We are looking for an experienced, committed and dynamic individual to join our advice team who are responsible for providing advice to 18000 students at Aston University. Experience of providing advice or working in higher education along with excellent communication skills are required to deliver high quality and empowering advice on academic, housing and money issues affecting students. Academic appeals, complaints and disciplinary matters make up the majority of the caseload. As a result, a key part of the role will be advising students on the University’s academic policies and procedures.

Principle purpose of job

To support the Union’s advice service to provide Aston students with professional, impartial, confidential and high-quality advice on a range of issues related to their academic studies as well as housing and money management.

Main duties and responsibilities

• To provide Aston students with professional, impartial, confidential and high quality advice on a range of issues related to their academic studies as well as student accommodation and money management.
• To advise clients face to face, by telephone, email and through virtual and online services.
• To provide high quality advice and information on a range of academic issues including but not limited to academic appeals, academic offences, complaints, disciplinary, exceptional circumstances, fitness to practice, progression and withdrawals.
• To provide high quality advice to students regarding their rights and responsibilities in matters related to housing and student accommodation including student’s rights, tenancy agreements, deposits, disputes, rent arrears and liability.
• To provide a tenancy agreement checking service for students
• To occasionally provide basic money advice and assistance with personal budget sheets and income maximisation
• To accurately record advice and case information confidentially using our case management system in a timely manner
• Advise students on other issues related to their student life including but not limited to harassment and hate crime
• Accompany students to meetings and hearings to provide support and/or representation where appropriate
• Proactively develop and lead projects aimed at improving the wellbeing of Aston students
• To assist with the promotion of the Advice service to Aston students and throughout the University
• To create engaging digital content for our various communication channels i.e. social media, website and newsletters
• To ensure the advice sections of the SU website are up to date and relevant.
• Maintain an up-to-date knowledge of Aston University’s policies and procedures, higher education, student welfare matters and best practice in advice
• Undertake any administrative tasks or duties as required that are commensurate with the status and role and support the working of the SU.

Person specification

Essential

• Be educated to a high standard, including Maths and English at least to GCSE or equivalent.
• Significant experience working as an adviser or caseworker or an equivalent role working with students in higher education
• An understanding of the principles of a free and confidential advice service
• Experience of using a case management system
• Knowledge and understanding of managing data protection in an advice service
• Ability to present information clearly and concisely in writing or verbally
• Ability to manage working time effectively and prioritise workload appropriately
• Good information gathering and research skills
• Ability to work independently and as part of a team
• Attention to detail
• Excellent communication skills (both verbal and written)
• Excellent IT skills including experience with Microsoft Office and using social media platforms
• Proactive with a “can do” positive attitude to challenges
• Committed to the principles and practices of equality and diversity
• Ability to work in line with data protection and GDPR legislation

Desirable

• Good working understanding of a representative and democratic environment.
• Experience working in a higher education institution
• Knowledge of Aston University