Details
1113027
University of Salford
15/06/2026
Other - See Job
36.25/week Monday -Thursday 8am to 6pm and Friday - 8 to 5pm
Not Applicable
Pay
£14.87
£1.79
Description
Role
We are recruiting for an askUS Advisor from the University of Salford Alumni for a full time role to work within the Student Experience & Support (SES) team which is part of the wider Directorate of Student and Academic Support (DSAS) which unites The Library, Quality Enhancement Office, School Operations and Student Administration and Student Experience & Support as one team.The team is divided into Careers, Enterprise, Student Support and, Student Experience and Engagement.
With a new structure, expanded resources and a prime location at the centre of Peel Park Campus, SES brings a fresh, invigorated approach to student support.
At the heart of our work is a focus on creativity, customer experience, flexibility and innovation, whilst anticipating, engaging with and responding to the needs of a diverse student community.
The askUS Enquiries Team provides the frontline staffing for askUS; the team is often the first point of contact in askUS for many students, staff and customers and is critical to the successful provision of student support services.
The team provide services beyond the traditional 9am – 5pm, Monday requirement of the role that colleagues are able to support operational delivery of askUS services aligned to core service hours, which from September 2026 will be: Trimester 1 and 2Monday – Thursday: 8am – 6pm Friday: 8am – 5pm Trimester 3 Monday – Thursday: 8am – 6pm Friday: 8am – 5pm.Colleagues will also be expected to work across any campus location, including MediaCityUK.
Duties and responsibilities
• Deliver a personalised, expert, quality-driven service to all askUS customer groups, including students, staff and external partners
• Provide a first-class experience to all askUS customers, demonstrating ownership of queries and acting as the first point of contact, using various communication methods, and in agile/roaming settings
• Keep up to date on all services delivered within the askUS service portfolio
• Capture customer information during all interactions to develop an understanding of the customers’ needs which can be used to improve askUS services in a customer-informed way
• Capture customer feedback, via paper forms, online forms and student focus groups so this information can be used to informed service improvements
• Support services within the askUS portfolio through cross-team working and collaboration
• Promote and facilitate student access to relevant information, services and resources that support their student journey at the university
• Operate a range of ICT systems and undertake general administrative processes associated with the effective and efficient delivery of services
• Create positive experiences for askUS customers by keeping alert for, and supporting the resolution of, potential and actual problems: such as facilities faults, health and safety issues and customer behaviour
• Participate in collaborative projects as directed
• Contribute to the formulation and implementation of new service initiatives
• Ensure the continuing development and growth of all staff by contributing to the askUS programmes for training development.
Skills and experience
The successful candidate should demonstrate the following, which are ‘Essential’ (E) or ‘Desirable’ (D), and will be assessed by Application (A), Interview (I), Presentation (P), or Test (T), if indicated.
Qualifications
1. Good general education with minimum of 5 GCSEs or equivalent to include Maths and English, or relevant professional experience. (E) (A)
2. Qualification in Information, Advice and Guidance OR Customer Service (D) (A)
3. Experience of taking an inclusive approach to customer service in a student support setting, or in a customer care environment, where the customer is at the heart (E)(A)(I)
4. Experience of working collaboratively to develop and deliver innovative and creative solutions (D)(A)(I)
Knowledge
5. Student Support Services, and how they are pivotal to student success (E) (A) (I)
6. Delivery of customer service excellence (D)(A)(I)
7. Excellent communications skills; including the ability to adapt communication style to the audience and for a variety of channels such as, face to face, telephone, email, live chat, Skype and social media (E)(A)(I)
8. Ability to working flexibly and proactively, taking ownership of issues, and resolving these in a customer-focused manner (E)(AI)(I)
9. Ability to engage with customer and colleagues and work co-creatively to resolve issues and deliver a world class student experience (E)(A)(I)
10.Strong personal organisational skills including the ability to balance multiple priorities(E)(A)(I)
11.Excellent IT and word-processing skills particularly Word and Excel (E)(A)(I)
12.Effective problem solving with the ability to adopt innovative approaches that embrace changes to support continuous improvement (E)(A)(I)
13.Actively seeks learning experiences with a drive to acquire and share new knowledge and capabilities (E)(A)(I)
14.A passionate and enthusiastic approach which embraces the University values and behaviours (E)(A)(I)
Location
University of Salford - all campuses depending on business needs
Benefits
Candidates working at the University of Salford on internal assignments are entitled to the following.
From Day 1 of the assignment:
- Access to apply for internal for internal job vacancies at the University of Salford
- Access to the University of Salford Library
- Staff car parking rates
- Training and development (as per the role) - After the 12th week of the assignment: Eye care vouchers if regularly using VDU displays is required for the role and additional leave to align with the allowance for permanent staff
Additional information
Application closing date: Monday the 8th
Interviews 11th and 12th June. Please note that we reserve the right to close this advertisement earlier than the stated date if a suitable number of applications are received.
If you haven’t heard back by the 11th of June 2026, please take it as you have been unsuccessful for the role as our roles fill quickly and can be closed before the advertised application closing.
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