Student Hub Advisor

Interview Date: Monday 09 September 2024

Location all sites

University of East London

Founded in 1898, we at the University of East London (UEL) are proud to change lives through education. Our goal is to advance industry 5.0 careers-first education and provide a clear path to the jobs and opportunities of the future. We’re committed to driving diversity in the 5.0 talent pipeline, working in partnership to promote talent wherever it is found and creating a balanced, inclusive, and green future.

But we can't achieve this goal alone. We need forward-thinking, innovative, and curious individuals like you to join our community and help us craft our future. As part of our team, you'll have the opportunity to work with a diverse range of people who share your passion for creating positive change. We’re an inclusive and welcoming community that is constantly moving forward, never satisfied with the status quo.

About Us

Could you play a part in helping us to drive a range of customer focused services in a fast paced, multi-channel environment, ensuring effective cross team working to meet the diverse support needs of our student and staff communities? Then join our award-winning, Customer Service Excellence accredited, Student Hub team as a Student Hub Advisor.

About the Job

The post holder will work in the Student Hub within the Student Services directorate, with the primary purpose of delivering outstanding front-facing services, administrative and CRM support, and contact centre support for all student and staff queries across our three campuses. The post is in a shared office environment/front desk setting, and the role holder will be expected to work in a proactive, flexible, collegiate, and cooperative manner. You will also be expected to provide cover for other team members and carry out any other duties as are within the scope, spirit, and purpose of the job.

The main areas of work include:

• Working as part of a multi-disciplinary team to ensure the delivery of a high performance, resilient service which conforms to both institutional and statutory standards.
• Staffing the Student Hub service (through whichever channel) and dealing with the full range of student queries; diagnosing and resolving those that can be dealt with immediately at first line and effectively diagnosing, explaining, and referring students to specialist services where required.
• Directing and delivering students to relevant drop-in services or schedule appointments.
• Representing the Student Hub at various committees including Course Committees.
• Liaise with temporary staff in welcoming students, helping them to navigate the service and supporting use of self-service systems where appropriate

About You

You will be required to have a keen sense of professionalism and personal integrity, excellent interpersonal skills, and the ability to network and deal with staff and students in a sensitive, professional manner.

You will be able to form strong working relationships with key stakeholders across the University to ensure processes and systems are continuously aligned with business and statutory requirements. 

You will have a good knowledge and experience of the student lifecycle, the types of student support needs encountered in the HE environment and the structures, rules, regulations, and processes in place that govern provision.

You must have good organisational and time management skills and the ability to work independently, as well as proven ability to manage a varied workload and meet deadlines.

Benefits Package

Here at UEL we understand it’s about more than just a salary. It’s about the entire package on offer along with our outstanding work environment and inclusive culture. We know the market rates for this vacancy and will offer a genuinely competitive salary DOE.

We care deeply about your wellbeing and our benefits includes: 20% pension (4% from you, 16% from us), 25 days holiday (plus 3 days over Christmas) plus bank holidays and we’re always open to consider flexible working arrangements. We have a shared success bonus of £5,000 pa, subsidised gym membership, 3 times base salary life assurance, a cashback healthcare scheme and wide variety of other generous benefits including discounts on: Apple and Samsung products, holidays, clothing, fitness, lifestyle, dining out and weekly shopping.

Equal Opportunities

UEL is an inclusive equal opportunities employer and are proud of our Equality, Diversity, and Inclusivity achievements, including: zero gender pay gap, members of Stonewall and have won Athena Swan awards. We expect all employees of UEL to accept our EDI policy and will not tolerate discrimination in any form.

So, if you’d like to take your career to the next level with us here at the University of East London and are inspired by our environment and committed to success, we want you to apply today!

Further Details

Job Description & Person Specification