Student Advice Manager

Middlesex University Students' Union; Greater London; On-site; GBP 39,000 - 45,000; Full time

Job summary

Middlesex Students’ Union (MDXSU) is a student-led charity representing Middlesex University students. We are seeking a Student Advice Manager to lead and shape a progressive, student-centred Advice Service at Hendon campus, delivering high-quality support and developing staff and volunteers through coaching and professional development.

You will work with elected officers, university colleagues and external partners to champion student rights, tackle issues affecting students, and drive

Qualifications

• Experience managing a varied caseload with reporting and analysis.
• Knowledge of safeguarding and related obligations.
• Familiarity with student unions and issues affecting students is desirable.

Responsibilities

• Lead and manage the Advice team, line manage staff and oversee high-quality student support.
• Develop and maintain partnerships with internal and external stakeholders; drive policy and service improvements.
• Ensure compliance with data protection and safeguarding requirements within the Advice Service.

Tools

Advice Pro

Job description

Job Description and Person Specification:

Job Title: Student Advice Manager

Location: Middlesex University Hendon campus, North London

Salary:£38,878.40 - £44,712.23

Hours:35 hours per week, to be worked flexibly 8am-8pm Monday-Sunday, 80% on campus in term time, 40% on campus outside of term time.

Contract: Permanent

Reporting to: Head of Engagement & Influence

Responsible For:Student Advice Senior Coordinator; Student staff as relevant

Key Dates:

Deadline for applications: Sunday 22nd November at midnight

Interview: Monday 30th November

About Middlesex Students’ Union

Middlesex Students' Union (MDXSU) is an independent, student-led charity dedicated to representing, supporting and empowering the students of Middlesex University. Led by students, for students, we champion student voice, influence positive change across the University and create opportunities that help students thrive both during their studies and beyond. Through our advice services, campaigns, student groups, leadership opportunities and community partnerships, we promote equity, belonging and social justice while ensuring every student has the opportunity to shape their university experience and future. At MDXSU, our people are passionate about making a meaningful difference, working collaboratively to create an inclusive, innovative and values-driven organisation where students are at the heart of everything we do.

Further information about Middlesex Students’ Union can be found atwww.mdxsu.com

About the job

This role is an exciting opportunity to lead and shape a progressive, student-centred Advice Service that goes far beyond traditional advice delivery. You will manage and develop a team of career and student staff, champion student rights, and work with elected officers, university colleagues, and external partners to tackle the issues that matter most to students.

At MDXSU, we are committed to creating an outstanding service that combines high-quality advice, peer support, activations, and proactive interventions to help students thrive. You will play a key role in driving innovation, identifying emerging student needs, and developing a service that creates meaningful impact.

This is also an exceptional development opportunity. We are looking for someone with ambition, curiosity, and a commitment to continuous improvement. The successful post-holder will be supported through coaching, mentoring, and professional development opportunities designed to help them grow their leadership, strategic, policy, and service management expertise. If you are passionate about empowering students and building excellence, we would love to hear from you.

Areas of Responsibility

1. Responsible for the delivery of the Advice team through the line management of the staff team, with activities to include but not limited to:

• Lead an Advice team able to support students through a range of academic and personal issues
• Provide day to day line management, guidance and advice for Student Advisers and student staff as requited
• Mentor and coach students, to work with key stakeholders, both internally and externally, on targeted initiatives to tackle systemic issues that students are facing
• Support the elected officer team to be embedded and central to the design and delivery of the work of the Advice team
• Advocate for student rights and represent their interests in university meetings and committees
• Lead the Union’s Advice Service, ensuring high-quality student support and advice is embedded, that the service is compliant with legislative requirements including data protection, and that staff always act in line with relevant legislation
• Provide support with complex and advanced advice and casework delivery direct to students if significant escalation is required
• Provide analysis and briefing of relevant policy developments including institutional, political and sector changes to ensure both staff and officers' knowledge remains relevant
• Manage relationships with key stakeholders within Middlesex University and externally to ensure best practice within this area of work
• Support an effective triage process through Welcome Desk that provides students with excellent customer service, ensuring enquiries are answered effectively with high-quality signposting and triage where relevant;
• Lead an effective quality assurance process through the collection of student feedback, analysis of findings and monitoring impact and outcome;
• Create, deliver and evaluate a student representation mechanism for students to sit on University panels
• Develop partnerships with local authorities, organisations and charities that benefit our students
• Deliver a year-round activation programme of activities to support students with a range of issues and connect them with peers and relevant service providers;
• Alongside the management team, coordinate a targeted response to findings in NSS, the APP and other feedback mechanisms to ensure all students are able to suceed at University;
• Act as the Union's Deputy Designated Safeguarding Lead
• Lead MDXSU's peer support model, including initiatives such as student callers;

2. Lead on operational planning, team OKRs, measuring strategic progress of the work produced by the team and contribute to wider MDXSU planning, with activities to include but not limited to:

• Manage the operational planning process for the Advice team and contribute to the effective implementation of the SU strategy
• Work with the Head of Engagement and Influence and staff within the Advice team to develop annual operational plans and objectives
• Ensure an evidence-based approach to the team’s work, including researching and collecting key data which demonstrates the needs of students
• Work with the Communications & Insight Department and MDXSU Management Team to create robust data collection to report the SU’s impact to students, trustees, the University and other stakeholders
• Develop appropriate feedback systems to ensure the Advice Service meets the needs of diverse groups
• Work with the Communications & Insight Department to maintain statistical records and create impact reports based on the service provision, along with trend analysis and service engagement research
• Research and draft organisational policies to inform strategic decisions related to advice
• Stay abreast of local, national and international developments in education and associated issues within the sector, such as advice, equity and belonging, to develop expertise in relevant policy areas

3. Play an active role within the SU management team ensuring collaborative work across the organisation in order to fulfil our strategic vision, with activities to include but not limited to:

• Represent the values of the organisation, ensuring that behaviours exhibited are in line with the tone and culture of the SU
• Arrange, conduct and keep records of meetings with members of the Advice team – including 121 notes, performance reviews and appraisals
• Prepare timely performance reports for the management team and student officer team
• Effectively manage the Advice team budget to ensure appropriate resourcing of activities
• Work in collaboration with other teams across Engagement and Influence to ensure effective communication strategies are in place to deliver key messages in accessible formats using various platforms and targeted communication channels
• Play a leading role within the development of the SU’s strategic plan alongside strong project management at both a team and organisational level
• Lead and facilitate project teams working on major events, campaigns and activities throughout the year
• Undertake other duties within your capabilities to support the SU

Person Specification

Experience and Knowledge:

• Experience of managing a varied caseload with effective reporting and analysis in line with relevant legislation
• Knowledge of safeguarding
• Working understanding of advice systems and processes (e.g. Advice Pro)
• Knowledge of Students' Unions and issues affecting students (Desirable)
• Experience of managing high performing teams (Desirable)

Skills and Attributes:

• Excellent planning, organisation and administrative skills – with a particular focus on attention to detail
• Excellent interpersonal skills with an ability to build trust with a wide range of stakeholders.
• Excellent verbal and written communication with the ability to distil complex information
• Ability to self-motivate and manage own and others workload
• Data-centric with an innovative and proactive approach to problem-solving

  Values and Ethics:

  • Passionate about working within an organisation servicing a culturally diverse membership
  • Ongoing commitment to professional development
  • Acts with high integrity