Student Hub Services Advisor

3 weeks ago

Birmingham, United Kingdom University of Birmingham Full time

**Position Details**

Academic Services

Location: University of Birmingham, Edgbaston, Birmingham UK

Full time starting salary is normally in the range £25,866 to £27,518, with potential progression once in post to £30,820

Grade 4

Full Time, Permanent

Closing date: 5th March 2024

**Our offer to you**

People are at the heart of what we are and do.

The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years, and we are equally proud to be recognised as a leading global university. We want to attract talented people from across the city and beyond, support them to succeed, and celebrate their success.

We are committed to helping the people who work here to develop through our sector-leading Birmingham Professional programme which provides all professional services staff with development opportunities and the encouragement to reach their full potential. With almost 5,000 professional services jobs in a wide-range of functions in Edgbaston and in our campus in Dubai, there are plenty of opportunities for you to be able to develop your career at the University.

Supporting our people to achieve a healthy work/life balance is important both to our employees and to the success of the University and, depending on the role, we offer a variety of flexible working arrangements. We therefore welcome discussions on all forms of flexible working. In addition, you will receive a generous package of benefits including 40 days paid holiday a year, one paid day a year for volunteering, occupational sick pay, and a pension scheme. We also have three high quality subsidised day nurseries.

The University is situated in leafy Edgbaston and there are excellent transport links to our beautiful campus, including main bus routes and a train station on site. On campus we have a state-of-the-art sports centre with pool, shops, places to eat and drink, our own art gallery, museum and botanical gardens.

Find out more about the benefits of working for the University of Birmingham

**Background**

The Student Hub Services Administrator is part of the Hub Services Team within Student Services. The team is based within the Aston Webb Student Hub in the Aston Webb Building, at the heart of our Birmingham campus. The purpose of our team is to provide excellent customer service and administrative guidance to students, as well as supporting other internal stakeholders (such as other teams within Student Services) and external regulatory and civic bodies.

The team receives and responds to around 80,000 queries from students and staff each year in a multi-channel environment, and manages the provision of information, advice and guidance on topics spanning the breadth of the student lifecycle - from Welcome and Registration to Graduation and beyond.

**Role Summary**

This role will have the opportunity to work across HST’s two main workstreams, ensuring a varied and interesting range of work. Duties may vary across workstreams, but you will be trained in everything you need to know to support the delivery of our Student Information and Specialist Service Support activity.

Our Student Information workstream provides front line information, advice and guidance to students on a wide variety of queries, and resolves 80% of all student requests at the first point of contact. It also provides transactional services such as ID card issue, reference requests, letter requests and has a pivotal role in the delivery of University Welcome activities throughout the academic year. The Specialist Service Support workstream provides administrative and customer service support to and on behalf of: Funding, Graduation and Awards (FGA), Student Disability Service (SDS), Mental Health and Wellbeing, and Student Wellbeing and Partnerships.

A significant percentage of the post holder’s time will be invested in responding to queries from students and applicants contacting the Hub Services Team, including liaising with other internal and external stakeholders as required. The post holder will be an integral member of the Hub Services Team and it is important that they are prepared and willing to undertake sessional activities (e.g. Welcome and Graduation) as well as other tasks as directed to ensure the successful running of this high volume, important service.

**Main Duties**
- To provide administrative and customer service support to internal specialist support teams, including Funding, Graduation and Awards, Student Disability Service, Mental Health and Wellbeing, and Student Wellbeing and Partnerships.
- Supporting sessional activity, such as Welcome and Graduations, as required. This may require some out of hours/weekend working.
- Undertake projects or special tasks which may be assigned from time to time. For example, this may include contributing to periodic reviews of administrative and customer service processes and procedures with the objective of making improvements and shar

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