Advisor

Student Services Advisor (Higher Education)

Location: On-Site - Cardiff Hours: Full-Time - 35 Salary: £18.65 an hour

We are seeking an experienced and proactive Student Services Advisor to join a busy Higher Education environment. This is an excellent opportunity for a customer-focused professional with strong leadership, problem-solving, and stakeholder management skills to play a key role in delivering an outstanding student experience.

As a senior member of the Student Services team, you will provide expert advice on complex student and staff enquiries, act as an escalation point for challenging cases, and support the delivery of a high-quality, student-centred service. You will also lead administrative teams, oversee service performance, and drive continuous improvement initiatives.

Key Responsibilities

• Provide advice and guidance on complex student and staff enquiries.
• Act as the senior escalation point for sensitive or high-impact cases.
• Interpret policies and procedures, exercising sound judgement where guidance may be limited.
• Lead, manage, develop, and support Student Services staff.
• Monitor workloads, performance, and service standards.
• Ensure the accuracy and quality of student records and administrative data.
• Produce reports, documentation, and service insights to support decision-making.
• Analyse trends and service metrics, identifying opportunities for improvement.
• Deliver coaching, training, and development activities for team members.
• Build effective relationships with academic departments and professional services teams.
• Develop and maintain service procedures, guidance, and operational documentation.
• Support inductions, enrolment activities, student events, and wider institutional initiatives.
• Contribute to projects that enhance service delivery and the student experience.
• Ensure compliance with policies, procedures, and regulatory requirements.

About You

We are looking for a confident and experienced professional who can balance operational leadership with excellent customer service and stakeholder engagement.

Essential Skills & Experience

• Experience working in a student support, higher education, or customer-focused administrative environment.
• Experience leading, supervising, or mentoring staff.
• Strong understanding of administrative processes and service delivery.
• Excellent communication skills with the ability to explain complex information clearly.
• Strong decision-making and problem-solving abilities.
• Experience analysing data and producing reports.
• Excellent organisational and workload management skills.
• Ability to build relationships and influence stakeholders.
• Strong IT skills, including databases, record systems, and Microsoft Office.
• Ability to work independently and manage competing priorities.

Desirable

• Experience within Higher Education or Student Services.
• Knowledge of student records, enrolment, assessments, fees, or wider student lifecycle processes.
• Experience delivering training or supporting service improvement initiatives.

What You'll Bring

• A passion for delivering an excellent student experience.
• Strong leadership and coaching skills.
• Excellent attention to detail.
• A collaborative and solutions-focused approach.
• Confidence handling complex enquiries.
• A commitment to continuous improvement and service excellence