Beds SU is committed to diversity and inclusion amongst its staff, reflecting the communities it serves. We are an equal opportunities employer and welcome applications from all suitably qualified person regardless of their race, sex, disability, religion/belief, sexual orientation, or age.
We are happy to discuss any reasonable adjustments individuals may require, including – but not limited to – alternate working hours.
Overall Purpose
Beds SU’s independent and impartial Advice Service provides free information, advice, and guidance to nearly 10,000 student members studying at the University of Bedfordshire. Whilst supporting students to navigate University policies and procedures makes up the majority of our work, we aim to provide information and trusted signposting to our diverse membership in all areas of their student experience, whether that’s accommodation issues, financial troubles, or personal safety concerns. We seek to empower students with the knowledge required to take back control of their situation and be able to avoid or tackle future instances with confidence.
Student Advisors work as a team provide both proactive and reactive advice and guidance: dealing with students navigating sometimes complex processes, when their academic future is on the line; and building banks of self-help resources and tools to improve understanding to help prevent students from ever reaching that point in the first place. Through this work they also provide insight into the student experience for the rest of Beds SU and – in turn – the University, seeking to affect change across the institution and often wider communities that will improve the student experience moving forward.
RESPONSIBILITIES AND DUTIES
Key responsibilities of the role are:
1. To provide outstanding support to student members facing difficulties in their student experience.
2. To ensure students have access to current and well-researched self-help tools and resources.
3. To contribute to wider improvements for students, including proposals for policy change and wider consultations.
4. To maintain high standards of service delivery and knowledge held within the service, both individually and collectively.
Student support
· One-to-one or group support for student members of Beds SU, via email, online (video and audio) and face-to-face appointments, providing empowering advice and excellent customer service in line with operational guidance
· Manage own caseload to reach beneficial outcomes for as many students as possible
· Attend panels/investigatory meetings in support of students where appropriate
· Facilitate “Drop-Ins” - online and in-person – providing easy entry-level service access for student members
· Support colleagues to manage caseload across the team and wider Union (for example, colleagues facilitating enquiry management), maintaining excellent customer service and service standards throughout
· Refer students to other services (internally or externally) as appropriate to ensure the best outcomes for the individual
Outreach
· Build and maintain online article base and explore new tools (including powered by artificial intelligence) to support students proactively with frequent issues, further developing the capacity of the service
· Plan and deliver engaging open access group workshops – online and in-person - on current/upcoming issues relevant to student members, efficiently and effectively
· Establish and maintain relationships with organisations locally and nationally as required so that students may access support/be referred for support in their locality
· Support promotional activities to raise awareness of the Advice Service and Beds SU as a whole
· Support wider Beds SU colleagues to understand and support the outreach of the Service
Advocacy & Policy Development
· Identify trends in issues and proactively present potential improvement opportunities – for example, suggested policy changes that would improve outcomes for students
· Brief colleagues and elected Officers to advocate for change in relevant committees or campaigns
· Provide (anonymised) case studies to support the representational efforts of other Beds SU teams, such as contributing to consultations
Maintaining best practice and personal development
· Maintain excellent standards of customer service, including exemplary data protection practices (training provided)
· Maintain records that support Beds SU to demonstrate the value and impact of our work
· Keep abreast of changes in policy in areas that affect students, from across the student experience
· Identify, source and attend training/development opportunities to ensure currency of support
· Adhere to Advice Service Manual and other Beds SU policies
· Constructively contribute to regular case review and reflective practice exercises to continually improve practices
General
· Work in liaison with and provide professional support, advice and guidance to elected officers and other Beds SU colleagues
· Write content/notices for students and update webpages as required
· Follow Beds SU branding guidelines and support communications directives
· Keep accurate records to contribute to regular reports as required by management
· Implement relevant objectives and operational action plans to contribute to (and regularly report progress towards) the Students’ Union’s strategic aims
· Assist in the marketing and delivery of Welcome/Fresher’s Week, annual elections, end of year awards, and other key annual events and activities
· Ensure all policies and processes are adhered to, including data processing policy
· Occasionally work outside the normal scope of hours in the role description in order to support special activities of importance to the Students’ Union’s objectives, such as Welcome Week or elections support
Job Types: Full-time, Part-time
Pay: £25,581.00-£29,828.00 per year
Expected hours: 30 per week
Benefits:
- Life insurance
- Sick pay
Schedule:
- Monday to Friday
Work Location: In person
Application deadline: 07/07/2025
Expected start date: 01/08/2025
