11 Sep 2019

Student Hub Advisor

Job title: Student Hub Advisor
Location: ACM London
Closing date: Sunday 03 November, 2019
Salary: £25,000


ACM is a specialist music education provider with approximately 2,200 students on a range of FE and HE programmes in Music Performance, Creative Artist, Production, Technical Services and Business. Our creative and dynamic environment blends academic excellence and professionalism alongside leading-edge industry thinking and business innovation.


  • To provide an effective and customer-focused frontline support service to students via the Student Hub.
  • To deliver efficient and professional information, advice and support to meet the needs of students on a range of personal, pastoral, financial and academic issues.
  • To provide a seamless referral service to specialist services (Registry, Finance and Academic Support functions).
  • To coordinate preventative health and wellbeing initiatives across all sites in order to educate students of personal wellbeing


  • Provide a frontline support service, in identifying and resolving student issues, and where specialist service interventions have been identified, to ensure that the necessary referrals are made efficiently and professionally to the Counselling Team, Wellbeing coaches and Mentors, other ACM departments and/or external organisations, where applicable.
  • To use triage skills to identify important or urgent issues and ensure that they are escalated appropriately to the relevant support services.
  • Provide information, advice and support to students on a range of personal, pastoral, financial and academic issues through structured sessions and informal drop ins.
  • Efficiently assess the student’s need, to enable appropriate onward referrals and make recommendations for ongoing support.
  • Maintain appropriate records and management information statistics in relation to the frontline service, and facilitate information sharing to ensure effective service delivery in a shared environment.
  • Prepare and disseminate a range of information and guidance materials, workshops and events for students and staff, for delivery via a variety of media, including: face-to-face, telephone, paper and online.
  • Develop appropriate and effective ways of communicating with students and staff.
  • Maintain a working knowledge and understanding of policies, issues and legislation relating to personal, pastoral and academic issues.
  • Develop a close operational partnership with the wider Student Services Team in order to actively participate in key events and activities, such as induction/orientation programmes and wellbeing events.
  • Collect and review feedback from students and staff by appropriate means, as part of the continuous plan to enhance the Student Experience.
  • To work as part of the hub team that provides information on student funding, accommodation, health and wellbeing, student life, basic academic queries, attendance monitoring.
  • To assist the DSL in matters of safeguarding.

Key Liaisons

Education Guidance, Counselling Team, Education Management and support, Student Finance, wellbeing coaches, Academic staff.

Person Specification

Essential Skills

  • Educated to A Level standard
  • To have GCSE Maths and English passes
  • Experience working with young adults and students.
  • A Working background of delivering support to a wide range of learner needs.
  • Experience of delivering high quality customer services, with the demonstration of a strong understanding of how to respond to different stakeholders’ needs.
  • Experience of developing good working relationships (e.g. partnerships) with colleagues from different parts of a company, showing understanding of the interdependencies that affect the work of other staff/teams in an organisation.
  • Ability to prioritise workloads in the face of conflicting demands, using own judgment to ensure the work is completed to time and deadline.
  • Evidence of ability to provide a high level of all of the following: professional judgment, confidentiality, diplomacy, cultural awareness and sensitivity, when liaising with staff, students and other key stakeholders.
  • The postholder must have an appreciation and general understanding of the Data Protection Act, Safeguarding legislation, the Equality Act and Codes of Ethics for confidentiality.
  • The Ability to work within a team.
  • The ability to work in a flexible and demanding busy environment.

Desirable Skills

  • Hold a degree or higher
  • Knowledge of Further and Higher Education legislation.
  • Trained in the safeguarding of children and young adults.
  • Evidence of ability to use diagnostic skills in triaging to be able to quickly and efficiently identify the needs of the enquirer.
  • Candidates should be self-starters, have energy and enthusiasm for education and an educational environment and be able to work with a wide range of people, often under pressure.

This job purpose reflects the core activities of the post. As the Department develops, there will inevitably be some changes to the duties for which the post is responsible, and possibly to the emphasis of the post itself. ACM expects that the post-holder will recognise this and will adopt a flexible approach to work. This could include undertaking relevant training where necessary. Should significant changes to the job purpose become necessary, the post-holder will be consulted and the changes reflected

Annual Leave

Due to the nature of this role, there will be certain times in the year that annual leave will not be granted due to business need. Dates will be communicated by the Centre Manager.

To apply for this role please download the application form below and send to recruit@acm.ac.uk

Download Application Form