Student Solutions Centre Lead

Aston; Birmingham; In loco; GBP 36.000 - 48.000; Tempo pieno

Descrizione del lavoro

Aston University in Birmingham seeks a Student Solutions Centre Manager to lead a warm, responsive front-line service across in-person, email, phone and online channels. You will plan staffing, implement procedures and drive continuous improvement for student enquiries and support.

You will manage SSC staff, ensure consistent service delivery, and collaborate with colleagues to maintain standards and ensure effective referrals, with a strong focus on data-driven improvement and Customer Service

Competenze

• Significant staff management or supervisory experience in a fast-paced, customer-facing environment.
• Strong written and administrative skills; data literacy and ability to run reports on service standards.

Mansioni

• Lead welcoming, accessible and consistent front-line advice and triage.
• Manage Student Centre Assistants and set expectations for delivery.
• Plan workloads, rotas and space to maintain service during peak times.
• Coordinate referrals and handovers with partner teams.
• Improve procedures using feedback and enquiry trends.
• Lead attainment and maintenance of the Customer Service Excellence Award.
• Use ticketing and case management systems to maintain records and translate data into improvements.
• Maintain records with confidentiality and clear escalation arrangements.
• Provide operational health and safety support for the SSC.

Conoscenze

Staff management

Customer service

Data literacy

Ticketing systems

Communication

Formazione

Graduate degree or equivalent experience

Strumenti

TopDesk

Descrizione del lavoro

Aston University in Birmingham seeks a Student Solutions Centre Manager to lead a warm, responsive front-line service across in-person, email, phone and online channels. You will plan staffing, implement procedures and drive continuous improvement for student enquiries and support.

You will manage SSC staff, ensure consistent service delivery, and collaborate with colleagues to maintain standards and ensure effective referrals, with a strong focus on data-driven improvement and Customer Service