Student Success & 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

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,