Information Point Team Leader
| Posting date: | 30 June 2025 |
|---|---|
| Salary: | £27,674 to £31,012 per year |
| Hours: | Full time |
| Closing date: | 06 July 2025 |
| Location: | Bristol, South West England |
| Remote working: | Hybrid - work remotely up to 2 days per week |
| Company: | University West of England |
| Job type: | Temporary |
| Job reference: | R08373 |
Summary
About us
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.
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. We offer a wide range of employee benefits including 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 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
If you would like to speak to us to find out more about this role please contact Claire Foreman on 0117 3286834 or Claire.Foreman@uwe.ac.uk
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, 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
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.
We are unable to provide sponsorship for this role under the Home Office Skilled Worker visa route. Please note that UWE Bristol does not cover any visa or health surcharge costs.
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.
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. We offer a wide range of employee benefits including 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 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
If you would like to speak to us to find out more about this role please contact Claire Foreman on 0117 3286834 or Claire.Foreman@uwe.ac.uk
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, 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
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.
We are unable to provide sponsorship for this role under the Home Office Skilled Worker visa route. Please note that UWE Bristol does not cover any visa or health surcharge costs.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.