Student Union Advisor

Reference
1104434

Branch
City St Georges University of London

Start date
10/11/2025

Duration
3 Months

Hours and days
Monday to Friday - 35 Hours per week

Dress code
Smart Casual

Rate of pay
£16.70

Holiday rate
£2.02

Role

Thank you for your interest in becoming our Advice and Support Triage Administrator at City St George’s Students’ Union’ (the Students’ Union). This pack contains an overview of the Students’ Union, the role and information on how you can apply.

With a rich history spanning over 125 years, City St George’s Students’ Union’ is the primary organisation representing every City St George’s student. That makes the Students’ Union the representative body for over 27,000 members.

With five Full-Time Student Officers, a team of permanent staff and the involvement of student volunteers, the Students’ Union is at the heart of activity on campus tasked with improving and delivering the best Student Experience. 

The Students’ Union delivers a range of services and support for its members, from independent academic advice to supporting our Programme Reps to enhance their course, to promoting the employability and development of students through our Communities Team. 

The Students’ Union also runs a bar and two shops which sell a range of products, including ethically sourced University branding clothing, merchandise, and stationery.

Duties and responsibilities

1. To provide a welcoming, accessible and student-focused first point of contact for the Advice and Support service.

• Act as the first point of contact for students accessing the service via email, phone, and in-person.
• Manage the shared Advice and Support inbox, triaging queries and ensuring timely, appropriate responses.
• Run regular drop-in sessions across all campuses, providing Tier 1 advice and signposting.
• Book appointments for students with Academic Advisers and other relevant staff.
• Provide clear, accurate information on common academic and welfare issues, including appeals, extenuating circumstances, and wellbeing concerns.
• Maintain accurate records of student interactions in the case management system (SUMS), ensuring confidentiality and compliance with GDPR.
• Identify and escalate safeguarding concerns to the Advice and Support Manager in line with the service’s safeguarding framework.
• Support the delivery of a consistent, student-centred experience across all sites of City St George’s, including Clerkenwell, Tooting and Moorgate.

2. To support proactive and preventative student engagement.

• Coordinate and deliver outreach activities such as lecture shoutouts, campaign weeks (e.g. National Student Money Week), and wellbeing initiatives.
• Assist in the development and promotion of self-help resources and FAQs.
• Gather and collate student feedback and engagement data to inform service development.
• Contribute to the visibility and accessibility of the service through digital and in-person communications.
• Support the Advice and Support team in delivering workshops and events that promote early help-seeking and student empowerment.

3. To provide high-quality administrative support to the Advice and Support team.

• Maintain and update service documentation, including case notes, templates, and internal guidance.
• Process administrative tasks such as room bookings, finance forms, risk assessments, and event logistics.
• Support the Advice and Support Manager with operational planning, reporting, and service evaluation.
• Assist with the onboarding and coordination of Micro-Placement students, volunteers, and temporary staff.
• Maintain organised digital and physical filing systems to ensure efficient access to service records and resources.
• May be required to work on the Welcome Desk at any City St George’s site, providing general information and signposting.

4. To contribute to the development and delivery of a high-quality, multi campus Advice and Support service.

• Work collaboratively with colleagues across all campuses to ensure consistency and equity of service.
• Participate in weekly case review meetings and contribute to service-wide triage and risk management processes.
• Support the transition to and use of the SUMS case management system.
• Uphold the service’s core principles of accessibility, consistency, empowerment, boundaries, and safeguarding.
• Contribute to the ongoing development of the service model, including feedback on systems, processes, and student needs.
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Skills and experience

• Understanding of higher education systems and student support services
• Awareness of safeguarding principles and practice
• Experience in a student-facing or customer service role
• Experience managing shared inboxes and triaging queries
• Experience supporting campaigns, events or outreach activities
• Excellent interpersonal and communication skills, with the ability to create a welcoming and supportive environment for students
• Strong organisational skills with the ability to prioritise tasks and manage time effectively
• Ability to maintain accurate and confidential records and manage filing systems
• Confidence in using digital tools and systems (e.g. Microsoft Office, CRM or case management systems)Demonstrable commitment to equity, diversity and inclusion

Location
City St George's Students’ Union, Cranmer Terrace, London SW17 0RE

Additional information
Interview will be held w/c 3/11/25.

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