Lead, Student Services Operations (Hybrid)

Holtec International; Greater London; Hybrid; GBP 49,000 - 55,000; Full time

Benefits offered by this job

Hybrid working

Job summary

Guildhall School of Music & Drama is seeking a Deputy Head of Student Affairs (Operations) to lead the end-to-end operational delivery of student-facing services within a hybrid working environment in London. The role reports to the Head of Student Services and drives improvements across enquiries, triage, referrals and case coordination, using data and KPIs to raise service standards.

With substantial experience in higher education student services and line management, you will coordinate

Qualifications

• Experience leading operations in higher education student services or comparable environment.
• Experience in line management and service improvement.
• Ability to coordinate complex activity and manage competing priorities.
• Strong safeguarding, data protection and confidentiality awareness.
• Ability to produce accurate reports and KPIs.

Responsibilities

• Design and coordinate end-to-end operational delivery of student-facing services.
• Lead front-line enquiries, triage, referrals and case coordination.
• Improve workflows, manage records, and use performance data.
• Collaborate across departments and with external partners.
• Plan for peak periods and ensure business continuity.

Skills

Leadership

Line management

Service improvement

Data analysis

KPI reporting

Risk management

Education

First or higher degree

Tools

Case management systems

Data reporting tools

Workflow automation tools

Job description

Guildhall School of Music & Drama is seeking a Deputy Head of Student Affairs (Operations) to lead the end-to-end operational delivery of student-facing services within a hybrid working environment in London. The role reports to the Head of Student Services and drives improvements across enquiries, triage, referrals and case coordination, using data and KPIs to raise service standards.

With substantial experience in higher education student services and line management, you will coordinate