Student Helpdesk Assistant

Student Services and Employability puts student success at the heart of everything that we do, from supporting students in their studies to preparing them for the future. The team covers: Wellbeing & Disability, Money Advice, Careers, Placements, Employer Engagement and Chaplaincy, supported by the Operations Team. Working in a motivated, friendly and trusting environment we strive to deliver high quality student centric services. We help students at Cardiff Met feel supported to succeed and prepared for their next steps.

You will provide a pivotal role in supporting students by working collaboratively with colleagues across the immediate and wider team to deliver a professional, approachable and inclusive student advice service in response to a wide range of non-academic student enquiries.

You will:

• Act as the first point of contact for a wide range of student enquiries.
• Respond effectively to enquiries from students, staff, parents, and prospective students, whether face-to-face, by email, or over the telephone.
• Accurately record all student enquiries using the appropriate recording systems.
• Consistently deliver the highest standards of service excellence.
• Manage enquiries in line with agreed service standards and relevant legislation, including General Data Protection Regulations (GDPR).
• Work flexibly as part of the Student Helpdesk team, providing respectful, friendly, welcoming, professional, and empathetic student-focused services.

What you’ll bring

You will be an enthusiastic and friendly professional with excellent communication and interpersonal skills, coupled with a strong commitment to delivering an outstanding student experience. You will be supportive and approachable with a non-judgemental, inclusive attitude.

You’ll bring experience of:

• Delivering excellent customer service
• Working flexibly as part of a team
• Effective problem and conflict resolution 
• Maintaining accurate and up to date records

Why join Cardiff Metropolitan University?

We are a values-based University. We are proud of our culture, and we are there for our people. Our community spirit is the golden thread that underpins our values and behaviours. We support and embrace inclusion that enables everyone to feel respected and able to perform at their best. By joining our University, you'll find yourself in a unique environment where a wealth of knowledge and resources are readily available, supporting you with your career development. 

We offer excellent benefits such as:

• Annual leave of 25 days Annual leave of 25 days, rising to 30 days after 1 years’ service, plus 12 bank holiday / concessionary days.
• Membership of the Local Government Pension Scheme with generous monthly contributions.
• Excellent family friendly policies – take a look on our Policy Hub page.
• Opportunities to learn and develop your skills with access to library and digital services facilities.
• Excellent sports and fitness facilities with subsidised membership.
• Free family access to our independent specialist wellbeing support provider, Health Assured.

Contact us 

For more information about the role please contact Matthew Betteridge on mbetteridge@cardiffmet.ac.uk.

All applications must be submitted online.  

The person specification will be used as a tool for shortlisting; so please make sure you use this information when writing your application. You can find useful hints and tips about how to apply by visiting our Application Guidance page.

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

Should a high volume of applications be received, we may need to close this vacancy early. We therefore encourage you to apply as early as possible.

We use the person specification as a tool for shortlisting; so please make sure you use this information when writing your application. You can find useful hints and tips about how to apply by visiting our Application Guidance page. 

The University is committed to creating a highly inclusive culture. We offer family friendly and flexible working arrangements and a range of staff networks, forums and events to support and develop our people. We warmly welcome applications from those traditionally underrepresented in the higher education sector.