Department: Student & Academic Administration
Location: York
Salary: £28,778 to £30,378 per annum
Closing Date: Sunday 05 July 2026 at midnight
Interview Date: Tuesday 14 July 2026
Reference: 091-26
Student Hub Advisor x 2 (1 x full-time permanent and 1 x full-time fixed term until 30.11.27)
Location: York
Salary: £28,778 to £30,378 per annum
Introduction to YSJ university
York St John is an ambitious, modern university at the heart of historic York and there has never been a more exciting time to join us.
As one of the fastest growing universities in the U.K over recent years, we have a new strategy for the next decade, emphasising our commitment to widening opportunity through the power of education and contributing our talents to creating a fairer world, and a more prosperous region. We are putting inspirational learning and impactful research at the heart of this strategy, recognising our academic expertise as our greatest asset.
The Team
The University launched our new Student Hub in July 2025. The HELP team sit at the centre of the Student Hub and provide a wide range of student support and guidance, in person, by phone and online via the Student Hub portal. The Student Hub is part of the Student Academic and Administration directorate and is a focal point for all students at our York and London campuses.
The roles
Our Student Hub Advisors form part of the wider HELP Team and offer guidance on a wide range of student queries relating to all third line teams that comprise the Student Hub. They are enthusiastic and proactive, eager to provide campus-wide expertise across the full academic cycle and answer a range of student queries throughout the academic year that support students through their University journey.
The Student Hub is in an exciting phase of growth and development, and the successful candidates will play a key part in shaping the Hub’s future - helping to establish processes, refine ways of working, develop clear documentation, build relationships with our third line teams, and embed this new service across the institution.
This position is ideal for someone who thrives in dynamic environments, enjoys contributing to projects at their formative stage, and is motivated by the opportunity to influence how a new service becomes fully established. Applicants should expect their role to evolve as the Hub matures, but the initial period offers a unique chance to be part of building something from the ground up.
Due to the nature of this role it is not possible for staff to work from home. HELP staff are required to work from the York campus, and will work either on the front desk or in one of the communal Hub offices. Requests for agile working cannot be supported. Occasional travel to the London campus may be required.
The typical working pattern in this role is 9am - 5pm with a 30 minute break, but requests for slightly altered hours (e.g. to facilitate a longer lunchbreak) can be considered.
What is the difference between the advertised roles?
The open contract Adviser role is a front-facing in-person specialist role working predominantly on the front desk and managing CRM cases, with some phone-based working, especially in key periods. The successful candidate will also undertake some project work, the volume of which will fluctuate around in-person query volumes. The successful candidate will also be part of the team responsible for making retention calls at key periods of the year, so will need to be comfortable with working on the phone.
The fixed contract Adviser role is a front-facing call-specialist role, working predominantly on the telephones answering inbound calls (managing phone-based queries, triaging cases, providing advice and guidance, etc) and making outbound retention calls at key points in the year. The successful candidate will also undertake project and improvement work, especially supporting our Help Page provision, and will spend some time working on CRM cases or on the front desk.
Full training in systems, including call centre software, will be given for all successful candidates.
Required skills and experience
The successful candidate must have:
Experience of working in a customer service focussed environment
Excellent communication and interpersonal skills.
Experience of triaging and managing queries and issues.
Excellent standard of digital literacy
Excellent organisation skills and the ability to managing conflicting priorities
Commitment to an ethos of continuous improvement and a positive attitude towards embedding change
Willingness to learn skills related to call-management in a call centre environment
Additional information
For informal enquiries please contact Claire Kydd at
[email protected].
The selection process will include an interview and a verbal and written skills test;
