Student Hwb Support Officer

THE ROLE

The University of Wales Trinity Saint David is committed to transforming education and to enhancing the student experience. This has led to the development of physical and digital student-facing Hubs (Hwbs) to provide a one-stop-shop approach to addressing student queries and sharing information.

The Student Hwb serves as the first point of call for students, handling queries in person, via email, live chat, phone and through the student portal. Empowered to resolve a wide range of common student issues, the Hwb team minimises the need for referrals. The Student Hwb knits the different elements of the University together, presenting a unified approach to our students. When referrals are required, the Student Hwb ensures active engagement, tracking resolutions to completion.

The Student Hwb is responsible for student communications including social media and maintain the Student Hwb App. The Student Hwb also organise the welcome events and resources for new and returning students across UWTSD’s Welsh campuses.

The Student Hwb Support Officer will work under the guidance of the Student Hwb Manager, collaborating closely within a vibrant and welcoming team to provide holistic student support. This role requires a proactive and caring approach, to delivering exceptional service in alignment with the Hwb’s operating principles and objectives.

The duties for this role may vary but broadly encompass the following responsibilities:

• Delivering high-quality, student-centred service and support through the Student Hwb.
• Assisting with UWTSD’s welcome activities and contributing to the development of welcome resources for new and returning students.
• Ensuring a professional triage service, acting as first point of contact for student enquiries via telephone, in-person or digitally using own judgement to identify appropriate services to which to refer students.
• Using initiative to ensure all student queries are managed effectively, confidentially and with excellent customer service.

The location of this role is in the Student Hwb Carmarthen.

Please refer to the job description for details on the essential criteria required for this role.

WELSH LANGUAGE

The ability to communicate and work through the medium of Welsh is essential for this post.

ADDITIONAL INFORMATION

• Annual leave entitlement is 28 days’, plus 8 bank holidays and 4 University closure days pro rata
• For information on our staff benefits, please copy and paste this link into your browser: https://www.uwtsd.ac.uk
• This role is not eligible for sponsorship in line with Home Office salary threshold requirements https://www.gov.uk/skilled-worker-visa/your-job (grade 4 and below)
• This application process does not include the option to submit a CV. Therefore, your application will be assessed based on your application and supporting statement (only to be used when asked by HRBP)

Closing date: 29^th July 2025 11:59pm

Interview date: 12^th August 2025 

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