Job Purpose To provide specialist and proactive advice, guidance, and support to students throughout the full student lifecycle, from enrolment to graduation. The post holder will utilise in-depth knowledge of university-wide processes and systems to troubleshoot complex individual student issues, ensuring timely and effective resolution through one-to-one engagement via phone, e-mail and in-person, including collaboration and onward referral to specialist teams where necessary. Deliver a multi-faceted support service encompassing enquiry handling, casework, and proactive student engagement on attendance and participation, aimed at fostering positive relationships and enhancing student outcomes. The role contributes to the delivery of a professional, responsive, and student-centred service that enhances the overall student experience, supports student success, and ensures the University is represented to the highest standard across all channels of communication Main Responsibilities Serve as a key contact point for students, providing detailed and accurate advice on university processes, policies, and procedures across all aspects of the student journey, including enrolment, throughout the academic year, and graduation. Manage complex or multi-faceted enquiries, working with students one-to-one to diagnose issues, identify solutions, and liaise with relevant teams to achieve resolution. Maintain a working knowledge of the University’s academic and administrative, frameworks, interpreting and applying these accurately to individual cases. Utilise the enquiry and case management systems (e.g. Advocate) to log, track, and resolve cases efficiently, ensuring consistent and high-quality support. Recognise and act upon situations requiring referral to specialist teams, exercising sound judgment to ensure students receive appropriate support while maintaining service boundaries. This includes managing students presenting with wellbeing and safeguarding concerns, appropriately supporting in the first instance and following protocols to refer for suitable onwards support. Identify and report patterns or recurring issues that may indicate systemic challenges, contributing to service improvement discussions and institutional process reviews. Provide timely and data-informed feedback to the Student Hub Manager on key issues affecting student engagement, satisfaction, and outcomes. Support student engagement initiatives and outreach activities aimed at improving attendance, progression, and retention. Contribute to the ongoing development of digital tools and resources (including chatbot content and self-service materials) to enhance accessibility and accuracy of information. Deliver and support themed workshops or drop-in sessions that respond to common student challenges and support wider institutional priorities. Provide flexible cross-team support within Student Frontline Services to maintain a seamless student experience during peak periods or staff absences. Represent the service and University professionally at key events such as Open Days, Induction, Confirmation & Clearing, Graduation, and other institutional activities. Managing complex and sensitive individual cases that may involve multiple departments or regulatory considerations. Balancing empathy with professional boundaries and institutional policy compliance. Maintaining up-to-date specialist knowledge of a wide range of university systems, academic regulations, and administrative processes. Exercising sound judgment in uncertain or ambiguous situations and escalating appropriately when required. THIS POSITION IS OPEN TO BOURNEMOUTH UNIVERSITY STAFF AND AGENCY STAFF CURRENTLY WORKING AT BOURNEMOUTH UNIVERSITY ONLY This position does not meet the eligibility requirements for sponsorship under the Skilled Worker Route within the UK Visa and Immigration service’s Points Based System. Therefore, BU will not be able to sponsor individuals who require permission to work to carry out this position. For more information, please visit https://www.gov.uk/skilled-worker-visa/your-job. Interviews to be held week commencing 9th March 2026. About the department Student Services is made up of a variety of different departments, all of whom provide a wide range of support to our students. Our goal is to provide students with the opportunity to reach their full potential by ensuring that their personal and social needs are met, and that they are well placed to make the most of their future career prospects through skills support and careers development. Every individual is different, and we understand the importance of different voices, experiences, perspectives and backgrounds to bolster creativity and innovation. About us Bournemouth University’s vision is worldwide recognition as a leading university for inspiring learning, advancing knowledge and enriching society through the fusion of education, research and practice. Our highly skilled and creative workforce is comprised of individuals drawn from a broad cross section of the globe, who reflect a variety of backgrounds, talents, perspectives and experiences that help to build our global learning community. BU values and is committed to an inclusive working environment. We seek a diverse community through attracting, developing and retaining staff from different backgrounds to contribute to inspirational learning, advancing knowledge and enriching society. To support and enable our staff to achieve a balance between work and their personal lives, we will also consider proposals for flexible working or job share arrangements. A job description for this position is available at the top of this page. If you require this in a different format, please contact us at [email protected] .