askUS Student Adviser - #193617

The askUS Service is part of the Student Experience and Support (SES) directorate. SES is responsible for student engagement, experience and support activity, providing a University one-stop shop for all student enquiries through our askUS omni-channel service. This means students and service users can access support through a ‘single front door’ using the channel that best meets their needs, including email, phone, live chat and face-to-face support.

Through this joined-up approach, askUS aims to provide a consistent, accessible and high-quality experience across all contact channels. The service focuses on resolving enquiries at the first point of contact wherever possible, offering accurate information, advice and guidance in a supportive and friendly way that adds value throughout the student journey.

SES brings a fresh and responsive approach to student support. At the heart of our work is a focus on customer experience, flexibility, creativity and innovation, while anticipating, engaging with and responding to the needs of a diverse student community.

The role requires colleagues to work on campus and support the operational delivery of askUS services in line with core service hours:

Trimester 1 and 2
Monday – Thursday: 8am – 6pm
Friday: 8am – 5pm

Trimester 3
Monday – Thursday: 8am – 6pm
Friday: 8am – 5pm

Part time

10am-3pm - Monday - Friday

Colleagues will also be expected to work across campus in various locations, this includes our campus site at MediaCity UK.

There a 2 full time positions and 2 part time positions available. This advert may close early depending on application volumes.

Key Responsibilities

• Act as a first point of contact for current students, providing accurate, timely, and professional advice across a range of student support enquiries via telephone, email, live chat, and face-to-face channels.

• Deliver a high-quality customer experience by resolving enquiries at the first point of contact wherever possible, while maintaining a student-centred approach.

• Provide information and guidance on university policies, procedures, regulations, and student services, ensuring students are directed to the appropriate specialist teams when required.

• Manage a high volume of enquiries within agreed service standards, prioritising workload to meet performance and quality targets.

• Record all interactions accurately within the University's customer relationship management (CRM) and student record systems, ensuring compliance with data protection and confidentiality requirements.
  

What's in it for you?

• Competitive salary - and excellent pension scheme
• An impressive 32 days leave - plus bank holidays, additional time off at Christmas and the opportunity to buy even more!
• Flexible working - we support a culture of flexible and agile working to help you find the right balance