Internal Applicants Only - Student Experience Officer

Applications are invited for a Student Experience role within Cardiff University's School of Computer Science & Informatics. This is an exciting role within the School of Computer Science & Informatics. The role holder will proactively support students in the School to make the most of their university experience by ensuring that there are appropriate mechanisms within the School to support Student Voice activities. The role holder will lead their team in developing projects, events and initiatives and supporting student education practices and extracurricular events. The post-holder will ensure that the needs and expectations of both home and overseas students are understood and will develop initiatives and working practices to ensure the development of an exceptional student experience for all Computer Science &Informatics students. Within the School you will act as a key contact point for student queries, feedback and issues, ensuring that all queries are dealt with in a timely and appropriate fashion, developing proactive campaigns, working practices and other projects or initiatives. You will work with academic colleagues and staff within the wider University to ensure a coordinated and inclusive approach to student experience support within the School. The post-holder will be responsible for the effective communication, coordination and administration of work in relation to the student experience and will provide advice, guidance and support to students and staff, proposing and leading projects, events and new initiatives within the School.,

• In consultation with key stakeholders and using data available (using amongst other sources of information, student survey data), to work proactively to identify student expectations and needs, and analyse the student experience within the School of Computer Science & Informatics, with a particular focus on the experience of overseas students.
• Provide professional advice and guidance on student-facing processes and procedures to a variety of internal and external stakeholders, using judgement and creativity to suggest the most appropriate course of action where appropriate, and ensuring complex and conceptual issues are understood.
• Investigate and analyse specific issues within the area of student experience, creating recommendation reports, proposing project plans, and subsequently managing the implementation of any new student-facing initiatives within the School of Computer Science & Informatics.
• Ensure that the provision of student support within the School of Computer Science &Informatics positively contributes to the student experience for both home and overseas students, proactively changing the delivery according to customer requirements.
• Collaborate with others in order to make recommendations for developments of established processes and procedures, or to address gaps in current provision.
• Establish working relationships with key internal and external contacts, developing appropriate communication links with the University's Schools/Directorates and outside bodies as required.
• Create, lead and participate in specific working groups across the School and/or University to achieve agreed objectives.
• Work with colleagues within the School to monitor and progress action plans, including those relating to annual review and enhancement.
• Coordinate and administer projects and events within COMSC which contribute positively towards the student experience.
• Supervise specific project teams to accomplish key objectives
• Develop and deliver training within the area of student experience as required, ensuring a consistent approach is adopted within the School.
• Undertake a variety of administrative duties to support the School of Computer Science & Informatics, with a particular focus on student support and student experience.
• Management of student surveys (National Student Survey, PTES) and Module Enhancement, reviewing results and contributing to arising action plans ensuring that the school has robust processes in place to respond to student feedback.
• Working alongside relevant colleagues, oversight of the teaching allocations for School's Teaching Support (Teaching Associates and Student Demonstrators)'
• Act as Student Rep Co-ordinator, working closely with Student Reps as the point of contact for Student Staff Panels and associated student facing tasks.
• Key contact for communications to students within the School, working with colleagues to produce newsletters and ensuring students are kept updated on relevant information.
• Providing information to, and administrative support for relevant School committees, including developing agendas, circulating papers, recording and monitoring actions, etc.
• Manage a team of Student Experience Administrative Officers, setting deadlines and prioritising work as needed.
• Instruct and guide other employees across the University within the area of student support and student experience as required.
General Duties
• Ensure that an understanding of the importance of confidentiality is applied when undertaking all duties.
• Abide by University policies on Health and Safety and Equality and Diversity.
• Perform other duties occasionally which are not included above, but which will be consistent with the role.
  
  1. Degree/NVQ 4 or equivalent Professional membership/experience, 2. Substantial experience of working within a student-facing role with a focus on student experience.
3. Able to demonstrate professional knowledge within the area of student support and/or student experience to give advice and guidance to internal and external customers. 4. Ability to set up standard office systems and procedures and make improvements as appropriate. 5. Experience of managing customer-facing improvement projects and events. Customer Service, Communication and Team Working 6. Ability to communicate conceptually detailed and complex information effectively and professionally with a wide range of people from a variety of cultural backgrounds. 7. Evidence of ability to explore customers' needs and adapt the service accordingly to ensure a quality service is delivered. Planning, Analysis and Problem solving 8. Evidence of ability to solve expansive problems using initiative and creativity; identifying and proposing practical solutions and resolving problems with range of potential outcomes. 9. Evidence of demonstrable knowledge of key advances within student support and/or student experience. 10. Evidence of ability to work unsupervised to deadlines, proactively planning and setting priorities for own work and that of others and monitoring progress. Desirable Criteria 1. Postgraduate/Professional qualification 2. Knowledge of the requirements and expectations of home and overseas students 3. Experience of working in a Higher Education environment 4. Fluency in Welsh, written and oral

Cardiff University has a successful School of Computer Science & Informatics with an international reputation for its teaching and research activities. We are a research-led School with a longstanding, international reputation for applied research activities, and collaborate with more than 100 UK and international academic and industrial partners. For more information on the School please visit our website: http://www.cardiff.ac.uk/computer-science. Cardiff University is committed to supporting all its employees in achieving the necessary balance between their work and their personal lives. As part of this commitment, the University has developed a flexible and responsive framework of support for staff in managing their work and personal commitments wherever possible. The position is full-time (35 hours per week), and is fixed term until the 31st of July 2025., Cardiff University is committed to supporting all its employees in achieving the necessary balance between their work and their personal lives. As part of this commitment, the University has developed a flexible and responsive framework of support for staff in managing their work and personal commitments wherever possible. [Applications for posts on a part-time or job-share arrangement would also be considered]., Applications may be submitted in Welsh, and an application submitted in Welsh will not be treated less favourably than an application submitted in English.

The appointment will be made, dependent on relevant qualifications and experience, within the Grade 5 scale, currently £33,232 - £35,880 per annum.