Role & Department Overview

The Student Information Desk is vital to student experience at Lancaster University as a service provided jointly between Student Education Services (SES) and Information System Services (ISS). The desk provides advice and information to students and will also act as an enquiry triage service.
Start Date: Week commencing 20th September
Working Pattern/Duration: maximum of 15 hours per week during term time only and with regular shift patterns spread through the week Monday to Friday, fixed term in the first instance until end July 2022. Variable hours will be considered
Interview Date: 6th September
Location: This role will be in-person at Lancaster University.
Please Note: This role is contracted through HR and not ERS. 
For further information and to apply, please visit the advertisement on the HR website:

Job Description

  • Receiving and advising students, staff and visitors in a professional courteous and helpful manner.

  • Answering a wide range of student queries and providing information or advice.

  • Demonstrating to students how to find the information or service they are looking for on the University’s

    webpages, staff intranet or student portal.

  • Receiving and recording appointments via a computerised booking system.

  • Receiving and returning documentation, equipment and handling card payments when required.

  • Providing control of queues should they arise.

  • Pro-actively gathering, monitoring and maintaining information on student queries, activities, events and

    services to ensure a customer-focused response to all queries.

  • Being responsible for maintaining the professional appearance of the Student Information Desk.

  • Ensuring that information displayed is neatly presented, relevant, up-to-date and regularly replenished.

  • Dealing with face to face enquiries from both internal and external customers in a polite and efficient manner.

Person Specification

The successful candidate will have:
  • Excellent customer service skills
  • An ability to use your initiative and pre-empt popular student queries
  • Demonstrate good communication skills
  • Be able to interact with a wide range of people
  • Proven and demonstrable experience in the delivery of frontline services in a busy customer orientated environment
  • Be a confident user of IT systems and online services, including Microsoft Office applications
  • Flexibility to adapt to reactive issues and changing workloads
If you would like further information and an opportunity to discuss the role, please contact Amy Oliphant, Student Advisory Services Lead and ASK Coordinator on

We welcome applications from people in all diversity groups.

Help and advice on making applications can be found on the Lancaster University Careers pages. Visit