Student Hwb Support Officer

Swansea campus (hybrid working with travel to other locations as necessary)

ABOUT US

The University of Wales Trinity Saint David (UWTSD) traces its heritage back to the first university in Wales, receiving its Royal Charter in 1828 and is honoured to have His Majesty King Charles III as Royal Patron.

UWTSD now teaches over 16,000 students across its six campuses in the UK; four in Wales and two in England. It has long-standing international educational partnerships in Europe, China, Malaysia, the USA and elsewhere.  

Our aim is to transform education, and by doing so transform the lives of the individuals and the communities we serve. We are already recognised for providing an outstanding student experience:

• 1st in Wales and joint 3rd in the UK for Student Satisfaction (Times Higher Education, July 2024)
• 1st in Wales for 7 subjects and Top 10 in the UK for 3 subjects (Guardian University League Table 2024)

Our success is due to the commitment, skill, knowledge, and ability of our people working together. We are now building on this strong culture and provision to become a leading provider of accessible higher education.

We are now looking for a Student Hwb Support Officer to join our Swansea campus on a full time (1FTE), permanent basis, working 37 hours per week.

THE ROLE

The Student Hwb serves as the first point of call for students, handling queries in person, via email, live chat, phone and through the student portal. Empowered to resolve a wide range of common student issues, the Hwb team minimises the need for referrals. The Student Hwb knits the different elements of the University together, presenting a unified approach to our students. When referrals are required, the Student Hwb ensures active engagement, tracking resolutions to completion.

The Student Hwb is responsible for student communications including social media and maintain the Student Hwb App. The Student Hwb also organise the welcome events and resources for new and returning students across UWTSD’s Welsh campuses.

The Student Hwb Support Officer will work under the guidance of the Student Hwb Manager, collaborating closely within a vibrant and welcoming team to provide holistic student support. This role requires a proactive and caring approach, to delivering exceptional service in alignment with the Hwb’s operating principles and objectives.

ABOUT YOU

To be considered as a Student Hwb Support Officer, you will need:

• A good general level of education
• Proven experience in customer service, preferably in a student supporting setting.
• Ability to be an effective and enthusiastic team member in a demanding environment, working towards a common customer-focused goal.
• Proactive and solution-oriented, with the ability to address issues independently where appropriate.
• Strong organisational skills, with the ability to organise tasks, meet deadlines and remain calm during peak periods.
• Proficiency in IT and ability to utilize different digital platforms and maintain online student records.
• High level of attention to detail, ensuring accuracy in all tasks.
• Excellent communication, negotiation and mediation skills.

Polite and friendly professional demeanour when interacting via telephone or face to face with students and visitors.

• Commitment to continuous improvement and delivering outstanding service
• Ability to communicate effectively in Welsh.

BENEFITS

Annual leave entitlement is 28 days’ annual leave per year, plus 8 bank holidays and 4 University closure days

Our employees get access to a comprehensive pay and benefits package in recognition of their valued contribution including:

• Competitive pay and pay progression
• Generous annual leave allowance including Christmas/New Year closure
• Pension scheme membership from USS to provide benefits for you and your family
• Access to a benefits and wellbeing platform, with a choice of benefits to suit your needs, including electric vehicle salary sacrifice scheme and financial wellbeing services
• Support for health and wellbeing, including access to on-campus sports facilities at discounted rates, occupational health, and counselling support services
• Career and development opportunities, including support to gain further qualifications
• Family-friendly policies that provide for flexible working, including enhanced paid maternity and paternity leave
• Travel schemes, including the cycle to work scheme.

Other organisations may call this role Student Services Support Officer

So, if you feel you could thrive and make an impact as our Student Hwb Support Officer please apply via the button shown.

Please note, this application process does not include the option to submit a CV. Therefore, your application will be assessed based on your answers to the application questions only and, in particular, your Supporting Statement.

Note your correspondence language will be determined by the language you apply in. To apply in Welsh, please click ‘Cymraeg’ at the top right of the screen. 

Closing date: 7 February 2025, 11:59pm