Lead Student Adviser — Complex Casework & Guidance

National Union of Students; Birmingham; On-site; GBP 33,000 - 37,000; Full time

Benefits offered by this job

Generous Holidays

Pension Scheme

Wedding/Graduation day leave

Health Care Cash Plan

Volunteering day

Compassionate Leave

Cycle to Work Scheme

Staff socials

Job summary

BCUSU is seeking a Senior Student Adviser to deliver high-quality, independent student advice and to supervise and guide a team of advisers. The role focuses on complex casework, quality assurance, and service development to benefit students.

You will provide day-to-day professional oversight, maintain audit-ready records, and help drive improvements in advice delivery in a busy student services environment.

Qualifications

• Relevant Advice training (e.g. Citizens Advice / AdviceUK)
• Minimum 2 years' experience of delivering advice and casework in a relevant setting
• Experience of managing complex and sensitive cases
• Understanding of quality standards within advice provision (e.g. AdviceUK)
• Experience of supporting or guiding others in a professional context
• Advanced communication and stakeholder engagement skills
• Ability to manage complex, high-risk and emotionally demanding cases
• Strong analytical and problem-solving skills
• Ability to ensure consistency and quality of practice
• High level of accuracy and audit-ready recording-keeping

Responsibilities

• Deliver high-quality, independent advice and manage complex casework
• Oversee day-to-day operational practice and ensure service quality
• Support advice insight generation, service development and influence at thematic level

Skills

Communication

Stakeholder engagement

Analytical thinking

Attention to detail

Resilience

IT literacy

Tools

Excel

Word

Outlook

AdvicePro

Job description

BCUSU is seeking a Senior Student Adviser to deliver high-quality, independent student advice and to supervise and guide a team of advisers. The role focuses on complex casework, quality assurance, and service development to benefit students.

You will provide day-to-day professional oversight, maintain audit-ready records, and help drive improvements in advice delivery in a busy student services environment.