Student Services Advisor

Student Services Advisor

The main element of the role is to provide a full front of house service, offering a professional and high-quality service to students, staff and visitors at Learning Resource Centres and occasionally the College Receptions. There are also some administrative duties incorporated into this post. The successful candidate will have experience of working in a customer orientated environment and experience and knowledge of customer care procedures. You must have the ability to show an understanding of, and commitment to College policies and procedures, particularly equality and diversity. This post also requires some evening working, and flexibility around working hours and location on occasion, particularly during enrolment and examination periods.

Key Responsibilities

To be a first point of contact for Student Services, welcoming students, visitors, and other customers using Reception and LRC services, and dealing with requests for information and enquiries as appropriate.

To help maintain the Reception service desk and visitors' waiting area and provide a high standard of customer service at all times.

To support students in their usage of the Learning Resource Centres, including assisting them to log in and use digital services, access learning resources and study spaces within the LRC, and help maintain an environment conducive to study.

To provide services to students such as ID cards, travel passes, print credits, etc.

To process incoming and outgoing mail and deliveries and maintain parcel security and the post room.

To support students with their usage of PayMyStudent (student financial support system) and answer queries relating to their application.

To be compliant with college cash handling protocols and financial regulations, and work in accordance with these regulations.

To act as a Fire Marshal or First Aider, as required, in the event of an incident.

To actively support and implement the 'One College, One Mindset' initiative.

To support key cross college activities such as enrolment, open evenings and recruitment events.

To follow departmental policies and procedures and operate within service standards at all times.

To adhere to organisational policies and procedures such as GDPR, Equality and Financial Regulations.

To carry out such other relevant and appropriate duties within the framework of a post of this grade that may from time to time be required at a location determined by the needs of the service.

To make full use of new technology in all aspects of job requirements.

To participate fully in: · Professional development · In-service training opportunities which are made available · The delivery of in-service training to others in the area of specific responsibility · The college appraisal scheme

Skills, Knowledge and Expertise

Minimum Grade C in English and Mathematics or equivalent

Experience of working in a customer-oriented environment.

Experience and knowledge of customer care procedures.

Good presentation and written communication skills.

Ability to use current and emerging information technology such as Office365, the College app, etc.

Ability to work both as part of a team and on own initiative.

Good inter-personal skills and the ability to deal with all customers in a friendly and efficient manner.

Ability to show an understanding of, and commitment to College policies and procedures, particularly equality and diversity.

Ability to set high standards for students, colleagues and for themselves.

Positive personality – self-motivated.

Willingness to assist and interact with internal and external stakeholders.

Ability to be flexible and adapt workload/priorities to meet the demand of the unit.

Ability to perform a variety of functions within a team with a positive approach to change.

Clear personal commitment to meeting and surpassing customer expectations.

Understanding and an awareness of an educational environment.

Ability to answer enquiries using information retrieval systems (i.e. on-line databases).

First aid and/or Fire Marshall training certificate.

Commitment to keep up to date with new and emerging technologies and resources, and horizon scanning to identify potential opportunities to enhance the service.

Speak/understand another language.

This role may close earlier than the advertised deadline if we receive sufficient applications. Early submission is strongly encouraged.

Benefits

As a valued member of our College community, you'll enjoy a comprehensive range of benefits, dedicated wellbeing support, and meaningful opportunities for professional growth and development.

Here are some of the benefits available to you:

Generous holiday allowance up to 30 days annual holiday allowance, plus 1 wellbeing day. You'll also benefit from 5 to 7 days statutory closure and 2 further days closure at Easter.

Pension Scheme you'll be part of the Aviva pension scheme, with contributions of up to 10%.

Employee Benefits Platform as part of your role, you'll have access to the COLC Employee Benefits Platform, a one-stop hub for a wide range of perks designed to support your wellbeing, work-life balance, and everyday savings. You'll be able to access discounts at major supermarkets, fashion and lifestyle retailers, tech stores, travel providers, and more. You'll also benefit from the Cycle to Work Scheme, cinema and leisure discounts and tech and home appliance discounts, with the option of spreading the cost through salary sacrifice.

Health and Wellbeing as part of our commitment to supporting your health and wellbeing, all employees have access to the Health Assured Employee Assistance Programme (EAP) – a completely confidential support service available 24/7, 365 days a year. Whether you're facing personal challenges, looking for advice, or simply need someone to talk to, Health Assured is here to help. Through Health Assured, you can access a 24/7 confidential helpline, face to face, online or telephone counselling, as well as structured support for a wide range of issues including stress, anxiety, relationships, bereavement, legal and financial concerns. You'll also have access to the online wellbeing portal, a secure, user-friendly platform offering a wide range of self-help resources, health assessments, articles, and guidance covering emotional, physical, and financial wellbeing, and to the Wisdom App, which offers mood trackers and wellbeing tools, meditation guides, fitness videos, and self-help modules as well as daily wellbeing tips.

Medicash Scheme access to Medicash health plans – supporting you and your family with enhanced access to treatment, wellbeing services, and expert care whenever you need it. We also offer free flu vaccinations to help keep you feeling your best all year round.

Life Assurance we offer life assurance to give you and your family added peace of mind — with a benefit of up to three times your annual salary payable in the event of death in service.

Travel we offer interest-free loans to help you buy annual travel passes from Merseytravel and Merseyrail. That means you can enjoy the savings of up to two months' free travel—without having to cover the full cost upfront. It's all about making your commute more affordable and less stressful.

Flexible Working we offer flexible working options depending on business need to support our employee's work-life balance.

Professional Development we're passionate about helping you thrive, offering a mix of formal and informal professional development opportunities—designed to sharpen your skills, expand your knowledge, and accelerate your career.

College Benefits our excellent sports and fitness facilities can be used free of charge by staff. You can also access a range of discounted hair and beauty treatments at our Academy and Graduate Hair & Beauty Salons, and a staff discount at our Academy Restaurant.

About The City of Liverpool College

The City of Liverpool College is a leading education provider for almost 12,000 students across the Liverpool City Region, from ages 16 and up.

Our passion for nurturing talent and personal approach to teaching makes sure all our students are fully equipped to realise their potential and be empowered to live out their career ambitions.

We believe in opportunity for all and offer access to both academic and vocational courses. From GCSE to degree level, our students achieve some of the highest exam results in the region.

As a recognised leader in skills and education, we are proud to have been named the Liverpool Chamber of Commerce 2024 Skills Provider of the Year, a testament to our deep-rooted commitment to delivering outstanding education that meets the needs of our students and the regional economy. We are also a proud member of the Chartered Institution for Further Education, reinforcing our position as a centre of excellence within the sector. Our recent Ofsted inspection rated us 'Outstanding' for Adult Provision and Personal Development, highlighting our dedication to providing life-changing education that empowers learners at every stage of their journey.

Our Mission to provide high quality skills and education by delivering opportunities for growth to