ASK Service Manager (Walsall and Telford)

The University Of Wolverhampton; Walsall; On-site; GBP 60,000 - 80,000; Full time

Job summary

A UK-based educational institution based in Walsall is looking for an ASK Service Manager to lead a student-driven service. The role involves fostering relationships, managing service standards, and using data to improve the student journey. The ideal candidate will demonstrate proven leadership and conflict resolution skills. This position requires on-site presence and offers competitive salaries and extensive health and wellbeing benefits, along with substantial training and development opportunities.

Benefits

Competitive salaries

Standard Life Pension scheme

Long Service Recognition

Free Will Writing Service

IT & Mobile Discounts

Wellbeing and Mental Health Support

Gym memberships discounts

Eyecare Support

Flu Vouchers

Paycare Health Benefit Plan

Generous Annual Leave

Flexible & Agile Working

Free On‑site Parking

Cycle Benefits Scheme

Employee Discounts

Travel Discounts

Staff Network and Inclusion

Library Access

Staff Scholarship Scheme

Leadership and Management Development

Qualifications

• Proven ability to motivate and lead staff.
• Demonstrable experience in managing compliance.
• Evidence of continuous improvement initiatives.
• Strong communication skills across organizational levels.

Responsibilities

• Collect and analyze service data and customer feedback.
• Act as a key contact for the efficient exchange of information.
• Manage large-scale events and resource allocation.
• Ensure performance against quality targets.

Skills

Motivating staff

Conflict resolution

Customer care

Data-driven decision making

Job description

We are looking for an ASK Service Manager (Walsall & Telford).

ASK@WLV is a student-driven service that acts as the first point of contact for all student enquiries and offers information, advice, and guidance for all student enquiries. Students can access the service online, over the telephone, and in person.

As an experienced leader, you will be proficient in fostering positive relationships, motivating others, conflict resolution, implementing strategy, and embedding a culture of inclusivity and customer care.

Working collaboratively with the ASK Service Manager (City) you will adhere to service standards and ensure consistency and effective utilisation of resources whilst continuing to develop the service and staff by providing clear direction.

You will need to identify and resolve obstacles in the student journey and improve the staff experience through data‑driven decisions, persuasion, and negotiation. As an advocate for the service, you will need to foster positive relationships and undertake regular liaison with colleagues across the university to facilitate the efficient and effective exchange of information; understand the nuances of your campuses; influence process owners to resolve significant or long‑term problems; stay abreast of regulation changes and raise the profile of ASK.

ASK Service Manager Role and Responsibilities:

• Collection of service data and customer feedback through various feedback mechanisms to analyse, identify and present trends and anomalies which form the basis of operational decisions.
• Facilitate the efficient and effective exchange of information and act as a key contact.
• Management of large‑scale events and effective resource allocation while ensuring friendly and professional service delivery.
• Maintaining and producing up-to-date written procedures and guidance and embedding learning across the team including delivery a range of team training.
• Understanding of the student life cycle, ensuring excellent customer service and consistency across multiple service points, and maintaining performance against quality targets and standards.

ASK Service Manager Requirements:

• Confidence and proven ability to motivate, lead and develop staff. Providing clear direction and setting expectations.
• Demonstrable experience of managing and ensuring legislative and process compliance.
• Evidence of working towards continuous improvement in practices and procedures.
• Proven ability to communicate and create good working relationships across all levels of an organisation.

Due to the nature of this role being a support function for the benefit of our students, all ASK@WLV staff are expected to be on site to facilitate their roles, therefore this position does not allow for hybrid working. We are there to retain full flexibility in responding to changes in student needs and the student journey.

We would request that before applying for this role, you fully explore the Job Description and Person Specification to ensure that this is the correct role for your experience.

For further information about the role

If you require any further information regarding the role, please contact Francesca Coxon via email at [e-mail].

Staff Benefits

• your Benefits:
  • Competitive salaries
  • Standard Life Pension scheme – with employer contribution of up to 12% to the University’s defined contribution scheme.
  • Long Service Recognition – £200 gift voucher, certificate, and afternoon tea with Vice Chancellor for 25 & 40 years of service.
  • Free Will Writing Service – Complimentary will drafting for employees and their partners.
  • IT & Mobile Discounts – EE Perk (20% off for family & friends) & software discounts.
• Supporting Your Health & Wellbeing:
  • Wellbeing and Mental Health Support – 24/7 access to EAP service, free counselling sessions, wellbeing support resources and Occupational Health Service.
  • Gym memberships discounts – at our Walsall Campus and discounts at WV Active sites in Wolverhampton.
  • Eyecare Support – Free eVoucher for eye tests and glasses contribution.
  • Flu Vouchers – Free flu vaccinations for staff.
  • Paycare Health Benefit Plan – Covers optical, dental, physiotherapy, and personal accident insurance.
  • Chaplaincy & Prayer Rooms – Access to multi‑faith chaplaincy services.
• Valuing You:
  • Generous Annual Leave (see table below)
  • Flexible & Agile Working – Flexible and Hybrid working arrangements.
  • Free On‑site Parking – available across campuses
  • Cycle Benefits Scheme – Save up to 42% on a bike & accessories via salary sacrifice.
  • Employee Discounts – Savings on groceries, fashion, and entertainment.
  • Travel Discounts – Up to 10% off holidays through Sodexo Circles.
• Training and Development:
  • Staff Network and Inclusion – Access to support networks and events with our LGBTQ+, Global Majority, Disability, and Women’s networks.
  • Library Access – Staff have access to books and resources at our onsite libraries.
  • Staff Scholarship Scheme – Funding for part‑time higher education, up to PhD level.
  • Leadership and Management Development – Access to training opportunities to support you with advancing in your career.