Advice Centre Lead

Hours:35-hours per week (to be worked flexibly)

Reporting to
:
Head of Student-Led Change & Advice

To lead on day-to-day delivery of the advice centre provision at the Students’ Union and line manage front facing student staff at the information point. The role primarily involves the delivery of a high-quality impartial, independent, advice service to individual student members of the Students’ Union, through information, advice, guidance, signposting and referrals and working with the Head of Student-Led Change and Advice on expanding advice provision.

The role-holder will also be expected to work collaboratively with colleagues across the organisation as well as the university to identify and recommend solutions to issues and concerns affecting the wider student body to improve the student experience.

• Develop the advice centre provision ensuring it delivers a service that is appropriate for the needs of University of Salford students.
• Work to maintain and develop the skills and knowledge levels within the student-staff team, through upskilling and training where necessary.
• Assist in the development of evidence‑led approaches to understand student priorities and collaborate with the Student‑Led Change Lead where trends indicate that collective student action is needed.
• Line management of Student Staff, including Student Advisor and Information Point staff.
• Provide leadership and direction to student staff, ensuring they are supported to provide excellent service delivery.
• Embed a coaching culture within the student staff team to empower staff to thrive.
• To lead on day-to-day delivery of the advice centre provision and work alongside the Head of Student‑Led Change and Advice to expand the service where desired.
• To undertake detailed, specialised casework related primarily to academic matters and housing issues, but more broadly on other concerns affecting student experiences.
• This will be on a one-to-one basis delivered via various methods as appropriate including telephone, email, live chat, video calling, and in person.
• To maintain accurate, confidential, and legally compliant records of student client and casework details
• To approach student casework in a holistic manner, recognising that students may require support for a range of issues both academic and non‑academic.
• Signposting and referring where appropriate, ensure that students are dealt with in a supportive and wellbeing‑focused manner.
• To be familiar with relevant legislation as it affects student issues and respond accordingly.
• To produce information, case studies and feedback related to student issues for the Union’s communication channels, ensuring a pro‑active approach to areas of concern for the student body.
• Develop and maintain relationships with colleagues throughout the Union, University and other advice providers.
• Build effective relationships with colleagues at other students’ unions to share best practice.
• Assist with the promotion of the advice service throughout the University and to external organisations.
• Provide support to student‑led groups and student leaders that provide information or advice.
• Ensure compliance with the Union’s policies, University policies and all relevant legislation – including Health and Safety, 1992 Education Act and Data Protection.
• Help our Full Time Officers achieve their manifesto commitments.
• Actively engage in student‑facing projects and activities of all kinds as required.
• Be an enthusiastic advocate for student leadership and the organisation’s values.
• Maintain your own professional networks and promote the Union on a local and national level.

• Experience of providing advice and managing casework, including keeping accurate and confidential records.
• Experience of line managing staff and/or volunteers and taking a coaching approach towards their development.
• Demonstrable knowledge of and/or an appreciation of the issues currently impacting students in Higher Education

• Ability to manage difficult or sensitive situations in a calm and empathetic way.
• Ability to demonstrate effective communication…