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Senior Enquiries Adviser
VOLUNTARY ACTION SHEFFIELD
27,319 - 31,236 per year
Sheffield
Full-time
13th November 2025

Senior Enquiries Advisers (x2)

Administration

The University of Sheffield

We are recruiting two permanent, full‑time posts in the Student Enquiries Team. As part of the Student Enquiries Team, you’ll play a vital role in supervising and supporting a service that handles a wide range of queries from over 35,000 students and alumni. You’ll lead by example, motivating a team of Enquiry Advisors while ensuring a professional, efficient, and welcoming service at our busy on campus Student Services Information Desk (SSiD).

The Senior Enquiries Adviser role is an opportunity for someone with a passion for excellent customer service who is looking to use their skills to improve the student experience within a team that handles thousands of enquiries and requests each year.

You will have face to face customer service experience, knowledge of using databases, experience of staff supervision, and the ability to support students from a wide variety of cultures and backgrounds as part of a friendly and professional team.

If you have excellent communication and organisational skills with an ability to multitask, develop creative solutions to problem solving and take pride in what you do then we would be keen to hear from you.

The Student Enquiries team is based on campus in the Student Services Information Desk (SSiD) and will use your experience to supervise an efficient and knowledgeable information service that supports over 35,000 current and former students and their supporters.

Main duties and responsibilities

  • Provide a comprehensive, friendly and professional general enquiry service for current students and graduates / alumni of the University
  • Supervise Enquiry Advisors, ensuring all aspects of work are actioned in a professional manner to quality standards, providing training and guidance where appropriate
  • Responsible for delegation of specific activities to front line staff, ensuring work is completed to required timescales and standards.
  • Respond to enquiries escalated by front line staff and escalate appropriately to senior colleagues in the team and specialist services.
  • Record enquiries, requests, signposting and referrals on various information systems ensuring accuracy and completeness.
  • Verify the accuracy of data contained in live and archived official documentation using own expertise and cross reference sources
  • Liaise with the Graduation team regarding the production, release, distribution of degree certificates and the storage of unclaimed degree certificates.
  • Liaise with third parties including Royal Mail / DHL to ensure documents are distributed worldwide within the timescales required by alumni/graduates
  • Liaise with key teams to enable accurate and timely production of transcripts, letters and replacement degree certificates for graduates
  • Liaise with academic and professional service departments to provide a joined-up service to students, communicate information and service updates to colleagues across the University.
  • Support the Student Enquiries Manager with the regular review of processes to ensure efficient enquiry handling and an improved student experience.
  • Carry out other duties, commensurate with the grade and remit of the post

Person Specification

Our diverse community of staff and students recognises the unique abilities, backgrounds, and beliefs of all. We foster a culture where everyone feels they belong and is respected. Even if your past experience doesn't match perfectly with this role's criteria, your contribution is valuable, and we encourage you to apply. Please ensure that you reference the application criteria in the application statement when you apply.

Criteria Essential or desirable Stage(s) assessed at Significant experience working in a customer enquiry handling role Essential Application Experience of supervising, motivating and effectively communicating with a team of staff. Essential Application/interview Good understanding of the importance of supporting and enhancing the student experience. Essential Application/interview Good organisation skills, including an ability to prioritise your own workload and the workloads of others effectively to meet deadlines Essential Application/interview Excellent customer service skills, with experience of responding efficiently and effectively to face to face, phone and email enquiries. Essential Application/interview Ability to work efficiently within a busy environment and prioritise workloads to resolve conflicting demands with minimal supervision. Essential Application/interview Good interpersonal skills with the ability to deal sensitively with students from a wide variety of cultures in order to provide accurate and comprehensive information and guidance for students and staff. Essential Application/interview Effective communication skills, including report writing and presenting to range of audiences Essential Application/interview Ability to collaborate with others working effectively as part of a team, across teams and independently. Essential Application/interview Experience of dealing with confidential information, sensitive issues and difficult situations, ensuring adherence to correct procedures. Essential Application/interview

Further Information

Grade 5 Salary £27,319 to £31,236 per annum Work arrangement Full time Line manager Student Enquiries Team Manager Direct reports n/a For informal enquiries about this job contact Sheraz Hussain, Student Enquiries Team Manager on sheraz.hussain@sheffield.ac.uk

Sheffield

£27,319 to £31,236

Full Time

35 hours

A minimum of 38 days annual leave including bank holiday and closure days (pro rata) with the ability to purchase more. Flexible working opportunities Generous pension scheme. A wide range of discounts and rewards on shopping, eating out and travel. A variety of staff networks, providing opportunities for social interaction, peer support and personal development (for example, Race Equality, LGBT+, Women’s and Parent’s networks). Recognition Awards to reward staff who go above and beyond in their role. A commitment to your development access to learning and mentoring schemes; integrated with our Professional Services Shared Skills Framework A range of generous family-friendly policies paid time off for parenting and caring emergencies support for those going through the menopause paid time off and support for fertility treatment and more More details can be found on our benefits page: sheffield.ac.uk/jobs/benefits (opens in a new window). We are a Disability Confident Employer. If you have a disability and meet the essential criteria for this job you will be invited to take part in the next stage of the selection process.

13-11-2025

https://www.jobs.ac.uk/job/DPC369/senior-enquiries-adviser

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