Be part of a transformation of the student experience at the University of Plymouth. The past 18 months have seen the University redesign our student support and administration services, through creating a new 'Academic Registry' department. As part of establishing this new directorate, we are excited to be reshaping student support services, including providing a 'first stop shop' for all student enquiries in our new Student Hub.
The Student Hub Team Manager is responsible for setting up and leading the front-of-house for the Student Services department, within the University's new, 'Student Hub', which opens in the Library in 2020. Through this service, we are streamlining access to student support, delivering a service that allows students to receive advice on a range of enquiries in one place, which is incredibly easy to find, both online and on campus, and to receive this advice when they need it.
The role involves planning for the opening of the Student Hub in 2020, whilst overseeing the transition phase which we are in currently. This includes line management of Student Hub Assistant Advisors, who are a multi-competency team and provide 1-1 advice to students on a range of enquiries. In addition, the Hub will operate from multiple buildings, so the Student Hub Team Manager would need to ensure the service runs efficiently and effectively, including deciding opening hours that meet student demand, designing a rota, organising training, managing a budget and resolving any problems as they arise.
The role involves close working with other managers and departments, in particular the Student Advice Manager, to ensure specialist advisors (disability advisors, student funding advisors, and international student advisors) have a presence in the Student Hub to ultimately ensure students receive an excellent, flexible service and their enquiry is resolved the first time they visit us, be that through online information, drop-in sessions, appointments, or through seeing one of the Hub staff.
The right candidate for the role may not have worked in higher education before, but will bring innovation and creativity with excellent leadership skills. You'll be managing the front-of-house of Student Services and delivering an excellent student experience through a motivated and supported team. We're looking for candidates who have experience of managing high-volume, busy customer service environments, who are extremely organised and able to think dynamically to solve problems quickly.
Core to our service is promoting wellbeing and good mental health. So, in addition to being able to effectively lead and manage a service, you will be passionate about wellbeing and able to weave this in to the service delivery, ensuring our services meet the needs of students and supports them at key points of the academic year (such as induction) or when they need it most (for instance, when problems arise).
You'll be an excellent team player, working sometimes with staff outside of your own area of responsibility or expertise. You'll be comfortable working under pressure, and following training, will take part in our on-call Duty Manager service, where the management team provide advice and guidance on incidents that occur out-of-hours.
Please demonstrate how you meet the essential criteria outlined in the knowledge, qualifications, training and experience elements of the job description in your supporting statement.
This is a full-time position working 37 hours per week on a permanent basis.
For an informal discussion to find out more about the role then please contact Alice Ludgate by email alice.ludgate@plymouth.ac.uk or by telephone on 07834 772825.
Interviews are likely to take place on 23rd or 24th July and you will be notified if you have been shortlisted or not. Shortlisting is taking place on 15th July 2019.
We offer a competitive salary package and a generous pension and holiday scheme. We also offer a range of other benefits, including ongoing development opportunities.
The University of Plymouth is committed to equality of opportunity, promoting a diverse and inclusive culture, demonstrated through our commitment to the gender equality Athena SWAN Charter and as a Stonewall diversity champion. All applications will be judged solely on merit, however, we particularly welcome applications from groups currently under-represented in the workforce, for example black and minority ethnic groups.
University of Plymouth holds a TEF (Teaching Excellence and Student Outcomes Framework) Silver by the Office for Students.
Job Description