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Student Advisors x 12

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The University of Law is launching an new Student Journey Team which will act as a proactive and value-add service to students for information, signposting, facilitation and support. I am looking for candidates who are committed to deliver customer service excellence and have a genuine passion about the student journey. Client Details The University of Law (ULaw) is one of the world's largest law schools. With an impressive history dating back to 1876, they employ over 900 staff and have over 14,000 students studying on our undergraduate and postgraduate programmes, along with an alumni network in excess of 100,000. Description The key responsibilities of the Student Advisor will be to: · Act as first point of contact for your allocated students, providing advice, support and guidance, identifying solutions and options to ensure student retention and success. · Proactively welcome students within your allocated cohort via email providing contact information and a summary of available services and support. · Be motivated in the pursuit of customer service excellence, providing an exceptional level of customer service to our students, and ensuring a proactive commitment to the University's Customer Service Values · Support orientation and familiarisation to build a sense of belonging with the student for settling in to their course and campus. · Engage in one-to-one discussion sessions by offering appointments for the student to discuss topics such as progression, retention, success and all other related advice. · Advise students that are considering withdrawing, intermitting or transferring their studies. Discuss options and agree best possible outcome to ensure student retention, progression and success. · Regularly reach out to students to check their progress and identify any required interventions and/or support. · Regularly review student attendance/engagement and progression ensuring timely interventions where required. · Use learner analytics data to identify students at risk of failure and deliver effective intervention strategies in liaison with personal tutors and other colleagues. · Refer students to other support departments and services as required (i.e. employability, welfare, DSIS, counselling, finance, SICA, study skills, digital academy). Make contact with services on behalf of student or assign them to a service where necessary taking ownership to ensure that students receive a timely and satisfactory service. · Support the development, implementation and evaluation of proactive retention, progression and completion strategies to ensure student success. · Actively take responsibility for your own personal career development in all respects. · Participate in training to maintain and update knowledge as required for the post. · Through active networking and research develop an awareness and knowledge of the legal education market. Profile The successful candidate will have: · Experience of providing information, advice and guidance to individuals on a one-to-one basis · Relevant experience in the provision of high-quality customer service · Experience of work in a multi-faceted role that requires you to have broad knowledge on a range of different services to recommend to customers · Experience of managing confidential and sensitive information · Experience of working in Higher Education in a student-facing role · Experience of delivering training/workshops to others (preferably customer service training) · Experience of student records systems · Experience of Customer Management Systems · Experience of Self Service Apps · Excellent written and oral communication skills · Good IT skills with the ability to effectively use MS Office suite (particularly Word, Excel and email) · Able to provide a high level of service, support and advice to students and staff with a polite, helpful positive attitude · Able to communicate effectively orally and in writing and with a wide range of people. · Ability to handle sensitive matters with confidentiality and discretion · Able to deal calmly with difficult situations · Able to manage own time effectively to meet tight deadlines and manage conflicting priorities · Able to work co-operatively as par Job Offer Remote role paying up to 30,000 per annum

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