Senior Enquiries Adviser

**Job Description**:
**Job Title**:Senior Enquiries Adviser

**Posting Start Date**:17/10/2025

**Job Id**:1725

**School/Department**:Student & Academic Services

**Work Arrangement**:Full Time (On site)

**Contract Type**:Permanent

**Salary per annum (£)**:£27,319.00-31,236.00

**Closing Date**:13/11/2025

**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 a Senior Enquiries Advisor.

As part of the Student Enquiries Team, you’ll play a vital role in supervising and supporting a service that handles a wide range of queries from over 35,000 students and alumni. You’ll lead by example, motivating a team of Enquiry Advisors while ensuring a professional, efficient, and welcoming service at our busy on campus Student Services Information Desk (SSiD).

We’re looking for someone who:

- Has significant experience in customer enquiry handling and supervision.Is an excellent communicator who can work collaboratively and sensitively with people from a wide range of backgrounds.- Has experience of dealing with confidential information, sensitive issues and difficult situations.

**Main duties and responsibilities**
- Provide a comprehensive, friendly and professional general enquiry service for current students and graduates / alumni of the University- Supervise Enquiry Advisors, ensuring all aspects of work are actioned in a professional manner to quality standards, providing training and guidance where appropriate-
- Responsible for delegation of specific activities to front line staff, ensuring work is completed to required timescales and standards.-
- Respond to enquiries escalated by front line staff and escalate appropriately to senior colleagues in the team and specialist services.-
- Record enquiries, requests, signposting and referrals on various information systems ensuring accuracy and completeness.-
- 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**
- Significant experience working in a customer enquiry handling roleEssentialApplicationExperience of supervising, motivating and effectively communicating with a team of staff.EssentialApplication and interviewGood understanding of the importance of supporting and enhancing the student experience.EssentialApplication and interviewGood organisation skills, including an ability to prioritise your own workload and the workloads of others effectively to meet deadlinesEssentialApplication and interview- EssentialApplication and interviewAbility to work efficiently within a busy environment and prioritise workloads to resolve conflicting demands with mínimal supervision.EssentialApplication and interviewGood 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.EssentialApplication and interviewEffective communication skills, including report writing and presenting to range of audiencesEssentialApplication and interviewAbility to collaborate with others working effectively as part of a team, across teams and independently.EssentialApplication, activity and interviewExperience of dealing with confidential information, sensitive issues and difficult situations, ensuring adherence to correct procedures.EssentialApplication, activity and interview- 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 t