Student Services Advisor

Brook Street; Cardiff; On-site; GBP 28,000 - 40,000; Full time

Benefits offered by this job

Disability Confident Leader

Armed Forces Covenant interview access

PSR Sourcer guaranteed interview

Job summary

Brook Street in Cardiff seeks an experienced Student Services Advisor to lead enquiry services within a designated Hub, delivering expert guidance to students and staff. You will act as the senior escalation point for complex enquiries and drive improvements across student support areas.

You will lead frontline teams, ensure data quality, and develop staff through training while building strong relationships with academic and professional services colleagues.

Qualifications

• Significant experience in student services, customer service, or a similar advisory environment.
• Strong leadership and people management skills.
• Experience using data and service metrics to improve performance.

Responsibilities

• Provide expert advice and guidance on complex student and staff enquiries.
• Lead, motivate and develop enquiry-handling teams, ensuring excellent customer service.
• Act as the senior escalation point for complex cases and policy-related decisions.
• Monitor service performance, analyse trends, and produce reports to support decision-making.
• Ensure the accuracy and integrity of student data and records.
• Design and deliver staff training and development initiatives.
• Build strong relationships with academic and professional services colleagues.
• Contribute to service improvement projects and institution-wide student experience initiatives.
• Support key university events including induction, admissions, clearing, and awards activities.

Skills

Leadership

Problem-solving

Data-driven

Communication

Stakeholder management

Independence

Prioritisation

Job description

We are seeking an experienced and proactive Student Services Advisor to lead enquiry services within a designated Hub, providing expert advice and guidance to students and staff across a wide range of student support areas.
In this role, you will act as the senior escalation point for complex enquiries, using sound judgement, institutional knowledge, and a student-centred approach to deliver effective solutions. You will lead and develop frontline teams, oversee service performance, maintain high standards of data quality, and use service insights to drive continuous improvement.

Key Responsibilities

• Provide expert advice and guidance on complex student and staff enquiries.
• Lead, motivate and develop enquiry-handling teams, ensuring excellent customer service.
• Act as the senior escalation point for complex cases and policy-related decisions.
• Monitor service performance, analyse trends, and produce reports to support decision-making.
• Ensure the accuracy and integrity of student data and records.
• Design and deliver staff training and development initiatives.
• Build strong relationships with academic and professional services colleagues.
• Contribute to service improvement projects and institution-wide student experience initiatives.
• Support key university events including induction, admissions, clearing, and awards activities.

About You

• Significant experience in student services, customer service, or a similar advisory environment.
• Strong leadership and people management skills.
• Excellent problem-solving and decision-making abilities.
• Experience using data and service metrics to improve performance.
• Outstanding communication and stakeholder management skills.
• The ability to work independently, manage competing priorities, and operate effectively in complex situations.

This is an exciting opportunity to play a key role in delivering a high-quality, joined-up student experience while leading a dedicated team in a dynamic and collaborative environment.

Brook Street is proud to support the Armed Forces Covenant and as such, we guarantee to interview all candidates who are veterans or spouses/partners of military personnel, and who meet all the essential criteria for the vacancy.

As a Disability Confident Leader, and holder of the Gold Award status from the Defence Employer Recognition Scheme, Brook Street, as a supplier to the Public Sector Resourcing Framework (PSR), will offer you a guaranteed interview with a PSR Sourcer.

In cases where we have a high volume of ex-military candidates/military spouses/partners, who meet all of the essential criteria, Brook Street will interview the best candidates from within that group.