Student Hub Services Advisor

Salary: Full time starting salary is normally in the range £22,050 to £23,535, with potential progression once in post to £28,631

Full Time, Permanent - 1 post, Fixed Term Contract for 18 months - 1 post

Role summary

This role will have the opportunity to work across HST’s two main workstreams, ensuring a varied and interesting range of work. Duties may vary across workstreams, but you will be trained in everything you need to know to support the delivery of our Student Information and Specialist Service Support activity.

Our Student Information workstream provides front line information, advice and guidance to students on a wide variety of queries and resolves 80% of all student requests at the first point of contact. It also provides transactional services such as ID card issue, reference requests, letter requests and has a pivotal role in the delivery of University Welcome activities throughout the academic year. The Specialist Service Support workstream provides administrative and customer service support to and on behalf of: Funding, Graduation and Awards (FGA), Student Disability Service (SDS), Mental Health and Wellbeing, and Student Wellbeing and Partnerships.

Main duties

• To undertake day-to-day administration and customer service activity for the Hub Services Team, including responding to a wide range of student enquiries received by email, telephone and in-person.
• To provide administrative and customer service support to internal specialist support teams, including Funding, Graduation and Awards, Student Disability Service, Mental Health and Wellbeing, and Student Wellbeing and Partnerships.
• Supporting sessional activity, such as Welcome and Graduations, as required. This may require some out of hours/weekend working.
• Undertake projects or special tasks which may be assigned from time to time. For example, this may include contributing to periodic reviews of administrative and customer service processes and procedures with the objective of making improvements and sharing best practice across other areas within the wider University.
• Manage all data and interactions in accordance with university policy and GDPR requirements.

Person Specifications

• Educated to a minimum of GCSE (or equivalent) standard, with at least 5 GCSE passes at grade A* - C or GCSE levels 9 – 5 (or equiv.) including English and Maths.
• Experience of delivering high quality customer service and ability to demonstrate a strong understanding of how to respond to differing stakeholders’ needs, including internal customers across different University departments, and enquirers from a diverse range of backgrounds.
• Demonstrating excellent attention to detail, accuracy and personal organisation.
• The ability to thrive in a fast-moving, dynamic environment where change is often required at short notice.
• Excellent IT skills especially in the use of Microsoft Office Applications and systems such as enquiry management systems. The post-holder will have the confidence and ability to learn new packages as and when required.

To download the full job description and details of this position and submit an electronic application online please click on the Apply Online button below or visit our careers website;

https://edzz.fa.em3.oraclecloud.com/hcmUI/CandidateExperience/en/sites/CX_6001/job/816/?utm_medium=jobshare

Valuing excellence, sustaining investment
We value diversity and inclusion at the University of Birmingham and welcome applications from all sections of the community and are open to discussions around all forms of flexible working

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