At a Glance
- Tasks: Lead the Help Hub to enhance student support and streamline access to information.
- Company: Bath Spa University, committed to improving student experiences.
- Benefits: Generous salary, pension scheme, enhanced leave, and flexible working options.
- Other info: Hybrid role with excellent career growth opportunities across multiple campuses.
- Why this job: Make a real difference in students' lives by improving their university experience.
- Qualifications: Experience in managing student services and leading teams effectively.
The predicted salary is between 44352 - 44352 £ per year.
We are currently seeking a Student Experience Manager (Help Hub) who will lead the development and operational delivery of Bath Spa University’s Help Hub, making it easier for students to find information, advice and support. You will manage team leaders, improve services across channels and use performance data and student feedback to create a consistent, accessible experience.
The Help Hub is Bath Spa University’s new, University-wide approach to frontline student services, providing a single, accessible and welcoming first point of contact for students seeking information, advice or support. Designed around a student-centred, ‘one-stop-shop’ model, it aims to simplify how students navigate the University, remove barriers to accessing support and ensure enquiries are resolved quickly and effectively.
About the Role
You will oversee and continually improve Help Hub service delivery across the University’s Bath campuses and channels. You will lead and develop Help Hub Team Leaders, ensuring high standards of service, effective staffing and a consistent, joined-up approach to student support. Working closely with specialist, academic and professional services, you will ensure effective triage, referrals and case coordination, while using performance data and student feedback to drive service improvements. You will also lead the development of Help Hub processes, resources, digital systems and the overall operating model to deliver an accessible, responsive and high-quality student experience.
About You
- Significant experience managing customer- or student-facing services and leading teams through supervisors or managers.
- Experience delivering service improvement and operational change while maintaining service standards.
- Ability to manage performance, service quality and customer satisfaction using operational evidence.
- Strong people leadership, communication and partnership working across a complex organisation.
- Strong digital literacy and experience supporting implementation of new service systems.
- Experience working in higher education.
- Knowledge of student support, safeguarding and wellbeing frameworks.
- Experience implementing CRM, enquiry or case-management systems.
- Experience managing budgets and workforce resources.
- Management qualification or equivalent leadership development.
The role sits within Campus Life. Please refer to the accompanying job description for full responsibilities and person specification.
Additional Information
Salary Grade 7 - Starting from £39,560 rising to £44,352 per annum. The salary range shows the potential maximum pay progression in addition to any annual inflationary increase to your pay. Please note that our default position is to appoint into the lower end of the range, unless there are exceptional circumstances.
Please Note - This is a University-wide role, including Bath, London and Birmingham; based in/near Bath.
Please Note - This is a Hybrid role with minimum expectation of four days on site due to operational nature of role.
Interview Date - Monday 7th December.
Staff Benefits
- Generous pension scheme (Local Government Pension Scheme/Teacher's Pension Scheme).
- Enhanced paid leave - 41 - 46 days depending on the role (Full Time).
- Family friendly policies including hybrid working, flexible work environment, on-site nursery, and a sector-leading enhanced maternity scheme.
- Employee Assistance Programme which offers access to on-demand GP appointments, wellbeing support and advice, and access to counselling.
- Transport schemes including Electric Vehicle Scheme and Cycle to Work.
- Wide range of discounts and financial benefits, accessed through an easy-to-use app.
For further details about all our staff benefits, have a look at our rewards page.
Student Experience Manager (Help Hub) in London employer: Bath Spa University
Bath Spa University is an exceptional employer, offering a supportive and inclusive work culture that prioritises employee wellbeing and professional growth. With generous benefits such as a defined benefit pension scheme, enhanced paid leave, and family-friendly policies including hybrid working, employees are empowered to thrive both personally and professionally in a vibrant academic environment. The Payroll, Pensions & Systems Coordinator role not only provides the opportunity to make a significant impact on payroll and pension services but also fosters collaboration with dedicated teams across the university, ensuring a rewarding and meaningful career path.
