The askUS Service is part of the Student Experience and Support (SES) directorate. SES is responsible for student engagement, experience and support activity, providing a University one-stop shop for all student enquiries through our askUS omni-channel service. This means students and service users can access support through a ‘single front door’ using the channel that best meets their needs, including email, phone, live chat and face-to-face support.
Through this joined-up approach, askUS aims to provide a consistent, accessible and high-quality experience across all contact channels. The service focuses on resolving enquiries at the first point of contact wherever possible, offering accurate information, advice and guidance in a supportive and friendly way that adds value throughout the student journey.
SES brings a fresh and responsive approach to student support. At the heart of our work is a focus on customer experience, flexibility, creativity and innovation, while anticipating, engaging with and responding to the needs of a diverse student community.
The role requires colleagues to work on campus and support the operational delivery of askUS services in line with core service hours:
Trimester 1 and 2
Monday – Thursday: 8am – 6pm
Friday: 8am – 5pm
Trimester 3
Monday – Thursday: 8am – 6pm
Friday: 8am – 5pm
Part time
10am-3pm - Monday - Friday
Colleagues will also be expected to work across campus in various locations, this includes our campus site at MediaCity UK.
There a 2 full time positions and 2 part time positions available. This advert may close early depending on application volumes.
Key Responsibilities
Act as a first point of contact for current students, providing accurate, timely, and professional advice across a range of student support enquiries via telephone, email, live chat, and face-to-face channels.
Deliver a high-quality customer experience by resolving enquiries at the first point of contact wherever possible, while maintaining a student-centred approach.
Provide information and guidance on university policies, procedures, regulations, and student services, ensuring students are directed to the appropriate specialist teams when required.
Manage a high volume of enquiries within agreed service standards, prioritising workload to meet performance and quality targets.
Record all interactions accurately within the University's customer relationship management (CRM) and student record systems, ensuring compliance with data protection and confidentiality requirements.
What's in it for you?
- Competitive salary - and excellent pension scheme
- An impressive 32 days leave - plus bank holidays, additional time off at Christmas and the opportunity to buy even more!
- Flexible working - we support a culture of flexible and agile working to help you find the right balance
