Customer Service Advisor (Term time only)

£26,570 per annum (Pro-rata for hours worked)

About Us

The Sheffield College is a further and higher education institution dedicated to providing academic, vocational, and professional qualifications to approximately 13,000 young people and adults annually. Our mission is to transform lives through learning, advocating for inclusivity and diversity at every stage.

About The Role

The Sheffield College is a large, vibrant and diverse further education college and we are proud of how the college contributes to transforming lives through learning by meeting local skills needs.

The Customer Service Advisor plays a vital role in creating a positive and supportive experience for students, staff, parents/carers, employers, and other stakeholders across the college. As a key member of the Customer Services Team, you will provide a warm, welcoming presence and deliver clear, accurate information to a diverse community.

We are seeking an enthusiastic, self-motivated individual with excellent customer service skills and a genuine commitment to helping others. The role requires flexibility to support a range of working patterns across our college campuses.

You will ensure that all enquiries – whether face-to-face, by phone, or online – are managed professionally, efficiently, and in line with college standards.

Main Responsibilities

Deliver excellent, professional, and welcoming customer service to students, staff, parents/carers, employers, and other stakeholders, acting as the first point of contact and providing accurate information and guidance. Provide flexible support across the Customer Services Team to meet operational needs, working across campuses, on a rota basis, as required. Respond promptly and effectively to enquiries received by telephone, email, in person, and through other digital platforms. Provide guidance on college services, admissions, timetables, facilities, and general enquiries, liaising with curriculum and support teams to resolve complex enquiries. Process and issue student ID cards and lanyards, including handling payments for replacement items and ensuring accurate record keeping. Operate the college switchboard, ensuring all calls are handled politely, efficiently, and professionally, and answered in a timely manner. Produce and provide official student documentation, such as status of study letters, ensuring accuracy and professionalism. Ensure service logs, CRM systems, and trackers are kept up to date. Work towards and achieve key performance indicators (KPIs) set for the Customer Services Team. Liaise with the relevant Campus Security, Duty Managers, First Aiders, and Caretakers as appropriate, ensuring they are notified of any assistance requests related to incident response or estate matters. Assist with major college events such as open days, enrolment periods, and exam-season activities.

From time-to-time these responsibilities may be reviewed so that they evolve as part of the college’s strategic growth and success. You may also be required to take on other tasks related to the job to support the college in the delivery of its strategic aims, without changing the role's main purpose.

Cross College Responsibilities

You may be required to participate in cross-college teams and working groups on key projects.

You will act as a role model to colleagues, ensuring that the responsibilities of the post are carried out in line with the college’s FREDIE+ values and behaviours.

Student Related Responsibilities

Anyone who has regular contact with children and young people in their day-to-day responsibilities must ensure they are safe. You will work with the Safeguarding Team, ensuring concerns regarding students/apprentices are shared in a timely, accurate manner

You will be involved in supporting college open days, during the exam season student enrolment, and any other required events.

Other Responsibilities

All staff have a responsibility to ensure that the college provides a safe and sustainable environment for students, staff and visitors. You will support this by:

Understanding and undertaking specific responsibilities for their role as documented within the Health and Safety Policy and Procedures. Ensure compliance with data protection regulation Ensure that environmental sustainability is a key consideration in the actions we take, working towards the college’s environmental strategy and net zero ambition.

For more information about this role, please contact Madison Frith, Student Central Assistant Manager - Madison.Frith@sheffcol.ac.uk

This role is a term-time role.

What We Can Offer You

As the successful candidate, you will be offered a salary of £26,570 per annum (Pro-rata for hours worked) based upon a combination of the skills, knowledge and experience that you can bring to the role.

Our Benefits

Enhanced Pension contributions scheme with SYPA Annual leave - 30 Days (222 hours) + 8 Bank Holidays (59.2 hours)- this includes a discretionary Christmas closure period Health and wellbeing, we offer Employee assistance programme through Bupa Occupational Health through PAM Free eye tests for VDU users Free parking is available at the majority of our campuses

Further information can be found on our Benefits and Career Development pages.

Disability Confident

We are a Disability Confident employer and are committed to removing barriers for applicants with a disability during our recruitment process, upon appointment and as an employee. Please review our Recruitment Guidelines for Disabled Candidates which provides further information on reasonable adjustments and how the Disability Confident scheme works in practice. If you require any reasonable adjustments or any support at any point throughout the process, please contact jobs@sheffcol.ac.uk

Armed Forces Covenant

As part of our commitment through the Armed Forces Covenant, we’re pledged to support the Armed Forces Community. Recognising the value Personnel, Veterans and military families contribute to our community and country.

Safeguarding

We are an employer who is committed to safeguarding and promoting the welfare of students. Successful applicants will be required to have an enhanced DBS check and will be subject to safer recruiting procedures. Further details on our safer recruiting procedures, including the employment of ex-offenders can be found here Safeguarding

Next Steps

To apply:Click apply online and follow the links to complete the online application. For queries regarding the application process, please contact the Recruitment Team at jobs@sheffcol.ac.uk CVs are currently not accepted.

As a Leader in Diversity employer, we encourage applications from everyone and value diversity in our workforce.

Closing date: 14 May 2026

Please be aware – If we have a high number of applications, we may decide to close the vacancy earlier.