Administrative Officer – Student Life

Advert

Administrative Officer – Student Life

Applications are invited for the role of Student Life Administrative Officer based in the Centre for Student Life.  This is a new role that will involve working across two teams in Student Life – Health & Wellbeing and Student Futures.  The focus of the role is to support students’ Health & Wellbeing during their time at Cardiff University, including periods of time spent studying, working or volunteering overseas.

This role will involve a wide range of administrative tasks linked to providing support for students.  These will include responding to queries, providing supportive information, liaising with colleagues, escalating issues, proactive welfare checks, providing and updating resources and reporting on trends and patterns in student engagement. 

Applications welcomed from candidates who have a background in administration, student support, customer service or comparable roles. 

The post is full time (35 hours per week) and open ended.

Salary: £26,444  to £29,605 per annum (Grade 4)

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.

Date Advertised: 19 January 2024

Closing date: 2 February 2024

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.

Job Description

Key Duties

• Provide detailed advice and guidance on processes and procedures in relation to support for students to internal and external customers; using judgement to suggest the most appropriate course of action where appropriate, contributing to the resolution of more complex issues 
• Respond to student enquiries online, in person, by telephone, updating service FAQ’s and aiding our Student Connect front line and other Student Life staff
• Create cases within our CRM system, allocate to appropriate staff following screening, and make referrals within and externally to the University, ensuring all enquiries are dealt with sensitively
• Update the University digital content relating to student support (training to be provided).  
• Review student mental health screening documents before they go abroad, engaging with the Student Health and Wellbeing Team on individual cases if required
• Communicate proactively with students who are preparing to go abroad, and whilst they are away, providing supportive information and resources, and undertaking occasional wellbeing checks
• Provide front line support for students to overcome challenges that impact them whilst on placement abroad, escalating complex and high-risk cases to the Health and Wellbeing and Global Opportunities teams if required
• Work with the Student Health and Wellbeing Team to support students to identify alternative in-country support service providers that students could access whilst abroad and share this information as required
• Collaborate with others to make recommendations for improvement to of established processes and procedures
• 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 Student Health and Wellbeing and Global Opportunities Teams, including to support any overseas incident management (e.g. meeting support, liaising with university insurance and finance teams on specific cases).
• Collate accurate data from administrative systems and sources, informing analysis of basic trends and patterns to drive continuous improvement.
• Instruct and guide other employees across the University in relation to support for students.
• Supporting formal and informal meetings as well as training sessions, by making the appropriate arrangements regarding booking venue, catering, and audio-visual aids, as well as communicating the events to the relevant attendees.

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 and Equality and Diversity
• Perform other duties occasionally which are not included above, but which will be consistent with the role
• Maintain balance between your workloads from each team.

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 17986BR

Essential Criteria

Qualifications and Education

Knowledge, Skills and Experience

Customer Service, Communication and Team Working

Planning, Analysis and Problem solving

Desirable Criteria

Additional Information

It is important that candidates can evidence how they meet each of the criteria. If a supporting statement is not provided along with a CV we will be unable to shortlist candidates.

Job Category

Admin / Clerical