Student Information Service
The Student Information Service is a first point of contact for students with any questions relating to studying at the University of Leeds.
There are three main strands to the service that colleagues can direct students to:
- A helpline staffed from 9am to 5pm, Monday to Friday. Students can call from inside the UK on 0800 915 0402 or from outside the UK on +44 (0)113 343 7000
- An email address – email@example.com. We aim to respond to all enquiries within a 24 hour period.
- Four physical information points open 9am to 5pm, Monday to Friday across campus at Parkinson, Worsley; Maurice Keyworth; and Beech Grove House buildings.
Student ambassadors work alongside the on-campus teams to offer students information and support on campus, to answer their questions, find out what they need to know or connect them to the right teams and services.
Beech Grove House Student Information Point on Leeds campus
Student Information Service opening times and contact information are available for students to view on the For Students website. We would appreciate colleagues directing students to SIS via their channels of communication using this information. The helpline often remains open on University closed days (excluding bank holidays). This information is regularly updated on the holidayinfo page of the For Students website.
The Student Information Service team
The Student Information Service team is made up of five permanent SIS advisors, three supervisors, a project officer, three managers and a Business Lead. We also have 15 advisors from the SES who work across our Student Information Points and the helpline and we also have advisors who are current students. We welcome further SES involvement, particularly in busy periods such as September. If you are interested in getting involved, please contact firstname.lastname@example.org.
New enquiry management platform
In 2022, SIS will be moving to a new enquiry management tool, which is part of Dynamics 365, Microsoft’s suite of planning and customer relationship management applications. This will enable better tracking of enquiries, improve analysis of activity and develop a database of information.
In turn this will allow staff to respond more effectively and consistently. Students will benefit from faster and more accurate responses.
How we support other teams
The SIS deals with a range of enquiries from admissions to graduation, as well as registration queries and official transcript request enquiries. We have been working with various teams across the University to support workload in relation to student facing email inboxes. This includes providing training for team members to triage general enquriy emails for forwarding directly to the SIS email inbox for a response.
If you would like to know more about this or think it is something your team could benefit from, then don’t hesitate to email Jess Christie email@example.com.
The Knowledge Base
In order to provide consistent, informed responses about a range of queries from our students, the SIS has created a Knowledge Base with over 600 entries collated from teams from across the University. To check, edit or contribute to information related to the service provision of your team, please contact firstname.lastname@example.org.
If you have any questions about the Student Information Service, please contact email@example.com.