Student Service Delivery Manager

TN United Kingdom; Kingston upon Hull; On-site; GBP 30,000 - 50,000; Full time

Job description

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Student Service Delivery Manager, Kingston upon Hull

Client:

University of Hull

Location:

Kingston upon Hull, United Kingdom

Job Category:

Other

EU work permit required:

Yes

Job Reference:

a43b52be2e97

Job Views:

10

Posted:

26.04.2025

Expiry Date:

10.06.2025

Job Description:

The University of Hull has adopted a new professional service delivery model following extensive consultation with stakeholders from across the University. The majority of professional services are centralised with a hub and spoke model, ensuring that University-level central teams operate efficiently to enable capacity for growth, share knowledge and best practices, and drive continuous improvement. A single professional service culture underpins close partnering and seamless service provision across professional staff in central and Faculty teams.

The Student Service Delivery (SSD) team provides enquiry management and information services for prospective and current students through the University’s student portal, CRM, unified telephony, and a new service centre. It is the engine room and nerve centre for student services more broadly, supporting and driving a student-centred model of service delivery across services. The SSD team collates, interrogates, and shares data from enquiry channels to drive future service improvements. It sets and monitors service standards and partners with other student service providers to ensure they operate consistently and collaboratively to deliver integrated end-to-end services.

Student Service Delivery is located in the University’s Academic Services portfolio, which provides services and support to students from the point of first enquiry to graduation, as well as teaching administration support to Faculties and Schools. The Academic Services team aims to ensure that students can articulate and achieve their goals, make the most of their time at the University, and access the support they need when they need it.

The Student Service Delivery Manager will be responsible for delivering excellent customer service, overseeing and ensuring high-quality support for prospective and current students, and managing enquiry management services that effectively meet the needs of various student cohorts. This includes providing information, resolving enquiries, monitoring engagement, supporting student-facing events and enrolment processes, and acting as a referral point to specialist advisory services.