The Open University
Senior Adviser, Student Support
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Senior Adviser, Student Support
Senior Student Recruitment and Support Adviser
Advert Reference Number: 1721 Job Location: Manchester Department: Student Information and Advice STEM Salary: £27,319 to £30,378 (per annum) Closing Date: 30 June 2026 Weekly Working Hours: 37 Contract Type:
- 3x Permanent Full-Time
- 1x Fixed-Term (until 25 September 2026)
- 1x Fixed-Term (maternity cover, until 31 May 2027 or until postholder returns)
About The Open University
The Open University is the UK’s largest university, pioneering flexible part-time education. Our mission fusion—education for societal change and academic excellence—triggers individual and collective transformation.
📺 [Learn more about us](insert YouTube link)
About the Role
As a Senior Adviser within the Student Support Hub, you’ll empower students and prospective students towards successful progression and qualification completion. Your contributions directly shape customer satisfaction—one of our core goals.
Key Duties:
- Provide expert advice across the student lifecycle, from pathway choice to assignment extensions to peer referral.
- Collaborate under the Information, Advice and Guidance (IAG) model to ensure a seamless, effortless journey.
- Focus on STEM curriculum areas with broad competence across all disciplines as needed.
Channels Supported:
Phone (inbound/outbound), email, letters, online webchat, forums, social media, and face-to-face.
Key Responsibilities
1. Student & Prospective Student Advice
- Serve as the first point of contact for diverse queries.
- Manage challenging situations, including distress caused by missed deadlines or academic setbacks.
- Navigate issues with expertise—interpreting guidelines with initiative within predefined boundaries.
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2. Operational Excellence
- Maintain accurate student records on university databases.
- Handle complex guidance needs via effective referrals to specialist colleagues.
3. Service-Oriented Teamwork
- Work rotas ensuring timely resolutions to meet Service Level Agreements.
- Exercise judgment to solve problems while adhering to policies and legislation.
4. Service Improvement & Proactivity
- Attend meetings to propose business improvements.
- Support inter-team collaboration and smooth workflows.
5. Professional Growth
- Uphold internal policies and external regulations.
- Engage with your manager to develop individual performance and offer constructive feedback.
About You
Essential Criteria:
- Standard proficiency in written English, math, and clear communication—oral and written.
- Experience handling complex, varied queries using multi-faceted information sources.
- Adaptability and commitment to continuous learning.
- Technical competency: proficiency with Microsoft Office and systems training readiness.
- High-pressure resilience: planning, organization, and courage to navigate ambiguity.
- Interpersonal skills: empathy, engagement, varied questions to elicit needs.
- Negotiation ability and respect for equality legislation.
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Desirable Criteria:
- NVQ Level 2+ in Customer Services, IAG, or Customer Care (or equivalent).
- Customer service telephone experience in high-volume roles.
- Target-oriented mindset (individual/team/organisational).
- Capacity to use CRM tools.
What’s in It for You?
Benefits & Policies
- Comprehensive benefits package.
- Flexible working options (job shares, part-time, compressed hours). Contact us before applying to discuss alternatives.
Work Arrangement
- Hybrid model: expected to be on-site for six weeks of training, then ≈ one day/month thereafter, based on business needs.
Work Hours & Travel
- Hours: Monday–Friday, 8:00 AM–6:30 PM (adjustments via Workforce Management System as needed).
- Leave: Restricted during peak enrolment periods.
Note: This role is internally referred to as Senior Student Recruitment and Support Adviser.
Next Steps
- Interviews: Likely the week commencing 13 July 2026.
- How to Apply:
Visit the OU Careers site and submit:
- CV
- Supporting statement (up to 1,000 words)
- Aim: Reflect your interest in the role: align your skills/experience to the criteria.
Early focus on recruitment: Jobs may close earlier if there’s a strong pool of applications that meets diversity targets. If you’re partway through applying, contact us for updates.
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