Are you a resilient and proactive problem solver who can deliver excellent customer service in a fast paced environment? If so we have an exciting opportunity to join the University of Sheffield as a Senior Enquiries Advisor.

As part of the Student Enquiries Team, you’ll play a vital role in supervising and supporting a service that handles a wide range of queries from over 35,000 students and alumni. You’ll lead by example, motivating a team of Enquiry Advisors while ensuring a professional, efficient, and welcoming service at our busy on campus Student Services Information Desk (SSiD).

We’re looking for someone who:

• Has significant experience in customer enquiry handling and supervision.

• Thrives in a fast-paced service environment, responding effectively to face-to-face, phone, and email queries.

• Is an excellent communicator who can work collaboratively and sensitively with people from a wide range of backgrounds.

• Has experience of dealing with confidential information, sensitive issues and difficult situations.

Main duties and responsibilities

• Provide a comprehensive, friendly and professional general enquiry service for current students and graduates / alumni of the University

• Supervise Enquiry Advisors, ensuring all aspects of work are actioned in a professional manner to quality standards, providing training and guidance where appropriate

• Responsible for delegation of specific activities to front line staff, ensuring work is completed to required timescales and standards.

• Respond to enquiries escalated by front line staff and escalate appropriately to senior colleagues in the team and specialist services.

• Record enquiries, requests, signposting and referrals on various information systems ensuring accuracy and completeness.

• Verify the accuracy of data contained in live and archived official documentation using own expertise and cross reference sources

• Liaise with the Graduation team regarding the production, release, distribution of degree certificates and the storage of unclaimed degree certificates.

• Liaise with third parties including Royal Mail / DHL to ensure documents are distributed worldwide within the timescales required by alumni/graduates

• Liaise with key teams to enable accurate and timely production of transcripts, letters and replacement degree certificates for graduates

• Liaise with academic and professional service departments to provide a joined-up service to students, communicate information and service updates to colleagues across the University.

• Support the Student Enquiries Manager with the regular review of processes to   ensure   efficient enquiry handling   and   an   improved   student   experience.

• Carry out other duties, commensurate with the grade and remit of the post

Person Specification 

Please ensure that you reference the application criteria in the application statement when you apply.

A priority for us is to represent the diversity of our student body within our teams, and we are keen to receive applicants with diverse lived experiences. Even if your past experience doesn't match perfectly with this role's criteria, we are genuinely keen to hear from you and learn how you believe your skills and experience are transferable and relevant to this role.

We are a Disability Confident Employer. If you have a disability and meet the essential criteria for this job you will be invited to take part in the next stage of the selection process.

Further Information

Next steps in the recruitment process

It is anticipated that the interviews will take place on 27th & 28th November. This will consist of an activity and interview. If you need any support, equipment or adjustments to enable you to participate in any element of the recruitment process you can contact Sheraz Hussain (sheraz.hussain@sheffield.ac.uk)

Our vision and strategic plan

We are the University of Sheffield. This is our vision: sheffield.ac.uk/vision (opens in new window).

What we offer

• A minimum of 38 days annual leave including bank holiday and closure days (pro rata) with the ability to purchase more.

• Flexible working opportunities, including hybrid working for some roles.

• Generous pension scheme.

• A wide range of discounts and rewards on shopping, eating out and travel.

• A variety of staff networks, providing opportunities for social interaction, peer support and personal development (for example, Race Equality, LGBT+, Women’s and Parent’s networks).

• Recognition Awards to reward staff who go above and beyond in their role.

• A commitment to your development access to learning and mentoring schemes; integrated with our Professional Services Shared Skills Framework

• A range of generous family-friendly policies

  • paid time off for parenting and caring emergencies

  • support for those going through the menopause

  • paid time off and support for fertility treatment

  • and more

More details can be found on our benefits page: sheffield.ac.uk/jobs/benefits (opens in a new window).

Closing Date : 13/11/2025 

We are a research university with a global reputation for excellence. Our ideas and expertise change the world for the better, making a real difference to society. We know that when people come together with different views, approaches and insights it can lead to richer, more creative and innovative teaching and research and the highest levels of student experience. Our University Vision (www.sheffield.ac.uk/vision) outlines our commitment to building a diverse community of staff and students that recognises and values the abilities, backgrounds, beliefs and ways of living for everyone.