Customer Service Advisor

onlyFE; Sheffield; Hybrid; GBP 245,000 - 299,000; Part time

Benefits offered by this job

SYPA pension

30 days leave

Wellbeing support

Employee assistance

Occupational Health

Eye tests

Free parking

Hybrid work

CPD opportunities

People-focused culture

Job summary

The Sheffield College in Sheffield is seeking a Customer Service Advisor for a term-time role (37 hours across 38 weeks). The pro-rata annual salary is £27,101, reflecting the weeks worked, and the role focuses on delivering friendly, accurate information to students, staff and visitors.

You will work across campuses on a rota basis, handle face-to-face, phone, and online enquiries, operate the switchboard, issue student IDs, maintain CRM logs, and contribute to achieving team KPIs.

Qualifications

• Deliver excellent, professional, and welcoming customer service to students, staff, parents/carers, employers, and other stakeholders, acting as the first point of contact and providing accurate information and guidance.
• Provide flexible support across the Customer Services Team to meet operational needs, working across campuses, on a rota basis, as required.
• Respond promptly and effectively to enquiries received by telephone, email, in person, and through other digital platforms.
• Provide guidance on college services, admissions, timetables, facilities, and general enquiries, liaising with curriculum and support teams to resolve complex enquiries.
• Process and issue student ID cards and lanyards, including handling payments for replacement items and ensuring accurate record keeping.
• Operate the college switchboard, ensuring all calls are handled politely, efficiently, and professionally, and answered in a timely manner.
• Produce and provide official student documentation, such as status of study letters, ensuring accuracy and professionalism.
• Ensure service logs, CRM systems, and trackers are kept up to date.
• Work towards and achieve key performance indicators (KPIs) set for the Customer Services Team.
• Liaise with the relevant Campus Security, Duty Managers, First Aiders, and Caretakers as appropriate, ensuring they are notified of any assistance requests related to incident response or estate matters.
• Assist with major college events such as open days, enrolment periods, and exam-season activities.

Responsibilities

• Deliver excellent, professional, and welcoming customer service to students, staff, parents/carers, employers, and other stakeholders, acting as the first point of contact and providing accurate information and guidance.
• Provide flexible support across the Customer Services Team to meet operational needs, working across campuses, on a rota basis, as required.
• Respond promptly and effectively to enquiries received by telephone, email, in person, and through other digital platforms.
• Provide guidance on college services, admissions, timetables, facilities, and general enquiries, liaising with curriculum and support teams to resolve complex enquiries.
• Process and issue student ID cards and lanyards, including handling payments for replacement items and ensuring accurate record keeping.
• Operate the college switchboard, ensuring all calls are handled politely, efficiently, and professionally, and answered in a timely manner.
• Produce and provide official student documentation, such as status of study letters, ensuring accuracy and professionalism.
• Ensure service logs, CRM systems, and trackers are kept up to date.
• Work towards and achieve key performance indicators (KPIs) set for the Customer Services Team.
• Liaise with the relevant Campus Security, Duty Managers, First Aiders, and Caretakers as appropriate, ensuring they are notified of any assistance requests related to incident response or estate matters.
• Assist with major college events such as open days, enrolment periods, and exam-season activities.

Skills

Customer service

Communication

Teamwork

Organisation

Flexibility

Problem solving

Tools

CRM systems

Switchboard

Job description

About Us

The Sheffield College is a further and higher education institution dedicated to providing academic, vocational, and professional qualifications to approximately 13,000 young people and adults annually. Our mission is to transform lives through learning, advocating for inclusivity and diversity at every stage.

About The Role

This is a term-time role working 37 hours x 38 weeks per year. The annual salary will be pro-rata'd to reflect the week worked.

The Customer Service Advisor plays a vital role in creating a positive and supportive experience for students, staff, parents/carers, employers, and other stakeholders across the college. As a key member of the Customer Services Team, you will provide a warm, welcoming presence and deliver clear, accurate information to a diverse community.

We are seeking an enthusiastic, self-motivated individual with excellent customer service skills and a genuine commitment to helping others. The role requires flexibility to support a range of working patterns across our college campuses.

You will ensure that all enquiries – whether face-to-face, by phone, or online – are managed professionally, efficiently, and in line with college standards.

Main Responsibilities

• Deliver excellent, professional, and welcoming customer service to students, staff, parents/carers, employers, and other stakeholders, acting as the first point of contact and providing accurate information and guidance.
• Provide flexible support across the Customer Services Team to meet operational needs, working across campuses, on a rota basis, as required.
• Respond promptly and effectively to enquiries received by telephone, email, in person, and through other digital platforms.
• Provide guidance on college services, admissions, timetables, facilities, and general enquiries, liaising with curriculum and support teams to resolve complex enquiries.
• Process and issue student ID cards and lanyards, including handling payments for replacement items and ensuring accurate record keeping.
• Operate the college switchboard, ensuring all calls are handled politely, efficiently, and professionally, and answered in a timely manner.
• Produce and provide official student documentation, such as status of study letters, ensuring accuracy and professionalism.
• Ensure service logs, CRM systems, and trackers are kept up to date.
• Work towards and achieve key performance indicators (KPIs) set for the Customer Services Team.
• Liaise with the relevant Campus Security, Duty Managers, First Aiders, and Caretakers as appropriate, ensuring they are notified of any assistance requests related to incident response or estate matters.
• Assist with major college events such as open days, enrolment periods, and exam-season activities.

If you want to find out more about the role please contact Sophie Bringlow, Customer Service Coordinator - [e-mail]

What we can offer you

As the successful candidate, you will be offered a salary of £27,101 per annum (this will be pro-rata'd to reflect the weeks worked).

Alongside your salary, your pension is one of the most valuable benefits of joining the College. The Local Government Pension Scheme (LGPS), administered locally by SYPA, provides financial security in retirement and support for your loved ones.

Our Full Benefits Package

• SYPA – with a generous employer contribution
• Annual leave -30 Days (222 hours)+ 8 Bank Holidays(59.2 hours)-this includesa discretionary Christmas closure period
• Health and wellbeing support , including:
• Employee assistance programme through Bupa
• Occupational Health through PAM
• Free eye tests for VDU users
• Free parking is available at the majority of our campuses
• Hybrid and flexible working opportunities
• Continuous professional development opportunities
• A people - focused working culture where you can grow and thrive

Further informationcan be foundon our Benefits and Career Development pages.

Disability Confident

We are a Disability Confident employer and are committed to removing barriers for applicants with a disability during our recruitment process, upon appointment and as an employee. Please review ourRecruitment Guidelines for Disabled Candidateswhich provides further information on reasonable adjustments and how the Disability Confident scheme works in practice. If you require any reasonable adjustments or any support at any point throughout the process, please contact [e-mail]

Armed Forces Covenant

As part of our commitment through the Armed Forces Covenant, we’re pledged to support the Armed Forces Community. Recognising the value Personnel, Veterans and military families contribute to our community and country.

Safeguarding

We are an employer who is committed to safeguarding and promoting the welfare of students. Successful applicants will be required to have an enhanced DBS check and will be subject to safer recruiting procedures. Further details on our safer recruiting procedures, including the employment of ex-offenders can be found here Safeguarding

Closing date

9th October 2026

Please be aware – If we have a high number of applications, we may decide to close the vacancy earlier.

Where there are internal applicants at risk, these will be considered in the first instance.

As a Leader in Diversity employer, we encourage applications from everyone and value diversity in our workforce.