Advice Service Manager
Salary: £37,174 - £41,671 per annum
Contract: Full-time and Permanent
Location: Coventry
Coventry University Students’ Union is a charity dedicated to improving the experience of students at the Coventry University Group, operating across 7 campuses in Coventry, London, and Scarborough.
As the Advice Service Manager, you will be responsible for the operational delivery of a busy Advice Service supporting students across all campuses at Coventry University Group (including Coventry, London, and Scarborough). The Advice Service provides free, confidential, and independent advice and guidance on academic, finance, and housing issues. Your role will focus on ensuring our clients receive the highest quality advice and support from the Advice Service. In addition, you will be responsible for quality assurance, motivating, and supporting Advice Caseworkers, and responding to client/case escalations and crises.
Our ideal candidate will ideally have previous experience in a similar role, having experience of delivering casework support to clients. You will need to be highly organised, with the ability to work independently with minimal supervision and develop strong relationships with clients, direct reports and various stakeholders. You should have great attention to detail and a passion for ensuring the delivery of a high-quality service to clients. You must have a high standard of written communication and the ability to learn new systems and processes. It is important that you have previous experience of supervising/managing staff that were in client-facing roles providing information, advice or guidance.
Coventry University Students’ Union’s values are to be helpful, inclusive and ethical and these are reflected in our progressive and people focused rewards and benefits. We offer generous annual leave, an agile working scheme and place a high level of importance on staff support, development, inclusivity, and wellbeing.
Key duties will include:
- To line manage the Advice Caseworkers, providing direction, motivation and support to ensure the effective delivery of their roles as well as advice and support on complex casework.
- To be the main point of contact for day-to-day operational issues and client escalation issues within the Advice Service.
- To review and audit casework carried out by the Advice Caseworkers to ensure the delivery of high-quality advice and compliance with service policies, procedures and benchmarking standards.
- To develop and maintain a system to support the welfare of Advice Caseworkers utilising internal and external support mechanisms.
- To work with the Head of Advice and Wellbeing to develop new and innovative ways of increasing service capacity and quality, e.g. through the use of technology, training, student staff.
- To act as a Deputy Safeguarding Lead.
Working Hours and Location:
This post is permanent working full-time 37.5 hours per week; a flexible approach to working hours is required. As an organisation we have an agile working programme which allows for some opportunity for working from home. For this role the successful candidate will be required to work on campus in our Coventry office a minimum of 3 days a week, with additional flexibility to meet business need. The successful candidate will also need to travel to our campuses in London and Scarborough once a month alternating, with travel expenses covered by the organisation.
Salary Details:
The salary is £37,174 - £41,671 per annum. It is usual to start at the bottom of the grade and will increase incrementally on an annual basis, however, for a candidate with highly relevant previous experience an offer may be made within the grade range.
How to apply:
You will be asked to complete an application form listing your previous work experience and qualifications as well as some questions for you to demonstrate how you meet our shortlisting criteria.
We encourage you to read the job description and person specification (accessible in the top-right of this page), which contains the shortlisting criteria for this role. The applications that most closely match our shortlisting criteria will be invited for interview.
When you are ready to apply, please click "Apply for Role" at the bottom of this page.
Applications Close: Monday 10 November 2025 at 9:00am
Interview Date: Interviews are expected to take place on Friday 21 November 2025, however shortlisted candidates will receive further information closer to the time.
If you have any questions or would like an informal conversation before applying, please contact hr.su@coventry.ac.uk.
Focus on Diversity and Inclusion
We are an equal opportunities employer and actively committed to promoting equality and diversity, and expect all staff, students, and volunteers to share this commitment.
We are especially keen to encourage expressions of interest from people currently under-represented within the organisation, these include but are not limited to those from the LGBTQ+ community, people with disabilities, and those from a Global Majority background.
We are a disability confident employer and candidates with a disability will be guaranteed an interview, providing they meet in full all of the essential requirements of the post.
If you require any reasonable adjustments to the application or interview process please contact hr.su@coventry.ac.uk.
Staff Benefits:
Our benefits offered to staff include:
- Occupational Pension Scheme, employer contributions matched up to 6%
- Generous annual leave, this role attracts 35 days holiday plus bank holidays (2 additional days after 2 years’ service) per annum
- Free 24/7 access to our Employee Assistance Programme offering confidential advice and support
- Mental Health First Aiders, colleagues who have received training to support others
- Life Insurance 3 x salary
- Discounted Gym membership (in Coventry)
- Eye care and Flu vouchers
- Staff reward and recognition schemes
- Agile working scheme
- Volunteer days, up to 2 paid per year
Find out more about Your Students' Union here: https://yoursu.org/