Job Purpose
Providing customer centric, comprehensive and professional support and guidance relating to our various Security Systems (e.g. electronic access control, keys / locks, Intruder Alarm, CCTV systems), to users across the University and to assist the Security Systems Manager to manage outsourced maintenance / support contracts, and to co-ordinate and deliver both reactive fault resolution and planned projects (e.g. new installations, upgrades).
As the biggest university in Wales – and a major employer, with more than 7,000 staff – we are an ambitious and innovative university located in a beautiful and thriving capital city. We can offer you the chance to work in a vibrant organisation, with great benefits and opportunities for progression.
Duties and Responsibilities
Key Duties
* Provide detailed advice and guidance on Security Systems processes and procedures to internal and external customers (staff, students or members of the public), using judgement and creativity to suggest the most appropriate course of action, and contributing to the solving of more complex issues.
* Support the Security Systems Manager in ensuring the effective and efficient running of outsourced Security Systems contracts and to co-ordinate and deliver both reactive fault resolution and planned projects (e.g. new installations, upgrades).
* Monitor electronic access control and CCTV systems to trouble shoot and resolve issues independently, including those technical in nature.
* Ensure faults identified / reported are triaged promptly, ensuring the customer and / or those affected are kept up to date with progress and likely fix times. (The role will require you to visit university buildings to assist in fault identification / triaging for resolution)
* Provide highly customer centric support for Reception and Enrolment Teams with ID card production, access right queries and associated issues.
* Develop procedures relating to the operation of Security Systems and team operational and administrative processes.
* Update databases (include handling of personal data) always operating in-line with General Data Protection Regulations (GDPR).
* Work in partnership with the colleagues across Estates and Campus Facilities to achieve and maintain a 'one team', customer centric service for the University.
* Work with others to make recommendations to improve our ways of working.
* Establish productive relationships with key individuals (University colleagues and external contacts) to help improve the level of service the team provides to its customers.
* Perform a variety of administrative duties to support the team and department achieve its objectives.
* Gather and analyse data (e.g. access card audit trail, fault hot spots) so that informed decisions can be made, establishing basic trends and patterns in the data and providing reports and recommendations for management.
* Instruct and guide colleagues across the University in relation to Security Systems as required.
General Duties
* Abide by all University policies and undergo appropriate personal and professional development.
* Perform other duties which are not included above, but which will be consistent with the role.
* Uphold the Professional Services Values & Behaviours or local equivalent.
Please note: A basic Disclosure and Barring (DBS) check will be carried out for the successful candidate.
Person Specification
We want to employ people with a wide variety of experiences. We welcome applications from all sections of the community regardless of sex, ethnicity, disability, sexual orientation, trans identity, relationship status, religion or belief, caring responsibilities, or age. We are particularly seeking applications from candidates who come from backgrounds that are underrepresented at the University, including people from Black, Asian and Minority Ethnic communities.
We are looking for a team player who will work with colleagues to provide a great service to staff and students. You don't need to have worked for a university before; this is an opportunity to show your potential and start or continue your career at Cardiff University.
This role may be an opportunity for you to build on your experience from working in a previous administrative / support role or environment with particular interest in Security Systems, showing your transferable skills and aptitude to be successful in the role. You should be enthusiastic about developing your knowledge and skills to become a valued member of the team.
Your application will be assessed against the following essential and desirable criteria for the role. Please copy and paste this section into a new document and give clear examples of how you can evidence meeting each criteria by writing under each one. You can draw on elements from any aspect of your life (e.g. work, home, education/qualifications or community life) as long as you focus on their relevance to the role.
Please save your supporting statement in a separate document with the title [YOURNAME-BR NUMBER-JOB TITLE] and attach it to your application in the recruitment system, available here.
Please note that these are also the criteria shortlisted applicants will be assessed against at interview and/or by other means (e.g. a skills test).
Essential Criteria
* Ability to communicate in writing clearly, concisely, and effectively to provide detailed and customer centric advice and guidance.
* Evidence of an excellent standard of numeracy and IT literacy.
* Experience of working in an administrative role or environment and ability to set up standard office systems and procedures, making improvements to these as appropriate
* Experience of technical system / software administration and management.
* Specialist knowledge of system support and evidence of customer centric service provision.
* Ability to communicate specialist and complex information effectively and professionally to a range of customers with varying levels of understanding.
* Ability to advise and influence key stakeholders in your area of work.
* Ability to explore customers' needs and adapt the service you provide accordingly to ensure a high-quality service is delivered.
* Ability to use your initiative and creativity to solve problems, respond to queries and make recommendations, identifying and proposing practical solutions.
* Ability to work unsupervised to deadlines, planning, setting and monitoring your priorities and those of the team.
Desirable Criteria
* Experience of working in a similar role or environment, e.g. Higher Education, Security Support, Facilities Management.
* Ability to speak/understand Welsh or a willingness to learn.
Additional Information
The role will predominantly involve working normal day time working hours but may be required to work weekends, evenings and / or nights on occasion to suit the needs of the University during busy periods.
This is a campus-based role as it is required to provide critical re-active support to colleagues delivering front line services on-campus. As such, home working is not offered as a regular arrangement.
HOW WE WILL SUPPORT YOU IN PERFORMING THIS ROLE
We want to support and develop you in the role, using a combination of the following to help you reach your full potential.
* Regular one-to-one meetings with your Line Manager.
* An experienced and supportive team around you.
* Support to undertake job-relevant training and development, as identified by your Line Manager. This could be informal or could be an apprenticeship leading to a formal qualification, such as Business administration NVQ.
* A staff mentoring scheme.
* Support to learn Welsh or to update language skills.
Salary Range Min.
28,031
Salary Range Max.
31,236
Job Category
Estates
Grade
Grade 4