Student Advice Assistant

The Manchester Metropolitan University; Manchester; Hybrid; GBP 21,000 - 27,000; Full time

Benefits offered by this job

Flexible working

Hybrid work model

Job summary

The Manchester Metropolitan University is seeking a Student Advice Assistant to deliver outstanding customer service to students and colleagues across multiple channels, including face-to-face, phone, Teams, and live chat. You will provide first-line advice and support, helping students navigate from offer letter to graduation.

You will join the Student Hub, a frontline team focused on timely, accurate information and positive student experiences.

Qualifications

• Natural passion for customer service and helping students.
• Experience in front-line enquiries environment is a plus.
• Ability to communicate clearly across face-to-face and digital channels.
• Willingness to learn and adapt in a dynamic setting.

Responsibilities

• Provide accurate and timely advice on student issues across multiple channels.
• Engage with students to ensure professional communication and support.
• Troubleshoot queries and escalate when needed.
• Collaborate with a friendly team and adapt to changing demands.

Skills

Customer service

Communication

Teamwork

Problem solving

Active listening

Tools

Enquiry management system

Job description

Do you have a natural ability for customer service? Are you passionate about helping students and delivering excellent support? An exciting opportunity has arisen to join our Student Hub team as a Student Advice Assistant, providing high-quality, customer-focused services to students and university colleagues.

Our work directly supports students in navigating university life, from enrolment through to graduation, ensuring they have access to the right advice and support at every stage.

We are looking to recruit candidates with a natural passion and ability in customer service to join our Student Hub. This role is ideal for someone who has a passion for delivering outstanding customer service, and thrives when working as part of a team within a front-line enquiries environment.

Our service embraces both a face-to-face and a virtual approach; therefore, this role requires someone who is adaptable and is passionate finding solutions regardless of which route the queries come from.

This is an exciting opportunity to join our vibrant and dynamic Student Hub team as we focus on providing a sector leading student service from offer letter through to graduation.

About The Student Hub

The Student Hub is at the heart of our university, acting as the first point of contact for students. We work closely with a wide variety of stakeholders, continuously adapting and improving our services to meet changing student and university needs. Our work directly impacts the student experience, and we are committed to delivering consistently excellent and efficient support.

We are also responsible for delivering and maintaining digital information services and solutions for students, working with the University to understand changes to processes and procedures so we can deliver customer excellence at all times.

About The Role

As a Student Advice Assistant, you will be the face and voice of the university, delivering outstanding customer service across multiple communication channels, including face-to-face, phone, Teams, live chat, and our enquiry management system. You will provide first-line advice and support, resolving queries efficiently or escalating them where needed.

This role is ideal for someone who thrives in a dynamic, front-line enquiry environment, enjoys problem-solving, and is committed to ensuring a positive student experience. You will receive comprehensive training, equipping you with the knowledge and tools to confidently support students.

Key Responsibilities

• Provide accurate and timely advice on a range of student issues.
• Engage with students across multiple channels, ensuring clear and professional communication.
• Troubleshoot queries, proactively seeking solutions and escalating when necessary.
• Work collaboratively within a passionate and friendly team.
• Adapt to changing demands, maintaining high service standards.

Who We're Looking For

We are seeking empathetic, proactive communicators who excel in customer service.

The Ideal Candidate Will

• Have strong interpersonal skills and the ability to actively listen to student needs.
• Thrive in a fast-paced environment, managing multiple queries efficiently.
• Adapt easily to different customer and business requirements.
• Work effectively as part of a team, contributing to discussions and development activities.

Our Student Hub colleagues describe the key skills and traits of a successful Student Advice Assistant as:

• ‘Communication skills, active listening, empathetic’
• ‘Problem solving skills, organisational skills’
• ‘Team player, knowledgeable’

Why join us?

The Student Hub plays a vital role in the university experience, supporting students from enrolment to graduation. We are committed to innovation, efficiency, and continuous improvement, ensuring students receive the best possible service.

From Our Colleagues

See what some of our team members had to say when asked what their favourite thing is about working in our team!

• ‘The people are incredibly supportive!’
• ‘The team are fantastic to work with and it's a very supportive environment with plenty of opportunities to learn and develop skills.’
• ‘I love working with a friendly team, everyone is so supportive!’

Provisional Interview Schedule

Week commencing 14th September.

To make an initial informal enquiry, please contact Stuart Sephton, [e-mail], Student Hub Operations Manager.

Manchester Metropolitan University fosters an inclusive culture of belonging that promotes equity and celebrates diversity. We value a diverse workforce for the innovation and diversity of thought it brings and welcome applications from all local and international communities, including Black, Asian, and Minority Ethnic backgrounds, disabled people, and LGBTQ+ individuals.

We support a range of flexible working arrangements, including hybrid and tailored schedules, which can be discussed with your line manager. If you require reasonable adjustments during the recruitment process or in your role, please let us know so we can provide appropriate support.

Our commitment to inclusivity includes mentoring programmes, accessibility resources, and professional development opportunities to empower and support underrepresented groups.

Manchester Met is a Disability Confident Leader and, under this scheme, aims to offer an interview to disabled people who apply for the role and meet the essential criteria as listed in the attached Job Description for that vacancy.

This vacancy is expected to attract a high volume of applications. Therefore, under the Disability Confident Scheme, only disabled people who apply under the scheme and best meet the essential criteria will be offered an interview.

Documents

• G4 Student Advice Assistant - Job Description.pdf (83.80 KB)
• Candidate Pack.pdf (9.16 MB)