Student Advice Specialist

Manchester Metropolitan University; Manchester; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Flexible working options

Hybrid working

Mentoring programmes

Accessibility resources

Professional development

Reasonable adjustments

Job summary

Manchester Metropolitan University seeks a Student Advice Specialist to deliver high-quality customer service to students across face-to-face, phone, Teams, live chat, and enquiry management systems.

The role requires proactive problem solving, collaboration with university teams, and a commitment to continuous improvement of processes and support services.

Qualifications

• Empathetic, proactive communicators who excel in customer service and problem-solving.
• 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.
• Engage with a wide range of customers, identifying and delivering solutions.
• Enjoy working in a team, participating in discussions, training, and continuous improvement.

Responsibilities

• Deliver excellent customer service across all enquiry routes, proactively supporting students and colleagues.
• Develop and maintain specialist knowledge areas, 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.

Skills

Empathy

Communication

Active listening

Interpersonal skills

Teamwork

Problem solving

Job description

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:

We are seeking empathetic, proactive communicators who excel in customer service and problem-solving. 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.
• 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:

See what some of our team members had to say when asked what their favourite thing is about working in the Student Hub:

• "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.

Please note: Due to the high volume of applications we receive, some vacancies may close before the advertised closing date. We recommend applying as early as possible to ensure your application can be considered.

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.

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.

• We support a range of flexible working arrangements, including hybrid and tailored schedules, which can be discussed with your line manager.
• Our commitment to inclusivity includes mentoring programmes, accessibility resources, and professional development opportunities to empower and support underrepresented groups.
• If you require reasonable adjustments during the recruitment process or in your role, please let us know so we can provide appropriate support.