Job Number
BU03925
School/Department
Student Services: Student Administration
Grade
4
Contract Duration
Permanent
Responsible to
Hub Officer
Overview
The Directorate of Student and Academic Services brings together key professional services that support the student journey and enhance the academic experience at Bangor University. The Directorate comprises three main areas:
1. Registry, which oversees student administration and business support, and leads on quality assurance, academic enhancement, and curriculum management.
2. Student Life, which encompasses a wide range of student-facing services including Wellbeing and Inclusivity, Library Collections, Residential Life, Student Success (covering Teaching, Learning and Language Support, Careers, and Student Advice), and the Student Experience team.
3. Campus Services, responsible for the University’s day-to-day operational environment, including Facilities, Catering, Sport, the Nursery, and the Security and Response Team. From August 2025, it will also include the Management and Development Centre.
Together, these services work in close partnership with academic colleagues and other professional service directorates to provide a supportive, inclusive and high-quality environment in which students can thrive.
Purpose of the Job
In addition, the Hub Assistant will contribute to the continuous improvement of services for students in line with the strategic priorities of the University and taking into account the needs of the diverse student body.
Main Duties and Responsibilities
Specific duties of the role
4. Facilitate first-tier support to staff and students by using the University's Helpdesk platforms to log, triage, and resolve a wide variety of enquiries, escalating complex cases where necessary.
5. Support the operation and promotion of the University’s click-and-collect library service and related patron transactions, working in close coordination with Library Collections colleagues.
6. Assist with the production and issuing of student ID cards, including during peak registration and enrolment periods.
7. Any other duties appropriate to the grade, as requested by line management.
Duties applicable across Grade 4 staff in the directorate
Service Delivery
8. Provide efficient administration for processes, events, or services within an assigned area of work.
9. Manage and maintain accurate records and databases, and coordinate delivery of operational tasks such as scheduling, correspondence, and document preparation to ensure smooth service delivery
Communication, Stakeholder Engagement & Events
10. Create and distribute clear and engaging communication materials to promote services, events, or updates, including maintaining webpages, newsletters, and other platforms to enhance visibility and accessibility of services.
11. Organise and deliver events, workshops, or sessions for students and staff (e.g., careers fairs, employability workshops, or student support workshops). These will be delivered using materials or resources designed by senior members of staff.
12. Liaise with internal and external stakeholders to ensure delivery of successful event planning promotion and execution.
Data Management, Reporting and Casework
13. Collect, input, and analyse data related to the role's focus, monitoring and responding to issues, maintaining confidentiality and escalating as necessary.
14. Handle routine and complex cases following predetermined procedures in a timely and professional manner, providing appropriate resolutions or escalating when required.
Process Improvement and Innovation
15. Contribute to the development and refinement of resources, processes and systems within the assigned area.
16. Collaborate across departments to provide flexible and proactive support for university-wide events and initiatives, ensuring smooth delivery and a consistent experience for participants.
Collaboration and Teamwork
17. When required, provide flexible and proactive support for university-wide events and initiatives, ensuring smooth delivery and a consistent experience for participants.
18. Provide cross-functional assistance within the Directorate by covering staff absences or stepping in during periods of high demand, adapting quickly to different processes and priorities to maintain operational efficiency.
19. Build and maintain relationships with internal teams, academic departments, professional services and external partners, ensuring that services are integrated and that student needs are holistically met.
20. Represent the team or service area in meetings, working groups, or at external events.
Compliance and Professional Development
21. Provide administrative support for audits, reviews, or other compliance-related activities, ensuring use of proper documentation and accurate record-keeping for accountability and reporting purposes.
Other Duties and Responsibilities
22. The post holder will be expected to participate in performance review and developmental activities including attending training sessions, team meetings, or workshops to develop skills and enhance knowledge.
23. The post holder will be expected to comply with the University equal opportunities policies, Dignity at Work and Study Policy and the University’s Welsh Language Policy and the Welsh Language Standards.
24. The post holder has a general and legal duty of care in relation to health, safety and wellbeing and must take all reasonable steps to ensure a safe and healthy working environment for themselves and for other members of staff, students and visitors affected by their actions or inactions. The post holder is also required to comply with all applicable health and safety policies, procedures and risk assessments.
25. The post holder must comply with relevant legal and financial policies and relevant institutional policies and procedures and be aware of their responsibilities in terms of the legal requirements of their post.
Person Specification
Qualifications/Training
Essential
26. Minimum of 5 GCSEs at grades A* - C (incl. English and Maths) or NVQ level 2 in a relevant subject area.
Desirable
27. Further training or qualification in administration, customer service, or related area.
28. NVQ level 3 in a relevant subject area.
29. ECDL Certificate.
Experience/Knowledge
Essential
30. Experience of working in a student-facing or customer service environment.
31. Experience in handling a range of queries and applying policy and procedure consistently.
Desirable
32. Experience of using large institutional systems (e.g. student records, helpdesk etc).
33. Experience of dealing with queries and providing information to students and academic staff.
34. Understanding of data protection, confidentiality, and the appropriate handling of sensitive information.
Skills/Abilities
Essential
35. Excellent organisational and time management skills, with the ability to manage conflicting priorities.
36. Ability to interpret and apply procedures to and resolve moderately complex issues.
37. Strong interpersonal skills with the ability to communicate effectively with students and colleagues at all levels.
38. Competent user of standard IT applications (e.g. Microsoft Office).
Other
Essential
39. The ability to speak Welsh confidently and to perform certain written tasks in Welsh is essential for this post, for example contributing to a bilingual meeting and writing simple emails in Welsh.
General
We are a member of Advance HE's Athena SWAN Gender Equality charter and hold a Silver award in recognition of our commitment to and progress towards gender equality within the University's policies, practices, and culture.
We are proud to be a Disability Confident employer.
All members of staff have a duty to ensure their actions are in line with the overall environmental aims of the University and minimise their environmental impact.
All offers are made subject to proof of eligibility to work in the UK and receipt of satisfactory references.