Student Services Advisor - AskBU (Internal Only)

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.