Internal Applicants Only - Student Connect Adviser chez Cardiff University
Cardiff University · Cardiff, Royaume-Uni · Onsite
- Junior
- Bureau à Cardiff
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This post is currently open to employees of Cardiff University only. Please do not apply if you do not have a current contract of employment with the University.
Internal Applicants Only - Student Connect Adviser
We are seeking an Adviser to join our Student Connect team.
Student Connect is the University’s front-line student enquiry service. Based in the Centre for Student Life the team provide a friendly and welcoming service to students and visitors to the Centre. As an Adviser you will deal with a wide range of student enquiries. This will be in person, by telephone and via the Student Connect Portal.
Student Connect is the gateway to our Student Life services. The role of an adviser is to offer first assistance. To signpost and triage. The post requires the ability to work calmly and sensitively and within the boundaries of the role.
The role requires excellent customer service skills and a commitment to ensuring our students receive service of the highest quality.
Student Connect is part of Student Life. Student Life includes:
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. It is an exciting and vibrant place to work, with many different challenges and is a proud Living Wage supporter.
Closing date: Friday, 17 October 2025
External applications are currently not being considered for this post. If the decision is made to open the post to external candidates, the strapline at the top will be removed and you will be given ample time to apply – please check back periodically for details.
Cardiff University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds who have the ambition to create a University which seeks to fulfil our social, cultural and economic obligation to Cardiff, Wales, and the world. In supporting our employees to achieve a balance between their work and their personal lives, we will also consider proposals for flexible working or job share arrangements.
Applications may be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English.
Internal Applicants Only - Student Connect Adviser
We are seeking an Adviser to join our Student Connect team.
Student Connect is the University’s front-line student enquiry service. Based in the Centre for Student Life the team provide a friendly and welcoming service to students and visitors to the Centre. As an Adviser you will deal with a wide range of student enquiries. This will be in person, by telephone and via the Student Connect Portal.
Student Connect is the gateway to our Student Life services. The role of an adviser is to offer first assistance. To signpost and triage. The post requires the ability to work calmly and sensitively and within the boundaries of the role.
The role requires excellent customer service skills and a commitment to ensuring our students receive service of the highest quality.
Student Connect is part of Student Life. Student Life includes:
- Student Health and Wellbeing
- Student Advice and Money
- Student International Advice
- Student Disability Service
- Student Futures
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. It is an exciting and vibrant place to work, with many different challenges and is a proud Living Wage supporter.
Closing date: Friday, 17 October 2025
External applications are currently not being considered for this post. If the decision is made to open the post to external candidates, the strapline at the top will be removed and you will be given ample time to apply – please check back periodically for details.
Cardiff University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds who have the ambition to create a University which seeks to fulfil our social, cultural and economic obligation to Cardiff, Wales, and the world. In supporting our employees to achieve a balance between their work and their personal lives, we will also consider proposals for flexible working or job share arrangements.
Applications may be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English.
Job Description
Key Duties
General Duties
- 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 when needed.
- To 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 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.
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.
- To take steps to ensure and enhance personal health, safety, and wellbeing and that of other staff and students.
- Demonstrate attitude and behaviour that is congruent with Cardiff University Professional Services values.
- Perform other duties occasionally that are not included above, but which will be consistent with the role.
Salary Range Max.
26,093
Grade
Grade 3
Salary Range Min.
25,249
Job Category
Admin / Clerical
Additional Information
Student Connect is based in the Centre for Student Life. The Centre opened in October 2021 and is the home of Student Life services. The Centre has a 500-seat lecture theatre and extensive study and social space and is open to all Cardiff University students and staff.
The postholder will be required to work five days out of seven, working seven hours per day (excluding one hour for lunch).
Current term time operating hours are 08.00-18.00 Monday and Friday. 08.00-20.00 Tuesday, Wednesday, and Thursday. There may be occasional weekend working to support Open Days and similar events.
During vacation operating hours are 08.00-18.00 Monday to Friday.
Advisers work shifts and these are currently 08.00-16.00, 10.00-18.00 and 12.00-20.00.
Operating hours are under review.
Student Connect Advisers wear a uniform (provided).
The postholder will be required to work five days out of seven, working seven hours per day (excluding one hour for lunch).
Current term time operating hours are 08.00-18.00 Monday and Friday. 08.00-20.00 Tuesday, Wednesday, and Thursday. There may be occasional weekend working to support Open Days and similar events.
During vacation operating hours are 08.00-18.00 Monday to Friday.
Advisers work shifts and these are currently 08.00-16.00, 10.00-18.00 and 12.00-20.00.
Operating hours are under review.
Student Connect Advisers wear a uniform (provided).
Career Pathway
Administrative Support
Person Specification
Important notice:
Essential Criteria
Qualifications and Education
- 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.
Essential Criteria
Qualifications and Education
- NVQ 2/GCSE level A-C or equivalent and to be able to write clearly.
- 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 to 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, supporting each other, sharing ideas, and working together to ensure a positive student and staff experience.
- Able to demonstrate a positive attitude to diversity and inclusion, valuing the contribution of others and respecting difference of opinion.
- Evidence of ability to solve problems, identifying and proposing practical solutions using initiative and reference to service and University procedures.
- Able to work unsupervised with a proven ability to assess and manage challenging situations calmly and effectively, maintaining safety of self and others.
- Ability to communicate fluently in Welsh.
- Experience of working in a Higher Education environment.
