Customer Service Adviser (Info Point)
Information Point provides support services for students to help them to develop academically, professionally, and personally. Information Points operate across all UWE campuses as a first point of contact for student queries, where dedicated staff provide advice and access to support from specialist teams on a wide variety of academic, emotional and practical issues from money management, fees and funding to course-related issues and wellbeing.
You will represent UWE Bristol values with every customer interaction undertaken. Therefore, a passion for the highest levels of customer service is expected. UWE, Bristol will invest in you through training, treating you with respect and empowering you.
You will be initially based at our Frenchay campus and once induction completed you will work across multiple campuses on a rota basis. Frequency will vary due to business need and will involve suitable notice. Hours will cover 08.30 18.30, therefore your hours will either be 08.30-16.30, 9.00-17.00, or 10.30-18.30). Work pattern to be discussed at interview.
Working across multiple sites provides an excellent opportunity to enrich your staff experience including your knowledge of a wide range of campus cultures by collaboration and networking with students, colleagues within the team and across the wider university.
You will work on front desks dealing with queries as they arise in a fast paced and pressurised environment, triaging queries and referring or signposting where appropriate. You will also provide support in back-office locations handling telephone calls, emails, appointment bookings and other routine admin tasks.
About you
The role requires knowledge of a wide range of subjects and so, the ability to learn and absorb knowledge quickly and to communicate this effectively in writing, over the phone and in person are essential skills for this role. The variety of questions received means that no two days are the same.
You will have a can-do attitude and foster this amongst colleagues and be able to respond positively to rapidly changing situations. You will be resilient and able to deal with challenging situations. You will also be required to provide support in back-office locations handling telephone calls, emails, appointment bookings and other routine admin tasks. It will be essential to have good IT skills and be digitally capable in a range of systems and processes. Attention to detail is also a key requirement of the role.
The Information Point service supports students who are often in emotional distress. You will have excellent communication and customer care skills and approach your work in a calm, positive and empathetic manner. A knowledge of student experience within a Higher Education setting is desirable, along with an understanding of mental health issues.
Where is this role based?
This post is based at our livelyFrenchaycampus where we have invested in the latest facilities and resources to give both our staff and students access to everything they need to succeed.
Why UWE Bristol?
We are one of the largest providers of Higher Education in the South West with 38,000 students and 4,000 staff from right across the globe. Based inBristol, one of the UKs most exciting and forward-thinking cities, we are regionally embedded and globally connected, with an established network of employer and academic partners.
We offer a wide range ofemployee benefitsincluding progressive pay rates, generous annual leave and career average pension schemes as well as retail savings, onsite nursery and opportunities for training and personal development.
Add your individuality to ours
UWE Bristol recognises the power of atruly diverse university community.
We are proud to be part of a vibrant, multicultural city that celebrates diversity, were always looking for talented people from all backgrounds to join us. Our people are our strength, and diversity enhances our creativity and leads to better decision-making and problem-solving. Bring your talent and ambition to our growing community and find yourself in a stimulating and supportive environment where youll thrive.
We particularly encourage applications from global majority candidates as we are currently under-represented in this area of the organisation, however all appointments are made strictly on individual merit.
As aDisability Confidentemployer, we welcome applications from those who identify as having a disability.
Further information
Shortlisting is expected to be completed within 2 weeks of the closing date depending on application volumes. We aim to give candidates at least a week's notice to attend interview.
Professional Services staff:This is a full time, permanent post, working 37 hours per week.
Job Share:This post is available on a job share basis for applicants wishing to work part time.
UWE Bristol is a campus-based University and it is vital to our success and the delivery of an outstanding experience for our students that our campuses are dynamic and vibrant places to learn and spend time. This role is therefore campus based for at least 60 percent of your time, with the opportunity to work from home on the remaining days
Include for Professional Services vacancies:To ensure fairness and equity all salary offers will be made in line with the University's salary assessment guidelines and will be based on your relevant skills and experience.
Right to Work in the UK
The University has a legal responsibility to ensure that all employees are eligible to live and work in the UK. You will therefore be required to provide evidence of your right to work in the UK, please refer to theHome Office Right to Work Checklistfor information on which documents are acceptable.
We are unable to provide sponsorship for this role under the Home Office Skilled Worker visa route. If you do not have current right to work in the UK you may wish to exploreother visa options.
Please note that UWE Bristol does not cover any visa or health surcharge costs.
Advice to applicants
Wed love to hear from you - if you are excited about this opportunity please complete our application form as soon as possible.
Tell us how your skills and experience relate to the requirements of this role by describing how you meet each of the essential and desirable criteria listed in the Person Specification section of the Job Description, and include specific examples wherever possible.
Once we have completed shortlisting we will let you know the outcome of your application by email, so please check your inbox for updates.
JBRP1_UKTJ