Student Enquiries Advisor

Job Description

Job Title: Student Enquiries Advisor

Posting Start Date: 18/11/2025

Job Id: 1906

School/Department: Student & Academic Services

Work Arrangement: Full Time (On site)

Contract Type: Permanent

Salary per annum (£): £25, ,778

Closing Date: 08/12/2025

Overview

Are you a resilient and proactive problem solver who can deliver excellent customer service in a fast paced environment? If so we have an exciting opportunity to join the University of Sheffield as an Enquiries Advisor.

We are recruiting two permanent posts (full-time and part-time) in the Student Enquiries Team. The Enquiries Adviser role is an opportunity for someone with a passion for excellent customer service who is looking to use their skills to improve the student experience. You'll play a vital role in responding to a wide range of queries from over 35,000 students and alumni, ensuring a professional, and welcoming service at our busy on campus Student Services Information Desk (SSiD).

We're looking for someone who:

• Thrives in a fast-paced service environment, responding effectively to face-to-face, phone, and email queries.
• Is an excellent communicator who can work collaboratively and sensitively with people from a wide range of backgrounds.
• Has experience of working in customer enquiry handling roles.

Main duties and responsibilities

• Provide a comprehensive, friendly and professional general enquiry service for current students and graduates / alumni of the University
• Be the first point of contact on a busy information desk dealing with enquiries from students, graduates, staff and visitors.
• Be the first point of contact in handling emails, phone calls, live chat and handling online orders for documents for queries from students, alumni and the general public.
• Record enquiries, requests, signposting and referrals on various information systems ensuring accuracy and completeness.
• Produce documentation as required including Ucards.
• Verify the accuracy of data contained in live and archived official documentation using own expertise and cross reference sources
• Liaise with the Graduation team regarding the production, release, distribution of degree certificates and the storage of unclaimed degree certificates.
• Liaise with third parties including Royal Mail / DHL to ensure documents are distributed worldwide within the timescales required by alumni/graduates
• Liaise with key teams to enable accurate and timely production of transcripts, letters and replacement degree certificates for graduates
• Liaise with academic and professional service departments to provide a joined-up service to students, communicate information and service updates to colleagues across the University.
• Support the Student Enquiries Manager with the regular review of processes to ensure efficient enquiry handling and an improved student experience.
• Carry out other duties, commensurate with the grade and remit of the post

Person Specification

Criteria

Essential or desirable

Stage(s) assessed at

Experience working in a customer enquiry handling role.

Essential

Application

Good understanding of the importance of supporting and enhancing the student experience.

Essential

Application and interview

Good organisation skills, including an ability to prioritise your own workload and the workloads of others effectively to meet deadlines

Essential

Application and interview

Excellent customer service skills, with experience of responding efficiently and effectively to face to face, phone and email enquiries.

Essential

Application and interview

Ability to work efficiently within a busy environment and prioritise workloads to resolve conflicting demands with minimal supervision.

Essential

Application and interview

Good interpersonal skills with the ability to deal sensitively with students from a wide variety of cultures in order to provide accurate and comprehensive information and guidance for students and staff.

Essential

Application and interview

Effective communication skills, including report writing and presenting to range of audiences

Essential

Application and interview

Ability to collaborate with others working effectively as part of a team, across teams and independently.

Essential

Application and interview

Experience of dealing with confidential information, sensitive issues and difficult situations, ensuring adherence to correct procedures.

Essential

Application and interview

Please ensure that you reference the application criteria in the application statement when you apply. A priority for us is to represent the diversity of our student body within our teams, and we are keen to receive applicants with diverse lived experiences.

Even if your past experience doesn't match perfectly with this role's criteria, we are genuinely keen to hear from you and learn how you believe your skills and experience are transferable and relevant to this role.

We are a Disability Confident Employer. If you have a disability and meet the essential criteria for this job you will be invited to take part in the next stage of the selection process.

Further Information

Grade

4

Salary

£25,249 - £26,707

Work arrangement

This is an on campus role.

Full time role- 35 hours per week

Part time role- hours tbc

Line manager

Student Enquiries Team Manager

Direct reports

n/a

For informal enquiries about this job contact Sheraz Hussain, Student Enquiries Team Manager on

Next steps in the recruitment process

The selection process will consist of an activity and interview. If you need any support, equipment or adjustments to enable you to participate in any element of the recruitment process you can contact Sheraz Hussain )

Our vision and strategic plan

We are the University of Sheffield. This is our vision: ().

What we offer

• A minimum of 38days annual leave including bank holiday and closure days (pro rata) with the ability to purchase more.
• Flexible working opportunities, including hybrid working for some roles.
• Generous pension scheme.
• A wide range of discounts and rewards on shopping, eating out and travel.
• A variety of staff networks, providing opportunities for social interaction, peer support and personal development (for example, Race Equality, LGBT+, Women's and Parent's networks).
• Recognition Awards to reward staff who go above and beyond in their role.
• A commitment to your development access to learning and mentoring schemes; integrated with our Professional Services Shared Skills Framework

• A range of generous family-friendly policies

• paid time off for parenting and caring emergencies

• support for those going through the menopause
• paid time off and support for fertility treatment
• and more

We are a research university with a global reputation for excellence. Our ideas and expertise change the world for the better, making a real difference to society. We know that when people come together with different views, approaches and insights it can lead to richer, more creative and innovative teaching and research and the highest levels of student experience. Our University Vision ) outlines our commitment to building a diverse community of staff and students that recognises and values the abilities, backgrounds, beliefs and ways of living for everyone.