Information Point Team Leader

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Student and Campus Life Services provides support 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, where dedicated staff provide advice and access to support from specialist teams on a wide variety of emotional and practical issues from money management, fees and funding to course-related issues and wellbeing.

The role of the Information Point Team Leader is to support the Information Point Advisers and / or Assistants in all aspects of line management, offering support and guidance to enable the team to develop and flourish.

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 the Information Point Manager and other service Managers as appropriate.

About You

We are looking for an enthusiastic, customer-focused, resilient, and flexible individual to work on a fixed term basis (for one year or the earlier return of the postholder).

This is a part-time, fixed-term maternity cover post from 11th August for 1 year, or the earlier return of the post holder, working 30 hours per week. Working pattern will be Monday, Tuesday, Thursday and Friday.

This part-time post is based at Frenchay Campus but may be required to work from alternative campuses based in the Bristol area.

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 18:30).

Currently there is the opportunity to work in a hybrid way, working from home on occasion

You should have good organisational skills and administrative experience from a professional or specialist service in a large complex organisation, ideally Higher Education.
You should have excellent IT skills including experience of email, MS Office 365 including Word, PowerPoint, Excel and Teams to expert level.
You should be customer focussed with experience of managing a team within a busy customer service environment.
You should have experience of dealing calmly and sensitively with difficult or distressed people
You should have good communication skills, and the ability to build rapport quickly with students and colleagues.
You should have evidence of building relationships with other services colleagues
You should be able to deal calmly and sensitively with difficult or distressed people.
You should be able to manage own workload
Preferably you will have knowledge and understanding of student experience and processes within Higher Education., along with knowledge and understanding of mental health issues
You should be resilient and able to work flexibly.

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. A knowledge of student experience within a Higher Education setting is desirable, along with an understanding of mental health issues.

The role requires knowledge of a wide range of subjects and so, the ability to learn and absorb knowledge quickly and to communicate this effectively in writing, over the phone and in person are essential skills for this role. The variety of questions received means that no two days are the same.

You will have a can-do attitude and foster this amongst colleagues and be able to respond positively to rapidly changing situations. You will be resilient and able to deal with challenging situations. It will be essential to have good IT skills and be digitally capable in a range of systems and processes. Attention to detail is also a key requirement of the role.

Where is this role based?

This 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.

Why UWE Bristol?

We are one of the largest providers of Higher Education in the South West with 38,000 students and 4,000 staff from right across the globe. Based in Bristol, one of the UKs most exciting and forward-thinking cities, we are regionally embedded and globally connected, with an established network of employer and academic partners.

We offer a wide range of employee benefitsincluding progressive pay rates, generous annual leave and career average pension schemes as well as retail savings, onsite nursery and opportunities for training and personal development.

Add your individuality to ours

UWE Bristol recognises the power of a truly diverse university community.

We are proud to be part of a vibrant, multicultural city that celebrates diversity, were always looking for talented people from all backgrounds to join us. Our people are our strength, and diversity enhances our creativity and leads to better decision-making and problem-solving. Bring your talent and ambition to our growing community and find yourself in a stimulating and supportive environment where youll thrive.

We particularly encourage applications from global majority candidates as we are currently under-represented in this area of the organisation, however all appointments are made strictly on individual merit.

As a Disability Confident employer, we welcome applications from those who identify as having a disability.

Further information

Interviews are scheduled to take place at our Frenchay Campus late July/early August 2025.

This is a part-time, fixed-term post until August 2026, working 30 hours per week.

This post is not available on a job share basis

UWE Bristol is a campus-based University and it is vital to our success and the delivery of an outstanding experience for our students that our campuses are dynamic and vibrant places to learn and spend time. This role is therefore campus based for at least 60 percent of your time, with the opportunity to work from home on the remaining days

To ensure fairness and equity all salary offers will be made in line with the University's salary assessment guidelines and will be based on your relevant skills and experience.

Right to Work in the UK

The University has a legal responsibility to ensure that all employees are eligible to live and work in the UK. You will therefore be required to provide evidence of your right to work in the UK, please refer to the Home Office Right to Work Checklist for information on which documents are acceptable.

We are unable to provide sponsorship for this role under the Home Office Skilled Worker visa route. If you do not have current right to work in the UK you may wish to explore other visa options.

Please note that UWE Bristol does not cover any visa or health surcharge costs.

Advice to applicants

Wed love to hear from you - if you are excited about this opportunity, please complete our application form as soon as possible.

Tell us how your skills and experience relate to the requirements of this role by describing how you meet each of the essential and desirable criteria listed in the Person Specification section of the Job Description and include specific examples wherever possible.

Once we have completed shortlisting, we will let you know the outcome of your application by email, so please check your inbox for updates.

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Seniority level

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Mid-Senior level

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Part-time

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Information Technology
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Education

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Location:: Bristol, England, United Kingdom
Salary:: £60,000 - £80,000
Job Type:: PartTime
Category:: Management & Operations

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Information Point Team Leader

Seniority level

Seniority level

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Employment type

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