Job Title: Student Hub Specialist

Reports to: Head of Student Hub
Location: Astana, Kazakhstan

Role Purpose

The Student Hub Officer provides day-to-day support for students at Cardiff University Kazakhstan, acting as a friendly and reliable first point of contact. These professional services (non-academic) entry-level role combines administrative tasks with student-facing services to ensure smooth processes and a positive student experience. It is well suited for a motivated young professional with some prior experience who is looking to develop their career in higher education services.

Key Responsibilities

General

• Act as a first point of contact for internal and external enquirers, maintaining the highest standards of customer service.
• Respond to, escalate or resolve enquiries appropriately.

Student Support & Adjustment

• Assist students in adjusting to university life and managing personal challenges.
• Provide clear and accurate guidance on policies, procedures, and available student services.
• Signpost students to wellbeing and specialist support where appropriate.

Campus Life & Facilities

• Establish good working relationships with key contacts to help support and improve how you and the team deliver work,
• Respond to enquiries related to the quality of dormitories, study spaces, cafeterias, and recreational facilities.
• Escalate facility-related concerns to relevant departments, ensuring timely resolution.
• Promote a safe, inclusive, and welcoming campus atmosphere.

Community & Engagement

• Support student participation in clubs, societies, and extracurricular activities.
• Help coordinate sports, cultural, and social events on campus.
• Encourage students to take part in volunteering, leadership, and community-building opportunities.
• Act as a visible presence at student activities and events, ensuring inclusivity and engagement.

Administration & Customer Service

• Manage day-to-day student inquiries at the Hub (in person, online, or by phone).
• Maintain accurate student records and support routine administrative processes.
• Contribute to communications, notices, and information materials for students.
• Ensure high standards of customer service, confidentiality, and data protection.
• Collate and input information as appropriate to update administrative systems.

Teamwork & Development

• Collaborate with colleagues to ensure seamless delivery of Student Hub services.
• Share and utilise feedback from students to improve processes and services.
• Engage in professional development and training opportunities to enhance skills and knowledge.
• Maintain a working knowledge of Student Services, particularly in relation to processes and systems, being able to signpost these to others and provide support to staff and students as required.

Essential Qualifications & Experience

• Demonstrable professional experience in an administration, customer service, or student-facing role, including experience of working in a team environment.
• Strong organisational and administrative skills, with the ability to multitask.
• Excellent interpersonal skills , including the ability to communicate detailed and complex information accurately and professionally.
• Evidence of ability to explore customers’ needs and adapt the service accordingly to ensure a quality service is delivered.
• Evidence of ability to solve problems using initiative and creativity.
• IT literacy (MS Office, email, databases).
• Commitment to inclusivity, equality, confidentiality, and safeguarding.
• Fluency in Kazakh, Russian, and English.

Desirable

• Experience in student services, youth organisations, or community engagement.
• Familiarity with higher education environments in Kazakhstan or internationally.
• Experience in coordinating events, clubs, or community programmes.