The i-zone aims to deal with most student enquiries at first contact through trained i-zone Officers capable of dealing with a wide range of routine enquiries. More complex enquiries are referred to the specialist back office services (Accommodation, Admissions, Academic Registry, Finance, International Office and Student Services).
Students are able to contact the i-zone through a variety of channels: in person, on line (e.g. email, Facebook), telephone, etc. The i-zone Officers provide the front face of the i-zone delivering first class service to the students.
Principal Duties and Responsibilities:
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To ensure the provision of a professional and efficient range of student-centric services in line with Cardiff Metropolitan University policies and procedures, promoting a positive image to stakeholders and all users of the service.
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To work flexibly within the i-zone, pay-zone and info-zone both operationally and administratively and work with staff members providing cross-working arrangements from the stakeholder units. To provide a high standard of service to ensure students’ expectations are consistently supported.
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To support a culture of continuous improvement, and support the i-zone Manager with new developments within the i-zone service.
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To support and contribute to the services and teams within Student Services overall, and wider Cardiff Metropolitan University strategic aims and objectives.
Duties and Responsibilities:
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To work within a team of student advisors and team members from stakeholders’ services to provide a high quality customer facing service.
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To deal with enquiries in accordance with agreed service protocols, and Cardiff Metropolitan University’s Data Protection and Freedom of Information policies and guidance.
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To contribute to the service needs and targets, through the planning and scheduling of workload.
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To provide routine requirements of the i-zone both operationally and administratively.
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To support i-zone objectives, with the aim of maximising team productivity.
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To participate and support peer review activities within the service and unit, to ensure excellence and consistency of services to students.
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To contribute towards the delivery of a professional and efficient range of student -centric services, promoting a positive image to stakeholders and all users of the service.
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To ensure that all work is carried out to defined levels and standards of service are maintained and students’ expectations are consistently supported and exceeded.
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To assist the development of i-zone ‘outreach’ services, functions, etc at other Cardiff Metropolitan University campuses, as demand and resources permit.
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To support the review of the i-zone services with internal stakeholders.
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To participate in regular briefing sessions with Units and Schools to ensure that the i-zone team has up to date and accurate information and awareness of planned changes and developments to support student enquiries.
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To record interaction and enquiries from students with the i-zone and stakeholder services. To support and encourage the use of a web-based information resource for the i-zone, to assist ‘self help’ support to students.
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To adhere to i-zone specific financial and cash handling procedures and systems in accordance with Cardiff Metropolitan University’s financial procedures.
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To carry out investigation, action and response to feedback, suggestions and complaints received by the i-zone as directed by the i-zone manager (in accordance with Cardiff Metropolitan University’s Complaints and Suggestion scheme procedures).
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To use a range of standard service forms, letters, publications, manuals, and any other forms of communication used by the i-zone.
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To support the i-zone brand/identity through all defined elements.
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To be comply to health & safety procedures within the i-zone, to support compliance with relevant corporate policies and legislation.
Personal Spec
Education & Qualifications
(Essential)
Educated to HNC Level or equivalent, or relevant experience
(Desirable)
Continuing professional development in a relevant area
Knowledge
(Essential)
Ability to learn quickly, whilst on the job, and to assimilate a large often changing body of knowledge quickly and accurately
Competence in the use of computing, software and information technology
Practical awareness of Equality and Diversity in the workplace (Desirable) Knowledge of health and safety and security issues Knowledge of the HE sector
Skills and Abilities
(Essential)
Ability to deal with people with tact, courtesy and empathy
Highly developed inter-personal skills with a strong commitment to customer care
(Desirable)
An understanding of service level agreements Ability to speak welsh v
Experience
(Essential)
Experience of working within agreed operational procedures.
Experience of cash handling
Experience of working in a customer facing environment, and of problem resolution.
Experience of working sensitively and confidentially with people
(Desirable)
Experience of dealing with student records, and administration.
Other Requirements
(Essential)
Ability to travel between campuses
(Desirable)
Able to work flexible hours as required, occasional weekend working may be required.