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Help & Support Advisor

Library & Learning Services

Location:  Ormskirk
Salary:  £21,197 to £22,662 per annum (pro rata for part time role)
1 x Full Time (36.25 hours) 1 x Part Time (21.75 hours) Permanent
Post Type:  Full Time
Closing Date:  Monday 22 August 2022
Reference:  EHA0484-0822
Number of Positions:  2

Make a difference, every day, to the lives of our students.

About the Role

This is an exciting opportunity for a Help and Support Advisor to be part of a strong team supporting students, academics and researchers, where welcoming, knowledgeable, professional staff are on hand to support student life, research, learning and career development. You will be expected to have a track record of providing excellent customer service, resolving enquiries as a first point of contact, taking ownership of issues while liaising with other departments to provide a clear way forward for students and staff with in-depth enquiries or referring relevant enquiries on for specialist assistance.

You will be involved with supporting our customers across a myriad of enquiry types from traditional library support and IT assistance, to aiding customers to find answers/assistance with wellbeing and money advice amongst other areas of support need. You will be required to be involved in projects, statistical gathering and evidencing, to support divisional objectives and team improvements. You will also play an active role in supporting the learning environment by reporting maintenance issues and ensuring that the acceptable use policy is adhered to.

Shift Pattern:

Contracted Hours
Mon Shift
Tues Shift
Wed Shift
Thurs Shift
Fri Shift
Sat Shift
Sun Shift
Full Time Role
36.25 hours07:45 - 16:0008:45 - 17:00
11:45 - 20:00
11:45 - 20:00
07:45 - 16:00

Part Time Role
21.75 hours08:45-17:00


About You

As a Help and Support Advisor, you be flexible and adaptable in approach, with excellent customer service skills, you will use your initiative to resolve problems and maintain an active contribution to the team effort as part of ongoing team development. Experience of providing high end customer and solution-focused support is essential as is a good level of IT competency, with a particular focus on support for PC and mobile technologies. 

Your approachable and friendly manner, coupled with outstanding listening skills and an ability to unpick, resolve or triage enquiries effectively to our (Wellbeing, Money Advice, Accommodation, Careers, SpLD & Inclusion services will ensure that you quickly establish yourself as a key member of our high performing team.


You will benefit from 22 days annual leave plus 13 bank holiday inclusive of University closure days per annum (pro rata for part time role). We aim to provide our staff with a positive work life balance and have a range of schemes in place to support this. Your continued professional development is as important to us as it is to you and we demonstrate this through our investment in your CPD activity. 

You will be automatically enrolled into the Local Government Pension Scheme and have access to our staff benefits platform, which provides you with discounts across the high street to help you save money on your everyday spending such as supermarket shopping, cinema tickets, dining out and more. We also offer discounted membership to our state-of-the-art sport and leisure facilities.

About Us

Edge Hill University is “A great success story… an institution that improves and impresses year after year” – Times Higher Education. 

You’ll be working for a multi award-winning institution that has been named Modern University of the Year in the Times and Sunday Times Good University Guide 2022 and shortlisted for the overall UK University of the Year award. Edge Hill has also recently been awarded University of the Year in the Educate North Awards (2021) in recognition of our continued commitment to deliver an exceptional student experience and the exceptional progress we have made to deliver investment and innovation over the past 12 months, while placing students at the heart of everything we do.

The University has judged Best UK Employer (European Business Awards 2016) and highly commended in Times Higher Education Leadership and Management Awards 2017 for Workplace of the Year.

The Times Higher ‘University of the Year’ award celebrated our distinct role in “transforming lives” – reflecting a distinctive philosophy of creating opportunity from excellence.

Based on an award-winning campus in West Lancashire, Edge Hill University offers a stimulating and empowering environment for ambitious and high performing professionals.

 For informal enquiries about this vacancy, you may wish to contact: Andy Billington, Help & Support Manager at 

At Edge Hill University we value the benefits a rich and diverse workforce brings to our community and therefore welcome applications from all sections of society.

Further details:    Job Description & Person Specification    
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