Student Information and Advice Manager

University of the Built Environment; England; Hybrid; GBP 32,000 - 39,000; Full time

Job summary

University of the Built Environment is seeking a Student Information and Advice Manager to lead a student-centred information service for undergraduates, postgraduates and apprentices. You will oversee a team of seven Student Advice Officers, ensuring timely, accurate guidance across phone, email and online platforms.

Based Horizons (Reading, Berkshire) with up to two days per week working from home, the role combines hands-on leadership with a data-informed approach to service development,

Qualifications

• Experience managing a large, busy customer-facing team.
• Ability to work with IT/development teams to improve online experiences.
• Calm, client-focused approach in a multi-workstream environment.

Responsibilities

• Lead and line-manage a team of seven Student Advice Officers across phones, email, and online platforms.
• Set and review performance targets and SLAs for individuals and the team.
• Identify friction points and drive cross-functional improvements with other university teams.

Skills

Team leadership

Customer service

Stakeholder management

Cross-functional collaboration

Job description

Student Information and Advice Manager

Full time (35 hrs/wk), permanent

Based Horizons (Reading, Berkshire) with up to two days per week working from home

Salary £35,000 pa plus benefits

We are seeking a Student Information and Advice Manager to lead the operational delivery of a professional, student-centred advice service, supporting undergraduate, postgraduate and degree apprenticeship students.

You will line-manage a team of seven Student Advice Officers, ensuring the delivery of high-quality information, advice and guidance that empowers students throughout their academic journey. You will combine hands‑on team management with a data‑informed approach to service development, driving continuous improvement and helping the service adapt to the evolving needs of our students and organisation.

This is an exciting opportunity for an experienced student services professional with strong leadership skills, a passion for continuous improvement and a commitment to delivering excellent support for students.

Your accountabilities and responsibilities include:

• Lead, motivate, and line-manage a team of seven Student Advice officers in their roles delivering student support across phones, email, and online platforms
• Set and review clear performance targets, and service level agreements (SLAs) for individual team members and the team as a whole
• Identify friction points in procedures and processes, particularly where they impact students, working cross-functionally across the University to resolve issues at source

Our main requirements:

• Proven experience of managing a large, busy, customer-facing team
• Experience working with developers or technology teams (as a non-technical partner) to improve clients' online experiences
• Capable of taking a calm, client-focused approach in a busy environment where there might be multiple workstreams and conflicting priorities

At University of the Built Environment we expect employees to demonstrate our values: Passion, Integrity, Excellence and Support. Student satisfaction and success are our main drivers, and our people consistently report high levels of employee engagement; your contribution will be valued should you join us.

We are a long-standing and leading provider of supported online education with a long-term ambition to be the world's most sustainable university. At The London School of Architecture, our students study onsite. Staff wellbeing and work-life balance are a priority for us, with flexible working arrangements and a generous holiday allowance amongst some of our key employee benefits.

Vacancy closes on Thursday 12 November 2026 at 17:00.

EQUALITY, DIVERSITY, AND INCLUSION

We champion equality, diversity, and inclusion in our workforce. We celebrate diversity and the strengths it brings to our staff body, our student community and our Board of Trustees, recognising that people are key to our success. Our aim is to attract, develop and retain a diverse workforce, therefore we welcome and encourage applications from all backgrounds.