, helping Students by directing enquiries to our colleagues right across the University.

This is a fantastic opportunity to make a difference to the Student Community of Cardiff University and highlighting all the services that are on offer for Students. The post is full time (35 hours per week) and open ended. Standard working pattern – Monday to Friday.

Salary: £25,249 - £26,093 per annum (Grade 3). 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.

Key Duties

• Ensure students and other visitors receive a courteous welcome to the Centre for Student Life.
• 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.
• 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.
• Be a point of referral for Student Connect Assistants and volunteers ensuring high levels of enquiry resolution at first contact.
• Assess and triage students presenting with complex or challenging issues ensuring a timely response to those students who are vulnerable or at risk.
• 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.
• Use electronic systems to search, respond, record and monitor student and staff interactions.
• Contribute to the maintenance of the Enquiry and Case Management System advising line manager and/or Communications Officer when information needs updating or removing.
• 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.
• Establish and maintain professional working relationships with students, staff, and visitors to ensure an excellent level of service.
• Consistently provide excellent customer service to students, staff, and visitors.

General Duties

• 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.
• 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.

Person Specification

NVQ 2/GCSE level A-C or equivalent and to be able to write clearly. 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 respond to customer needs in a polite and courteous manner, dealing with confidential and sensitive issues with integrity, discretion, and impartiality in accordance with university guidelines and always maintaining the highest levels of professionalism.

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.

Able to work unsupervised with a proven ability to assess and manage challenging situations calmly and effectively, maintaining safety of self and others. Evidence of ability to solve problems, identifying and proposing practical solutions using initiative and reference to service and University procedures.

Applications may be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English.