Student Advice Specialist

3 months ago

Manchester, United Kingdom Manchester Metropolitan University Full time

Student Advice Specialist

**Student Advice Specialist**

Do you have a natural ability for customer services? Are you able to make complicated things simple for stakeholders?

An exciting opportunity has arisen for a Student Advice Specialist to join our team to deliver high-quality, customer-focused services to our students and university colleagues.

The Student Hub is at the heart of our University and our purpose is to provide a sector leading service to students and colleagues with continuous innovation at the heart of it. The team work closely with a very wide variety of stakeholders across the University to understand the ever-changing landscape in order to develop and enhance our offering. The work we do has a direct impact on the experience of our students and colleagues, and we are committed to providing a consistently excellent and efficient service.

The Student Hub acts as the first point of contact for students in the University and resolves as many queries as possible through the first point of contact. If this is not possible, the Hub accurately refers queries to specialist teams.

The Hub is responsible for delivering and maintaining digital information services and solutions for students, working with the University to understand changes to processes and procedures so we can deliver customer excellence at all times.

**The role**

You will be the face and voice of the University as you proactively delivery excellent customer service in every interaction the service has with a student. You will rely on your excellent interpersonal skills to adapt to a wide range of different customer communication needs.

The Student Advice Specialist role will have lead areas within the team and there will be an expectation the specialist knowledge is built-up and continuously added to knowledgebases and training for the wider team. Specialist areas are currently in development but will include, International student experience, Apprenticeships and Postgraduate student experiences, etc.

The role requires an excellent problem solver, who is also able to communicate with all levels of the university to ensure change is implemented, and, where possible, to avoid complex issues reoccurring in the future.

You will work as part of a passionate and friendly team of professionals to handle service requests, troubleshoot incidents, provide comprehensive advice and ensure customer queries are resolved promptly, or escalated to another support team where appropriate.

The service offers enquiry routes via face-to-face, telephony and digital enquiries, therefore this role requires someone who is adaptable and is passionate about finding solutions via a variety of media.
- You will have a natural passion for customer service, and the ability to remain focussed in a fast-paced and dynamic environment with mínimal supervision.
- You will be able to adapt easily to individual customer and business requirements
- You will be able to communicate with a wide range of customers in different scenarios and find a solution
- You will enjoy working in a team, engaging in team discussions, and participating in development and training activities with colleagues.

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