Senior Student Support Adviser

Location: Hybrid, contractually aligned to the Nottingham office. Full-time office attendance is required during the initial six-week training period, followed by approximately one day per month in the office.

Salary: £27,319–£30,378 per year

Company

hirify.global is a UK university focused on widening access to flexible, part-time higher education and research.

What you will do

• Provide advice to students and prospective students across the student lifecycle, including study choices, careers enquiries, changes of study intentions, assignment extensions, and tutor referrals.
• Respond through phone, email, letters, webchat, online forums, social media, and face-to-face channels.
• Assess complex guidance needs and challenging issues, applying judgement and referring cases to specialist staff through the Information, Advice and Guidance model.
• Record and maintain student information accurately in university systems and databases.
• Work to agreed service levels and rota-based operating patterns, currently between 8:00 and 18:30 Monday to Friday and potentially between 8:00 and 20:00.
• Contribute to team development, service improvements, business improvement initiatives, and colleague support.

Requirements

• Experience answering and actioning complex and diverse queries using multiple information sources.
• Strong written and verbal communication skills, including telephone techniques and the ability to explain policies and processes in plain English.
• Ability to interpret complex information and procedures, solve problems using initiative, and recognise professional boundaries.
• Strong IT skills, including Microsoft Office and the ability to learn in-house and commercial systems.
• Effective active listening, questioning, negotiation, planning, organisation, and teamwork skills.
• Ability to work accurately under pressure, manage heavy workloads, meet deadlines, and follow equality legislation and university policies.

Nice to have

• Relevant NVQ Level 2 or above in Customer Services, Information, Advice and Guidance, Customer Care, or an equivalent qualification.
• Experience in complex customer service environments involving inbound and outbound telephone conversations.
• Experience working to personal, team, or organisational targets.
• Experience using customer relationship management systems.

Culture & Benefits

• Flexible working options may include job share, part-time work, compressed hours, or other arrangements by discussion.
• Benefits and policies are designed to support work-life balance and recognise great work.
• Leave is severely restricted during busy peak periods.
• Continuous professional development and participation in team and developmental activities are encouraged.

Hiring process

• Submit a CV and a supporting statement of up to 1,000 words.
• Applications may be reviewed on an ongoing basis, and the vacancy may close early after a minimum one-week advertising period.
• Interview date to be confirmed.