At a Glance
- Tasks: Support students in making study choices and navigating their educational journey.
- Company: The Open University, a leader in flexible education and student support.
- Benefits: Flexible working options, competitive salary, and a supportive work environment.
- Other info: Hybrid working model with opportunities for personal and professional growth.
- Why this job: Make a real difference in students' lives while developing your skills.
- Qualifications: Strong communication skills and experience in customer service or advice roles.
The predicted salary is between 29700 - 36300 £ per year.
Department: Student Information and Advice FBL and WELS
Closing Date: 26 August 2026
Weekly Working Hours: 37
Contract Type: Permanent
About the Role
As a Senior Adviser you will work within the Student Support Hub and will help students and prospective students make study choices that will lead to successful progression, qualification completion and customer satisfaction.
Key Duties:
- Provide support through advice to students and potential students across the student lifecycle on a wide range of queries from qualification, careers-based enquiries, change of study intentions to assignment extensions and tutor referrals.
- Refer on to other staff with specialist expertise as part of the Information, Advice and Guidance (IAG) model.
- Concentrate on the delivery of expert advice with a focus on a particular curriculum area and the associated Faculty.
Key Responsibilities:
- Provide advice to support students and potential students via various channels including phone calls, emails, letters, online webchat, online forums, social media and face-to-face.
- Act as the first point of referral for students and potential students requiring advice and information.
- Navigate and respond to issues, interpreting and applying procedures and guidelines as laid out within agreed policies.
- Accurately record and maintain student and potential student details on university systems and databases.
- Work as part of a flexible operation to provide support and answer queries from students, potential students and Associate Lecturers.
- Participate actively in the achievement of agreed service standards.
- Assist proactively in the development and continuous improvement of good internal and inter-team working and service provision.
- Undertake all duties in accordance with internal policy and external legislation.
About You:
- A good standard of written English language, grammar and mathematics commensurate with the role.
- Experience of answering and actioning complex and diverse queries.
- Good communication skills: both oral and written.
- Flexibility and adaptability to changing circumstances.
- Strong IT skills, including use of standard Microsoft Office packages.
- Good interpersonal skills and active listening skills.
- Good planning and organisational skills.
- Relevant NVQ to Level 2 or above (e.g. Customer Services, Information, Advice and Guidance or Customer Care) or equivalent.
- Experience of inbound and outbound telephone conversations in a complex customer services environment.
What's in it for you?
At The Open University, we offer a range of benefits to recognise and reward great work, alongside policies and flexible working that contribute towards a great work life balance.
Work Location:
This role will follow a hybrid working pattern, allowing you to work from both home and the office.
Next steps in the Recruitment process:
Interview date is to be confirmed. Applications may be reviewed on an ongoing basis.
The Open University is committed to equality, diversity and inclusion.
Senior Student Support Adviser in Nottingham employer: The Open University UK
The Open University UK is an exceptional employer, offering a dynamic and inclusive work culture that prioritises flexibility and diversity. As a Space Planning & Interiors Manager, you will have the opportunity to lead impactful projects while benefiting from professional growth and development in a supportive environment, all within the vibrant setting of Milton Keynes.
