Hub Assistant (Part-time)

Job Number

Applications will only be accepted via our on-line recruitment website, jobs.bangor.ac.uk. However, in cases of access issues due to disability, paper application forms are available by telephoning 01248 383865.

Informal enquiries can be made by contacting: Claire Walton, Senior Officer: Hub, email c.walton@bangor.ac.uk Tel: 01248 388509.

Committed To Equal Opportunities.

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:

• Registry, which oversees student administration and business support, and leads on quality assurance, academic enhancement, and curriculum management.
• 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.
• 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

The Hub Assistant works as part of a team, ensuring effective scheduling, service delivery, and operational support across Helpdesk functions, ID card production, and selected library services such as click-and-collect. The post holder will foster a supportive and collaborative team environment, provide guidance on moderately complex issues, and contribute actively to service improvement and student experience enhancement.

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

• 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.
• 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.
• Assist with the production and issuing of student ID cards, including during peak registration and enrolment periods.
• Any other duties appropriate to the grade, as requested by line management.

Duties applicable across Grade 4 staff in the directorate

Service Delivery

• Provide efficient administration for processes, events, or services within an assigned area of work.
• 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

• 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.
• 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.
• Liaise with internal and external stakeholders to ensure delivery of successful event planning promotion and execution.

Data Management, Reporting and Casework

• Collect, input, and analyse data related to the role's focus, monitoring and responding to issues, maintaining confidentiality and escalating as necessary.
• 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

• Contribute to the development and refinement of resources, processes and systems within the assigned area.
• 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

• When required, provide flexible and proactive support for university-wide events and initiatives, ensuring smooth delivery and a consistent experience for participants.
• 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.
• 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.
• Represent the team or service area in meetings, working groups, or at external events.

Compliance and Professional Development

• 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

• 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.
• 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.
• 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.
• 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

• Minimum of 5 GCSEs at grades A* - C (incl. English and Maths) or NVQ level 2 in a relevant subject area.

Desirable

• Further training or qualification in administration, customer service, or related area.
• NVQ level 3 in a relevant subject area.
• ECDL Certificate.

Experience/Knowledge

Essential

• Experience of working in a student-facing or customer service environment.
• Experience in handling a range of queries and applying policy and procedure consistently.

Desirable

• Experience of using large institutional systems (e.g. student records, helpdesk etc).
• Experience of dealing with queries and providing information to students and academic staff.
• Understanding of data protection, confidentiality, and the appropriate handling of sensitive information.

Skills/Abilities

Essential

• Excellent organisational and time management skills, with the ability to manage conflicting priorities.
• Ability to interpret and apply procedures to and resolve moderately complex issues.
• Strong interpersonal skills with the ability to communicate effectively with students and colleagues at all levels.
• Competent user of standard IT applications (e.g. Microsoft Office).

Other

Essential

• 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

The University is committed to supporting and promoting equality and diversity and to creating an inclusive working environment. We believe this can be achieved through attracting, developing, and retaining a diverse range of staff from many different backgrounds. We strive to develop a workforce from all sections of the community regardless of sex, gender identity, ethnicity, disability, sexual orientation, trans identity, relationship status, religion or belief, caring responsibilities, or age. We promote and facilitate the use of the Welsh language through our progressive Welsh Language Policy. We comply with the Welsh Language Standards and are committed to equality of opportunity. You are welcome to apply for any job in English or Welsh and all applications submitted will be treated equally.

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.

We have a legal responsibility to ensure that you have the right to work in the UK before you can start working for us. When you apply for this post you will be required to explain the basis upon which you believe you will able to live and work in the UK legally on the commencement date of the role should your application be successful. If you do not have the right to work freely in any position in the UK already, any offer of employment we will make to you will be subject to you obtaining a right to work visa. The following link provides information on the various visa routes into employment and the eligibility requirements (including switching visa status where permissible) https://www.gov.uk/browse/visas-immigration/work-visas. If you are successful in your application we will discuss visa options with you at the time of making the offer of employment.

Please note that, in the event of applications being received from candidates on the University's Redeployment Register with a reasonable skills match to the post specification, these applicants will be given prior consideration.