Student Advice Specialist

The Manchester Metropolitan University; Manchester; Híbrido; GBP 24.000 - 29.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Hybrid working

Flexible schedules

Descripción de la vacante

Manchester Metropolitan University is seeking a Student Advice Specialist to join the Student Hub. You will deliver high-quality, customer-focused support across face-to-face, phone, Teams, live chat, and our enquiry management system, helping students navigate university life with clarity and courtesy.

You will work collaboratively across the university to continuously improve processes, resolve complex enquiries, and contribute to specialist knowledge across areas such as international student

Formación

• Strong customer-service skills with the ability to explain complex information clearly.
• Excellent communication and active listening to understand student needs.
• Ability to work in a fast-paced environment and adapt to changing priorities.

Responsabilidades

• Deliver excellent customer service across all enquiry routes.
• Develop specialist knowledge areas (e.g., International Student Experience, Apprenticeships, Postgraduate Support).
• Lead on complex problem resolution with university teams to implement sustainable solutions.
• Contribute to knowledge bases and staff training for team-wide expertise.
• Engage with students across multiple channels with clear, professional communication.
• Adapt to changing demands while maintaining high service standards.

Conocimientos

Customer service

Communication

Problem solving

Stakeholder management

Herramientas

MS Teams

CRM system

Enquiry management system

Descripción del empleo

Do you have a natural talent for customer service? Are you skilled at making complicated things simple for stakeholders? An exciting opportunity has arisen to join our Student Hub team as a Student Advice Specialist. In this role, you\'ll provide high-quality, customer-focused services, helping students navigate university life while also supporting colleagues across the institution.

We have two opportunities available: a permanent post and a 12-month fixed-term post (maternity cover). Candidates will be considered for both opportunities.

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 Specialist, 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.

This role requires a proactive problem solver who can work collaboratively across the university to ensure processes are continuously improved, preventing recurring issues where possible.

Key Responsibilities

• Deliver excellent customer service across all enquiry routes, proactively supporting students and colleagues.
• Develop and maintain specialist knowledge areas, such as International Student Experience, Apprenticeships, or Postgraduate Support, sharing insights with the wider team.
• Lead on complex problem resolution, working with university teams to implement sustainable solutions.
• Contribute to knowledge bases and staff training, ensuring team-wide expertise.
• Engage with students across multiple channels, ensuring clear, professional communication.
• Adapt to changing demands, maintaining high service standards.

Who We\'re Looking For

• 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.
• Be able to engage with a wide range of customers, identifying and delivering solutions.
• Enjoy working in a team, participating in discussions, training and continuous improvement.

From Our Colleagues

• \"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!\"

Why join us?

The Student Hub is a dynamic, fast-paced service that continuously evolves to meet the needs of students and colleagues. We are committed to innovation, efficiency, and continuous improvement, ensuring students receive the best possible service.

To make an initial informal enquiry, please contact Miriam Nottingham, [e-mail], Head of Student Hubs and Assessment Service Desk.

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

• 002224.1 Student Advice Specialist.pdf (127.00 KB)