Student Information and Advice Officer

University of London; Greater London; Hybrid; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Hybrid working (up to 60% remote)

Job summary

The University of London is seeking a Student Information and Advice Officer to join its busy team on a 12-month fixed-term contract. You will be one of the first points of contact for prospective and current students, providing accurate information and guiding them through the student journey with a focus on a positive, professional experience and seamless service delivery across the university.

Working with colleagues across the university, you will contribute to an outstanding enquiry

Qualifications

• Excellent customer service and communication skills.
• Experience of working in a fast-paced enquiry handling, student support or customer-facing environment.
• Strong organisational skills and the ability to manage competing priorities.
• The ability to interpret and communicate information clearly and accurately.
• A proactive and collaborative approach to problem-solving.
• Experience of using customer relationship management (CRM) or enquiry management systems is desirable.

Responsibilities

• Respond to a high volume of enquiries from prospective and current students via phone, email and enquiry management systems.
• Provide accurate information and guidance on University programmes, policies, processes and the student lifecycle.
• Help students navigate key stages including admissions, registration, study support, assessments and graduation.
• Refer enquiries to specialist teams where appropriate and ensure seamless handovers.
• Maintain accurate records and update systems in line with team procedures.
• Support service improvement initiatives to enhance the student experience and operational efficiency.
• Collaborate with colleagues across the University to resolve enquiries effectively and consistently.

Skills

Customer service

Communication

Enquiry handling

CRM experience

Team collaboration

Tools

CRM systems

Job description

The University of London

The University of London is both the UK’s largest provider of international distance and online learning and the convenor of a federation of 17 renowned higher education institutions.

The federation brings together more than 250,000 learners and 50,000 staff in a collaborative community that is delivering high-quality research and education across all disciplines.

Since 1858, we have expanded access to world-class higher education. Today, around 40,000 students in more than 190 countries are part of our global learning community.

The University of London is also home to the School of Advanced Study, the national centre for the humanities, whose mission is to advocate for the discipline.

By working together, we expand access to outstanding higher education and resources, and extend their benefits to learners and researchers across the UK and around the world.

The Role

We are seeking a Student Information and Advice Officer to join our busy and friendly team on a 12-month fixed-term contract, with the possibility of extension.

This is an excellent opportunity for someone who enjoys helping people, thrives in a fast-paced environment, and wants to play a key role in supporting students from around the world.

As a Student Information and Advice Officer, you will be one of the first points of contact for prospective and current students. You will provide accurate information and guidance across the student journey, helping enquirers access the information and support they need while ensuring a positive and professional experience at every interaction.

Working closely with colleagues across the University, you will contribute to the delivery of an outstanding enquiry and information service that reflects our commitment to student success.

What You’ll Be Doing

• Responding to a high volume of enquiries from prospective and current students via phone, email and enquiry management systems.
• Providing accurate information and guidance on University programmes, policies, processes and the student lifecycle.
• Helping students navigate key stages including admissions, registration, study support, assessments and graduation.
• Referring enquiries to specialist teams where appropriate and ensuring seamless handovers.
• Maintaining accurate records and updating systems in line with team procedures.
• Supporting service improvement initiatives to enhance the student experience and operational efficiency.
• Working collaboratively with colleagues across the University to ensure enquiries are resolved effectively and consistently.

About You

You will have:

• Excellent customer service and communication skills.
• Experience of working in a fast-paced enquiry handling, student support or customer-facing environment.
• Strong organisational skills and the ability to manage competing priorities.
• The ability to interpret and communicate information clearly and accurately.
• A proactive and collaborative approach to problem-solving.
• Experience of using customer relationship management (CRM) or enquiry management systems is desirable.

Most importantly, you will be passionate about delivering a high-quality service and supporting students from diverse backgrounds and locations across the globe.

Why Join Us?

This role offers the opportunity to:

• Make a meaningful difference to the student experience.
• Work with colleagues across one of the world's most unique higher education institutions.
• Gain valuable experience within an international higher education environment.
• Be part of a supportive, collaborative and inclusive team.

Further Information

The University will be unable to sponsor candidates for a visa for this role. Successful applicants must be able to demonstrate their right to work in the UK for the duration of their employment.

The University reserves the right to close the vacancy earlier than the published end date should it receive sufficient applications to warrant earlier shortlisting.

Preferential consideration will be given to candidates within the University's redeployment pool.

The University currently operates a Hybrid Working framework involving a mix of working remotely and in the office. Typically, the majority of employees will be able to agree to work remotely for up to 60% of their working week, role dependent, however will be required to attend on specific days for training or team meetings.

The University of London is committed to promoting a diverse and inclusive working environment where we can all be ourselves and succeed. We particularly encourage applications from members of Black, Asian, and Minority Ethnic communities as this group is currently under-represented at all levels within the University. All appointments will be made on merit, based on the criteria identified in the job description.

Pursuing excellence in education and equal opportunities.

University of London Benefits

www.london.ac.uk