At a Glance
- Tasks: Lead a welcoming Student Centre, managing enquiries and supporting students throughout their studies.
- Company: Aston University, dedicated to enhancing student life and support.
- Benefits: Competitive salary, professional development, and a vibrant campus environment.
- Other info: Join a dynamic team with opportunities for growth and impact.
- Why this job: Make a real difference in students' lives while developing your leadership skills.
- Qualifications: Experience in customer service and team management is essential.
The predicted salary is between 39560 - 46970 £ per year.
We are seeking a Student Solutions Centre (SSC) Manager to lead a welcoming, responsive and consistent first point of contact for students at Aston University. Part of Student Life, the SSC helps students resolve enquiries and access the right information, advice and specialist support throughout their studies.
Reporting to the Head of Advice Services, you will manage the Student Centre Assistants and the Centre's day-to-day operations across in-person, email, telephone and online channels. You will plan staffing and service cover, develop clear procedures, coordinate administrative support for Student Life teams and use service information and student feedback to improve the experience we provide. You will work closely with specialist colleagues, ensuring timely referrals and clear handovers while respecting their responsibilities and reporting lines.
Essential requirements
Key Responsibilities and Priorities:
- Lead welcoming, accessible and consistent front-line advice, enquiry handling and triage.
- Manage and develop Student Centre Assistants, setting clear expectations and supporting effective delivery.
- Plan workloads, rotas and available space to maintain service continuity during absence and peak demand.
- Agree practical referral, handover and administrative support arrangements with partner teams.
- Improve procedures, student-facing information and service delivery using feedback and enquiry trends.
- Lead attainment and maintenance of the Customer Service Excellence Award, coordinating evidence, improvement actions and ongoing review with the Head of Advice Services and relevant partners.
- Use ticketing and case management systems to maintain reliable service records, run reports on service standards, utilisation and demand, interpret trends and evidence, and translate findings into service provision and measurable improvements.
- Maintain accurate records and reporting, appropriate confidentiality and clear escalation arrangements.
- Provide operational health and safety support for the SSC, working with relevant University colleagues.
Student Centre Manager in Birmingham employer: Aston University
Aston University is an exceptional employer, renowned for its vibrant and inclusive work culture that fosters collaboration and innovation. Located in the heart of Birmingham, employees benefit from excellent transport links, generous annual leave, and a commitment to professional development, making it an ideal place for those looking to grow in academia. With a strong focus on equality and diversity, Aston University encourages all staff to express their unique perspectives while contributing to impactful research and teaching in a supportive environment.
