We are seeking to appoint aStudent Advisor,Our Student Advisors provide a holistic outlook and are dedicated to providing an outstanding student experience in-person, over the phone and in written responses across all faculties and campuses.
ASK@WLV is a busy, student driven service the acts as the first point of contact offering information, advice and guidance for student enquiries that support the continuation, completion, retention, progression and achievement of all students.
As a Student Advisor, you will be the first point of contact for our diverse student population, providing timely and accurate information and support across various communication channels including in-person, telephone and our online e:Vision helpdesk. Your excellent customer service skills will help you listen attentively to student needs, offering tailored solutions that enhance their university experience. We expect you to consistently exceed expectations, whilst delivering a friendly and approachable service that truly makes a difference.
Student Advisor Role and Responsibilities
* To be the first point of contact for incoming student enquiries, resolving 80% of enquiries or liaising with specialist services where required.
* Ensure a high standard of customer care by going above and beyond in every interaction.
* To develop a good understanding of university procedures and relevant processes to advise and support students.
* To support the student’s digital confidence in using University systems.
* To access University software/systems as necessary to respond to enquiries and process administrative tasks and produce reports as required.
Student Advisor Requirements
* Excellent interpersonal skills including verbal, listening and empathy.
* Dedicated to providing a high standard of customer service, professional and approachable.
* Ability to work successfully with staff at all levels across an organisation to achieve results
* A confident communicator, with the ability to communicate effectively with people who are dissatisfied or distressed.
* Ability to assimilate complex information quickly and accurately and to convey the information to others.
Multiple roles are available for permanent full-time posts at Walsall and Telford campus. The role will require you to work on campus 5 days per week and you will work to a structured rota to ensure that the service remains accessible to students and hits service level agreements.
Our working hours are 08:45 to 17:09, Monday to Friday
Please note that due to the confidential and sensitive nature of the information you will have access to, the post cannot be fulfilled by anyone actively studying at the University, however graduates are encouraged to apply. This role cannot provide UK sponsorship.
For further information about the role
If you require any further information regarding the role, please contact Amy McGovern - Amy.McG@wlv.ac.uk
Interviews will be held in August 2025
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