Advice Centre Lead

Salford SU; Salford; On-site; GBP 30,000 - 40,000; Full time

Job summary

Salford SU is seeking a knowledgeable individual to lead the day-to-day services of the advice centre. This role involves managing student staff, delivering independent advice, and identifying solutions to improve student experiences at the University of Salford.

The ideal candidate will have significant experience in advice provision and casework management, showcasing strong communication skills and a commitment to equality and inclusion. The position encourages collaboration with various stakeholders to ensure comprehensive support for students.

Qualifications

• Experience of managing casework and keeping accurate, confidential records.
• Demonstrable knowledge of issues impacting students in Higher Education.
• Experience line managing staff and fostering their development.

Responsibilities

• Lead day-to-day delivery of the advice centre provision.
• Manage Student Staff and ensure high-quality service delivery.
• Conduct detailed casework related to academic and housing issues.

Skills

Advice provision experience

Line management experience

Effective communication

Microsoft Office proficiency

Understanding of Equality, Diversity and Inclusion

Job description

Hours:35-hours per week (to be worked flexibly)

Reporting to: Head of Student-Led Change & Advice

Role Purpose

To lead on day-to-day delivery of the advice centre provision at the Students’ Union and line manage front facing student staff at the information point. The role primarily involves the delivery of a high-quality impartial, independent, advice service to individual student members of the Students’ Union, through information, advice, guidance, signposting and referrals and working with the Head of Student-Led Change and Advice on expanding advice provision. The role-holder will also be expected to work collaboratively with colleagues across the organisation as well as the university to identify and recommend solutions to issues and concerns affecting the wider student body to improve the student experience.

Main Responsibilities and Activities

• Develop the advice centre provision ensuring it delivers a service that is appropriate for the needs of University of Salford students.
• Work to maintain and develop the skills and knowledge levels within the student-staff team, through upskilling and training where necessary.
• Assist in the development of evidence‑led approaches to understand student priorities and collaborate with the Student‑Led Change Lead where trends indicate that collective student action is needed.
• Line management of Student Staff, including Student Advisor and Information Point staff.
• Provide leadership and direction to student staff, ensuring they are supported to provide excellent service delivery.
• Embed a coaching culture within the student staff team to empower staff to thrive.
• To lead on day-to-day delivery of the advice centre provision and work alongside the Head of Student‑Led Change and Advice to expand the service where desired.
• To undertake detailed, specialised casework related primarily to academic matters and housing issues, but more broadly on other concerns affecting student experiences.
• This will be on a one-to-one basis delivered via various methods as appropriate including telephone, email, live chat, video calling, and in person.
• To maintain accurate, confidential, and legally compliant records of student client and casework details
• To approach student casework in a holistic manner, recognising that students may require support for a range of issues both academic and non‑academic.
• Signposting and referring where appropriate, ensure that students are dealt with in a supportive and wellbeing‑focused manner.
• To be familiar with relevant legislation as it affects student issues and respond accordingly.
• To produce information, case studies and feedback related to student issues for the Union’s communication channels, ensuring a pro‑active approach to areas of concern for the student body.
• Develop and maintain relationships with colleagues throughout the Union, University and other advice providers.
• Build effective relationships with colleagues at other students’ unions to share best practice.
• Assist with the promotion of the advice service throughout the University and to external organisations.
• Provide support to student‑led groups and student leaders that provide information or advice.
• Ensure compliance with the Union’s policies, University policies and all relevant legislation – including Health and Safety, 1992 Education Act and Data Protection.
• Help our Full Time Officers achieve their manifesto commitments.
• Actively engage in student‑facing projects and activities of all kinds as required.
• Be an enthusiastic advocate for student leadership and the organisation’s values.
• Maintain your own professional networks and promote the Union on a local and national level.

Person Specification

Knowledge and Experience

• Experience of providing advice and managing casework, including keeping accurate and confidential records.
• Experience of line managing staff and/or volunteers and taking a coaching approach towards their development.
• Demonstrable knowledge of and/or an appreciation of the issues currently impacting students in Higher Education

Skills and Abilities

• Ability to manage difficult or sensitive situations in a calm and empathetic way.
• Ability to demonstrate effective communication skills in a variety of situations and with diverse stakeholders.
• Ability to use Microsoft Office effectively as well as other technology such as case management systems and digital collaboration tools.
• Able to manage own caseload and to prioritise work effectively.
• A demonstrable understanding of Equality, Diversity and Inclusion and the challenges faced by students from minoritised backgrounds
• Able to demonstrate flexibility and agility in response to changing priorities and challenging situations.

Values and Behaviours

• A demonstrable commitment to Salford SU’s values, mission and purpose.
• A strong commitment to championing equality, diversity and inclusion.
• Comfortable working in a democratic, student‑led environment and being an enthusiastic advocate for student voice and representation.

This role is set to close to applications on the 10 July 2026 at 9am.