Job Description

Do you have a passion for customer service? Are you able to lead and inspire a team dedicated to resolving student enquiries?





We are looking to recruit a Student Hub Operations Assistant Manager (12-month maternity cover) with a natural ability for customer service to lead a team that is both a face-to-face and virtual support service. The service meets the needs of the whole university for student-related information and enquiry management.

How to apply:

Please ensure that you include a CV and a detailed covering letter with your application.

Shortlisting is carried out based on your covering letter and you should be clear about how you meet each of the Person Specification criteria, and give evidence of your experience.

Please number your points in line with the corresponding Person Specification requirement.

About the Student Hub:

The Student Hub is at the heart of our University and our purpose is to provide a sector leading service to students and University colleagues with continuous innovation at the heart of it. The team work closely with a very wide variety of stakeholders across the University to understand the ever-changing landscape in order to develop and enhance our offering. The work we do has a direct impact on the experience of our students and colleagues, and we are committed to providing a consistently excellent and efficient service, supporting the changing needs of our modern University.



The Student Hub acts as the first point of contact for students in the University and resolves as many queries as possible through the first point of contact. If this is not possible, the Hub accurately refers queries to specialist teams.



The Hub is responsible for delivering and maintaining digital information services and solutions for students, working with the University to understand changes to processes and procedures so we can deliver customer excellence at all times.

About the Role

:



The primary focus of the role is to lead and develop a customer service-oriented team. Ensuring students and other stakeholders are always greeted and dealt with to a high-level of customer experience throughout their interactions with us.



The role includes providing a range of in-person and virtual services to deliver the best possible experience for students and optimise student retention and progression, whilst ensuring that Student Hub Services make optimum use of technology to increase the range of 'self-service' options.



The postholder will need to coordinate timely and accurate information and organise query and incident response in relation to all aspects of the University. The mission of the team is the resolution of enquiries, maintain a high level of customer service and looking at the service through a digital lens.



The postholder will be expected to participate and keep up to date with a wide range of developments and discussions (structurally and operationally) and translate these into knowledge for advisors or service users. They will need excellent analytical, policy, and process development skills, along with the drive to resolve issues in a way that satisfies users while also acting as a critical friend, identifying opportunities to enhance the service offering. There is also the expectation of creation and articulation of management information/briefings in relation to the service area.



The postholder will regularly present data and area developments to the wider service and will link seamlessly with other stakeholders and services across the university. The expectation of this role is to coach and develop the staff to a high level.



The postholder will work closely with colleagues in Academic and Professional Service departments to ensure knowledge, processes and policies are kept up to date. Acting as an expert on Student Hub Services, and the operations therein, to all levels of staff across the University.



This is an on-campus role based in our Student Hub, and the successful candidate will be required to work on campus five days a week.

Ideal Candidate

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A born leader with a passion to imbed pro-active customer service excellence into every interaction the service has with a customer, whilst having experience in providing a comprehensive digital offering.



You will be a proven line manager who is able to develop and enthuse staff, whilst also working cross departmentally ensuring the university buys into the vision and mission of the service.



You will ideally have in depth experience of service management methodology and delivery and stakeholder engagement.



The role requires an excellent problem solver, who is also able to communicate with all levels of the university to ensure change is implemented, where possible to avoid complex issues reoccurring in the future.



The candidate will need to have experience of adjusting services and processes in response to internal and external developments and/or changes in stakeholder requirements, experience of leading multi-disciplinary teams operating with a diverse range of priorities, pressures, objectives and coordination across reporting lines to accomplish objectives and consistently delivering outcomes on agreed timescales.

To make an initial informal enquiry, please contact Miriam Nottingham

M.Nottingham@mmu.ac.uk

Head of Student Hub Services and Assessment Service Desk.

Manchester Metropolitan University fosters an inclusive culture of belonging that promotes equity and celebrates diversity. We value a diverse workforce for the innovation and diversity of thought it brings and welcome applications from all local and international communities, including Black, Asian, and Minority Ethnic backgrounds, disabled people, and LGBTQ+ individuals.



We support a range of flexible working arrangements, including hybrid and tailored schedules, which can be discussed with your line manager. If you require reasonable adjustments during the recruitment process or in your role, please let us know so we can provide appropriate support.



Our commitment to inclusivity includes mentoring programmes, accessibility resources, and professional development opportunities to empower and support underrepresented groups.



Manchester Met is a Disability Confident Leader and, under this scheme, aims to offer an interview to disabled people who apply for the role and meet the essential criteria as listed in the attached for that vacancy.