Student Success Adviser, York Online Support Team

Role Description

Department

The York Online Support Team is a specialist team in the Student Education and Experience directorate and is dedicated to supporting the c.2800 students on the University’s York Online programmes. We are a friendly and supportive team who are committed to excellence and collaborative working. We work in a fast-moving environment delivering services to large numbers of students, from all over the world and a variety of backgrounds.

Role

As a Student Success Adviser (York Online), you will act as a trusted source of support and information to students on their learning journey through our 100% online programmes. You will be responsible for responding to a wide range of student enquiries on a daily basis, as well as proactively reaching out to students at risk of withdrawal or disengagement, and working with them to identify and remove barriers to success.

Working closely with the Student Success Coordinator and wider team, you will provide a welcoming, empathetic and professional service across an intensive operational cycle, ensuring the delivery of exceptional customer-focussed standards.

This is a busy role for a naturally curious person with the ability to connect with people and who wants to make an impact on student success. You will enjoy helping and advising others, finding information and solving problems. You will have the ability to understand complex policies and processes and explain them simply to others.

While this is not a specialist role, you will also be comfortable responding to students in distressing circumstances or with mental health issues where needed, providing information and signposting to other services.

Skills, Experience & Qualification needed

• Demonstrable experience of providing an excellent standard of customer service
• Ability to assist in reviewing procedures and processes, ensuring they are fit for purpose and offer a high standard of customer service, and to help implement any agreed changes
• Good organisational skills, with a demonstrable ability to work to deadlines and to manage competing priorities
• Ability to maintain accurate records and work with a high degree of attention to detail
• Demonstrable ability to work as part of a team
• Demonstrable ability to actively listen, engage, and support students towards success
• A positive, solution-focused approach and a proactive, can do attitude, demonstrating adaptability when supporting complex student needs
• Ability to remain calm, composed, and empathetic when supporting distressed, anxious, or challenging students
• An enthusiasm for providing excellent customer service ensuring a warm and professional tone across phone and digital communications
• Strong interpersonal skills, with the ability to build trust and rapport with a diverse student body.

Interview date: week commencing 12 October 2026

For informal enquiries: please contact Luiza Morrell on luiza.morrell@york.ac.uk

The University strives to be diverse and inclusive  – a place where we can ALL be ourselves.

We particularly encourage applications from people who identify as Black, Asian or from a Minority Ethnic background, who are underrepresented at the University. 

We offer family friendly, flexible working arrangements, with forums and inclusive facilities to support our staff. #EqualityatYork

As a Disability Confident employer, we will ensure that a fair and proportionate number of disabled applicants that meet the minimum (essential) criteria for each position will be offered an interview.  Read more about the University of York’s commitments under the Disability Confident scheme.