Customer Service Adviser (Info Point)

Support during the application process: If you’re a person with a disability, if you're neurodivergent, or if you have a condition that you believe may affect your performance during our selection process, we’ll be happy to make reasonable adjustments to our processes for you. You’ll have the opportunity to let us know about any adjustments you may need throughout the application and selection process. We’ll continue this conversation if you join us as an employee, and we’ll work with you to make sure you have the adjustments you need to succeed in your role. Examples of adjustments could include:

• Extra time for online assessments.
• Providing alternative accessible formats.
• Interview questions in advance of the interview.
• Providing some extra information about what to expect.
• Office orientation before an in-person assessment.

The Student and Campus Life Service provides a range of support services that help students thrive academically, professionally and personally. As part of the Information Point team, you will be at the heart of that support, helping students access information, advice and specialist services when they need them most. Our Information Points are often the first point of contact for students across our campuses. Every day brings new opportunities to make a positive difference, whether that is helping a student navigate University processes, supporting someone experiencing challenging circumstances, or connecting them with the right service at the right time. This is an exciting opportunity to join a welcoming and supportive team committed to delivering an outstanding customer experience. You will work directly with students, colleagues and stakeholders across the University, ensuring enquiries are handled efficiently, sensitively and professionally. Based primarily at our Frenchay Campus, you will work as part of a collaborative team providing frontline support and information to students across a wide range of academic, wellbeing and practical issues. You will also contribute to the smooth running of the service through telephone, email and administrative support, helping to ensure students can access the guidance and services they need.

Key responsibilities include:

• Providing a welcoming, professional and efficient first point of contact for students and visitors.
• Supporting students with a wide range of enquiries and connecting them with specialist support services where appropriate.
• Managing face-to-face, telephone and online enquiries in a busy and varied environment.
• Triaging and responding to student queries, ensuring accurate information and advice is provided.
• Handling appointment bookings, administrative processes and routine service tasks.
• Working collaboratively with colleagues across the University to support students and resolve enquiries.
• Contributing to service improvements and maintaining high standards of customer service.

This is a part-time role (22.5 hours per week across 3 days) offered on a permanent basis. Normal working hours are scheduled between 8:30am and 5:00pm. Shift patterns will typically be 8:30am to 4:30pm or 9:00am to 5:00pm. On occasion, and with suitable notice, flexibility is required to support service delivery from 8:00am or until 6:30pm. If you are looking for a role where you can make a meaningful impact, work with a diverse community, develop professionally and be part of a values-driven organisation, we would love to hear from you.

About you: You are someone who enjoys helping people and takes pride in delivering an excellent customer experience. You will be organised, adaptable and resilient, remaining calm and professional when managing competing priorities and responding to challenging situations. You will be a strong communicator with the ability to build trust and rapport with students and colleagues from a wide range of backgrounds. You will share our commitment to inclusion, treating everyone with empathy, respect and understanding. You will be able to demonstrate:

• Excellent customer service skills gained within a professional environment.
• Strong verbal and written communication skills.
• The ability to learn and retain information quickly and communicate it clearly and confidently to others.
• Confidence using digital systems and applications, with strong IT and administrative skills.
• The ability to manage a varied workload while maintaining accuracy and attention to detail.
• Experience of working collaboratively as part of a team and building positive working relationships.
• The ability to remain calm, professional and solution-focused in challenging situations.

To succeed in this role, you will also be:

• Collaborative in supporting colleagues and working across teams.
• Inclusive in your approach to supporting students from diverse backgrounds and experiences.
• Ambitious about delivering an excellent student and customer experience.
• Adaptable and resilient when responding to changing priorities and service demands.
• Enterprising in taking ownership of enquiries and finding practical solutions.

The variety of enquiries received means that no two days are the same. You will enjoy developing your knowledge, learning new information and applying this to support students effectively. Experience of supporting students within a Higher Education environment is desirable, as is an awareness of student wellbeing and mental health issues. As the Information Point service often supports students experiencing distress or difficult circumstances, you will be able to communicate sensitively and confidently while maintaining professionalism and confidentiality.

We recognise that people develop skills and experience in different ways. If you are excited by this opportunity and believe you have the qualities to succeed, we encourage you to apply, even if you do not meet every desirable criterion. When completing your application, please provide examples of how you meet the essential and desirable criteria in the job description. UWE Bristol's values and behaviours will be explored further at interview.

Where you will be working: UWE Bristol is a campus-based University, with vibrant campus communities that are central to student life. In this role, you’ll be based at our modern Frenchay Campus where we’ve invested in state-of-the-art facilities designed to help both staff and students succeed, although you may occasionally be required to work from other UWE Bristol campuses within the Bristol area to support service delivery. Suitable notice will always be provided. Working across multiple campuses provides an excellent opportunity to broaden your experience, develop your knowledge of different student communities and build strong relationships with colleagues across the wider University. You’ll spend most of your time on campus, typically at least 2 of the 3 days per week (this may increase during busy periods), with the opportunity to work from home on the remaining day depending on service requirements.

We are one of the largest providers of Higher Education in the South West with 38,000 students and 4,000 staff from right across the globe. Based in vibrant Bristol, our ambitions are to make a positive difference to our planet, transforming futures through actions and solving real world challenges. We offer a wide range of employee benefits including progressive pay rates, very generous annual leave and career average pension schemes as well as retail savings, onsite nursery and opportunities for training and personal development. We’re part of a vibrant, multicultural city and welcome talented people from all backgrounds. Diversity is our strength, enhancing creativity, decision‑making, and problem‑solving. Join our supportive community and thrive. We particularly encourage applications from global majority candidates as we are currently under-represented in this area, however all appointments are made strictly on individual merit. As a Disability Confident employer, we encourage applications from disabled or neurodivergent candidates.

If you would like to speak to us to find out more about this role, please contact Claire Foreman on 0117 328 6834 or email: Claire.Foreman@uwe.ac.uk. This is a part-time, permanent post, working 22.5 hours per week. This post is available on a job share basis for applicants wishing to work part time. Salary offers are made in line with the University’s salary assessment guidelines, reflecting your relevant skills and experience in parity with colleagues.

If offered a role, you will need to provide valid documentation confirming your right to work in the UK before employment begins. Guidance on acceptable documents is available via the Home Office Right to Work Checklist. Unfortunately, this role is not eligible for Skilled Worker visa sponsorship.