Customer Experience Team Leader (Information Point)

About us: Student Information and Advice 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.

Responsibilities of the role;

• To actively liaise with other departments
• To deal with escalations and difficult situations
• To deal with distressed students and work to confidentiality and GDPR regulations
• To line manage and support staff and following HR policies and procedures where appropriate
• To identify issues but also suggest and implement solutions and continuous improvements
• To work with Information Point Manager and other service Managers as appropriate.

About you: We are looking for 2 enthusiastic, customer-focused, resilient, and flexible individuals to work on a permanent basis. 

We have 2 posts, one full time and one part time. 

• The full-time post is based at Frenchay Campus but may be required to work from alternative campuses based in the Bristol area.    
• The part time post is based at City Campus but also may be required to work from alternative campuses based in the Bristol area. This post is offered initially as Monday to Thursday (30 hours per week) to work alongside a job share. Alternative working patterns could be discussed with the successful candidate (although working on Mondays and Tuesday would be essential) 

You will predominantly be required to work standard office hours (8.30-17.00) but may on occasion be asked to support the service at the start or end of the day (from 08:00 or until 19:00). 

The Information Point service supports students who are often in emotional distress. We are looking for someone who has excellent communication and customer care skills and who can approach their work in a calm, positive and empathetic manner.

Why UWE Bristol?

We are one of the largest providers of Higher Education in the South West with 32,000 students, 250,000 alumni and 4,000 staff from across the globe.

One post is based at our lively Frenchay campus where we have invested in the latest facilities and resources to give both our staff and students access to everything they need to succeed.

In addition to progressive pay rates, UWE Bristol offers a wide range of generous employee benefits which can be viewed in the full advert on our website.

Further information 

If you would like an informal discussion, please contact Cathryn Carter on 0117 3281290 or email Cathryn.carter@uwe.ac.uk

This post is available on a job share basis for applicants wishing to work part time.  

We particularly encourage applications from Black, Asian, Multiple Heritage or Other Minority Ethnic candidates as we are currently under-represented in these areas within UWE Bristol however all appointments are made strictly on individual merit.

The University’s normal practice is that new appointments will be made at the starting point of the grade. 

We are unable to provide sponsorship for this role under the Home Office Skilled Worker visa route. As we are unable to sponsor anyone requiring a visa for this role candidates must therefore be able to provide their own right to work in the UK.  

Please refer to the Home Office Right to Work Checklist which provides details of which documents are acceptable. Should you be shortlisted you will be asked to provide your right to work documents at your interview. 

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