Team Leader - Student Hub Advisors

Arden University; Birmingham; On-site; GBP 30,000 - 37,000; Full time

Benefits offered by this job

30 days holiday + bank holidays

Aviva pension contributions

Private Medical Insurance

Perkbox benefits

Study Arden courses for free

Golden Ticket program

Job summary

Arden University invites applications for a Team Leader in the Student Hub Advisors to guide a frontline team at the Birmingham Campus. You will lead on customer care, allocate workload, and foster professional development while coaching advisors to resolve enquiries efficiently. Saturday shifts offer higher pay during teaching weeks.

The role emphasises student-focused service, people management, and performance reporting as part of delivering an outstanding student experience.

Qualifications

• Significant experience in leading, developing and motivating teams within a customer service environment.
• Proven ability to manage resources to ensure high levels of satisfaction and service delivery.
• Excellent organisational skills to thrive in a fast-paced environment.
• Focus on empowering your team and getting the best out of them.
• Excellent data analysis and reporting skills to demonstrate impact of the team.

Responsibilities

• Lead a team of Student Hub Advisors to deliver exceptional customer service to students.
• Allocate work and focus on professional development of the team.
• Train, coach and empower staff to resolve enquiries promptly and effectively.
• Handle escalated cases to ensure an exceptional student experience.

Skills

People management

Customer service

Organisational skills

Data analysis

Problem solving

Job description

Salary: £33,637.50 per annum

Employment type: Fixed Term Contract for 12 months

Hours per week: 37

Up to 2 evening shifts per week between Monday and Friday (11.30am to 8pm) and up to 5 Saturday shifts (9am to 2pm) during teaching weeks**

Reporting into: Campus Manager

Department: Student Experience

This role will be based full time from our Birmingham Campus.

About Arden University

We are an aspirational and multi-award-winning university, delivering rapid growth with ambitious plans to disrupt the HE sector through our passion for innovation and digital education. Our vision is to become the first-choice university for career-focused lifelong learners worldwide, ensuring that everyone, everywhere can access higher education.

There has never been a more exciting time to join Arden University, as we expand into new disciplines, forge worldwide partnerships, and expand our locations.

About our Department

The Student Experience team is dedicated to supporting and empowering students throughout their journey at Arden. They provide wellbeing support, academic guidance, career development, and engagement initiatives, ensuring every student feels connected and equipped for success. Our focus on innovation and continuous improvement helps create an inclusive and enriching learning environment.

About the Opportunity

As a Team Leader for the Student Hub Advisors, you will lead a team who are the primary point of contact for our student body, delivering exceptional customer service to our students. In this key role you will drive exceptional customer care, allocate work, and focus on the professional development of our Student Hub team. You’ll be responsible for training, coaching, and empowering Student Hub Advisors to resolve enquiries promptly and effectively, while handling escalated cases to ensure an exceptional student experience.

** Saturday Shifts are paid at a higher rate plus a weekday off in lieu. Working hours outside teaching weeks will be normal business hours Monday to Friday

About You

We’re looking for a motivated and experienced professional who can bring strong people management skills and a student-focused mindset to our team. You will have:

• Significant experience in leading, developing and motivating teams within a customer service environment.
• A proven ability to manage resources effectively to ensure high levels of satisfaction and service delivery.
• Excellent organisational skills with the ability to thrive in a fast-paced and dynamic environment.
• A focus on empowering your team and and getting the best out of them.
• Excellent data analysis and reporting skills to demonstrate the impact and value of your team’s work.
• A proactive, solutions-focused mindset with a commitment to continuous improvement.
• Experience within the Higher Education sector is desirable but not essential.

Why Arden:

At Arden, you will become a part of a passionate and dedicated team who are committed to removing unnecessary barriers to learning and making education more accessible. Our people work hard to ensure our students journeys are the best they can possibly be, as such we want to reward our people with fantastic benefits. Employees benefit from:

• 30 days holiday + bank holidays on-top, and even a Christmas closure!
• A generous Aviva pension plan, company contributions starting from 7%
• BUPA Cash Plan
• Private Medical Insurance
• Access to Perkbox benefits
• Study any Arden course for free, with a discount for all family and friends
• Plus, other excellent benefits
• Our ‘Golden Ticket’ which allows you to gift anyone in your life a free Arden education

Our Values:

Stand out, Progressive, Accessible, Resourceful, Kindness,reflect who we are as an institution, a team and as individuals. If they also reflect you and you are excited by the chance to be the driving, creative force within a growing business, we want to hear from you.

There has never been a more exciting time to join Arden University, as we expand into new disciplines and locations.

Closing Date: Monday 28th September

We reserve the right to close this vacancy before the specified closing date should we receive sufficient applications or in order to respond to business needs. In order to avoid missing an opportunity to apply please submit your application as early as possible.

If you are a current Arden student or have an upcoming course with us, you are not eligible to apply for Student Experience roles due to a conflict of interest related to system access.

Equity, Diversity & Inclusion:

Arden University is proud to be a Disability Confident Employer. This means that if you have a disability, as defined by the Disability Equality Act 2010, you may be guaranteed an interview if you meet the essential criteria for the role.

If you wish to be considered under this scheme, you can indicate via the application form below. By doing so, you are also consenting for this information to be shared with the hiring team. For more details on what qualifies as a disability under the Disability Equality Act 2010, please refer to the guidance here.

As an Equal Opportunity Employer we celebrate diversity and are committed to creating a diverse and inclusive workplace. Therefore, we make sure that our recruitment and selection processes never discriminate based upon people's age, disability, gender, race or ethnicity, religion or belief, sexual orientation, or other personal circumstances, and actively welcome applications from all groups.

Sponsorship statement:

Please be aware that we do not provide sponsorship for this role. However we welcome applications from candidates who do not currently have the right to work in the UK but may be eligible for a visa through an alternative route.