Student Helpdesk Assistant


7th May 2024

The opportunity

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, Learning Support, Money Advice, Careers, Placements, Employer Engagement, and Widening Success, 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 Metropolitan University 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.

What we are looking for

Act as the first point of contact for a wide range of student enquiries.

Effectively resolve enquiries from students, staff, parents and prospective students, either face-to-face, via e-mail, over the telephone or via the electronic enquiry system

Record all student enquiries onto the relevant recording systems.

Ensure that the highest standards of service excellence are maintained at all times.

Manage enquiries in accordance with agreed service standards and current legislation, including General Data Protection Regulations.

Work flexibly within a team to provide a respectful, cheerful, welcoming, professional and efficient range of student-centric services, promoting a positive image to stakeholders and all users of the service.

Promote use of self-service student facilities and confidently demonstrate this to students.

Develop and maintain strong working relationships with colleagues across the University, building a strong reputation of the I-Zone (student helpdesk), and keeping up-to-date of wider issues and changes.

Work flexibly within the Student Services team to support and contribute towards the overall success of the team.

Why join Cardiff Metropolitan University?

In 2020, the University was named The Sunday Times ‘Welsh University of the Year 2021’; in 2021 it became the Times Higher Education ‘UK and Ireland University of the Year 2022’; and in 2022 it was ranked the top university in the UK in the People and Planet Green League.

In addition, the University offers highly competitive terms and conditions including:

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 contributions.

Flexible and remote working opportunities.

Excellent family friendly policies.

Award winning sports and fitness facilities with subsidised membership, plus subsidised physiotherapy/complementary therapy/sports massage.

Access to all library facilities.

Free family access to our independent specialist wellbeing support provider, Health Assured.

If you would like to talk with us about this opportunity please contact Matthew Betteridge, Student Advice Manager, at

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.

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.

Further information

Please visit our staff recruitment website for information about working for us, our culture, benefits, work-life balance and our career progression and development opportunities.

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