Senior Student Information and Advice Officer

4 weeks ago

London, Greater London, United Kingdom University of London Full time

The University of London is a leading UK provider of distance and digital education internationally, offering programmes to 45,000 students in 190 countries around the world. Although proudly rooted in London, our community and impact are global.

We are a national leader in the humanities, and we promote their value to society and the economy through knowledge creation and exchange.

We are also a federation of 17 world class higher education institutions, with collaboration at the heart of our ethos. The University of London federation is a collective community of more than 240,000 learners and 50,000 staff, delivering world-leading research across all disciplines.

Our passion for increasing access to education and mobilising the collective power and expertise of the federation is central to our ability to transform lives around the world and address the global challenges of the future.

The Role

We are seeking a proactive and detail-oriented Senior Student Information and Advice Officer - Knowledge to join our Student Services team. In this role, you will be responsible for creating, reviewing, and updating knowledge base and chatbot articles, while managing stakeholder liaison support. The successful candidate will address student queries, provide comprehensive advice, handle complaints, and contribute to maintaining the University's reputation as a centre of academic excellence.

Key Responsibilities:

In this role, you will be responsible for developing and continuously updating knowledge base and chatbot articles, ensuring that they remain accurate and relevant. You will provide first-line support to stakeholders, effectively managing and resolving student-related queries while maintaining strong relationships. Additionally, you will administer first-line complaint support, assisting with service recovery as needed, and offering comprehensive advice to students about the University's programmes and services.

For a full role profile, please refer to the job description.

Further information

To be considered for this opportunity, please submit your application and CV (by clicking 'Apply' at the top of this page) before the closing date at midnight on 01st September 2024.

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 the University 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 you 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.

From £33,633 per annum

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