Frontline Student Experience Advisor

University of Strathclyde; Glasgow; On-site; GBP 19,000 - 23,000; Full time

Job summary

The University of Strathclyde is seeking a motivated, customer-focused Student Experience Helpdesk Officer to join the Student Experience Helpdesk team in Glasgow.

You will be the first point of contact across face-to-face, telephone, email and digital channels, providing information and guidance and triaging enquiries. You will keep records, help students navigate services, and work with digital systems and AI-enabled technologies as the service evolves to support student success.

Qualifications

• Excellent customer service and communication skills.
• Strong organisational abilities.
• Comfortable working with digital systems and technology.
• Able to deal sensitively with distressed or vulnerable students.

Responsibilities

• Respond to enquiries via face-to-face, phone, email and digital channels.
• Provide information and guidance to students.
• Undertake initial triage of enquiries.
• Maintain accurate records of interactions and services accessed by students.
• Help students navigate the wide range of services across the Student Experience Directorate.

Skills

Customer service

Communication

Organisational skills

Face-to-face interaction

Education

Higher education qualification or equivalent

Tools

CRM systems

Digital platforms

Job description

The University of Strathclyde is seeking a motivated, customer-focused Student Experience Helpdesk Officer to join the Student Experience Helpdesk team in Glasgow.

You will be the first point of contact across face-to-face, telephone, email and digital channels, providing information and guidance and triaging enquiries. You will keep records, help students navigate services, and work with digital systems and AI-enabled technologies as the service evolves to support student success.