Student Services Lead & Senior Enquiries Advisor

Brook Street; Cardiff; Presencial; GBP 28.000 - 40.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Disability Confident Leader

Armed Forces Covenant interview access

PSR Sourcer guaranteed interview

Descripción de la vacante

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.

Formación

• 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.

Responsabilidades

• 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.

Conocimientos

Leadership

Problem-solving

Data-driven

Communication

Stakeholder management

Independence

Prioritisation

Descripción del empleo

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.