Student Information Advisor

Job Purpose

This post plays a key role in the successful delivery of a professional and high quality first line support service to students at the University of Birmingham. The team in which this post works triage a high volume of inbound queries from a diverse client group of both internal and external customers, through multiple communication channels. The team triage all queries to identify where tasks can be resolved at the point of enquiry or the best resolution pathway where specialists support and/or knowledge is required (acting as a gateway to other support services).

The Student Information Advisor will be required to successfully identify the range of services required to resolve the immediate enquiry and the needs of the students. Without reference to others the post holder will perform process driven tasks to resolve enquiries and diagnose the support services relevant to the students’ enquiry. As part of the student hub development the role will extend further to incorporate booking appointments with specialist advisors, advising students regarding ‘interview/appointment’ information and examining further pathways for the all student enquiries. The post holder is required to have a ‘can do’ approach to their work; being proactive, adaptable and effective in the application of their skills to the role.

This post is a member of the front-of-house team who currently answer and respond to over 65,000 enquiries per annum. The post holder is required to work on the triage counter, respond to online queries and manage incoming calls in a professional and efficient manner. A high quality and professional service delivery is the expectation of the team at all times and the role of the Student Information Advisor is to ensure all student interactions meet these high standards.

The post holder plays a key role in the development and delivery of Welcome for new students and Registration for all students at the University and reports to the Student Information Team Leader.

Person Specification

Essential

• Educated to a minimum of GCSE (or equivalent) standard, with at least 5 GCSE passes at grade A* - C (or equiv.) including English and Maths.
• Experience of delivering high quality customer services, with the demonstration of a strong understanding of how to respond to differing stakeholders’ needs, including internal customers across different University departments, and enquirers from a diverse range of backgrounds.
• Evidence of ability to use diagnostic skills in triaging to be able to quickly and efficiently identify the needs of the enquirer.
• Ability to prioritise workloads in the face of conflicting demands, using own judgement to ensure the work is completed to time and deadline. This should include the experience of supervising (temporary) staff members.
• Excellent written communication skills, including the ability to write clearly and concisely and must include evidence of a thorough knowledge of English grammar, punctuation, and spelling, with the ability to edit and proofread own text.
• Experience of developing good working relationships (e.g. partnerships) with colleagues from different parts of a company, showing understanding of the interdependencies that affect the work of other staff/teams in an organisation.
• Evidence of ability to provide a high level of all of the following: professional judgement, confidentiality, diplomacy, cultural awareness and sensitivity, when liaising with staff, students and other key stakeholders.
• Confident and competent use of IT, especially in the use of databases and systems such as; enquiry management, as well as the ability to operate web technologies (such as online chats) together with a willingness to learn new packages if required.
• The post-holder must have an appreciation and general understanding of the Data Protection Act, Equality Act and Codes of Ethics for confidentiality.
• Flexibility and willingness to work extended hours and at weekends to meet the needs of the service (e.g. new student Welcome in September) and Student Hub operational opening hours.

Desirable

• Previous experience of student records system within a university.
• A-Levels (or equivalent).