Deputy Head of Student Services (Operations)

Contract: Fixed-term contract, Full Time (35 hours per week)

Salary information: £49,140 to £55,000 (including Inner London Weighting)

We are seeking an accomplished higher education professional to join Guildhall School of Music & Drama as Deputy Head of Student Services (Operations). This is a key leadership role within Student Services, responsible for ensuring that students receive accessible, timely and well-coordinated support throughout their time at Guildhall.

Reporting to the Head of Student Services, you will design, coordinate and continuously improve the end-to-end operational delivery of student-facing services. You will lead day-to-day operations across front-line enquiries, appointments, triage, referral and case coordination, ensuring prompt responses, clear ownership and appropriate escalation in line with service procedures and risk thresholds.

Working collaboratively across Student Services and with colleagues in Registry, Finance, Estates, academic departments and other professional services, you will strengthen communication and workflows for student support. You will also liaise with external partners, including GPs and community mental health professionals, where this is needed to coordinate effective care and support.

The role includes coordinating cross-team responses to priority and complex issues, including duty-of-care, safety and welfare concerns, hospital admissions, safeguarding matters and emergencies. You will oversee case and enquiry management systems, support accurate and timely record keeping, and use management information, service standards and key performance indicators to improve quality, enable early intervention and inform service planning. You will also lead operational improvement initiatives, including digital self-service, streamlined processes, online forms and workflow automation. Planning for peak periods, staff cover, systems resilience and business continuity will be an important part of the role, alongside coordinating Student Services contributions to major student lifecycle events.

About you

You will have demonstrable experience of leading operations in higher education student services, wellbeing, disability, registry or a comparable environment. You will bring experience of line management and service improvement, together with the ability to coordinate complex activity, manage competing priorities and maintain a consistently high standard of service.

You will have a strong understanding of the frameworks and responsibilities relevant to student services operations, including safeguarding, confidentiality, data protection, equality and disability, and relevant expectations of the Office for Students and the Office of the Independent Adjudicator. You will be confident identifying and escalating risk, handling sensitive information appropriately and working calmly and effectively where student needs are complex or urgent.

You will be able to use data and management information to monitor performance, establish meaningful KPIs and drive continuous enhancement. A meticulous approach, sound judgement and the ability to produce accurate reports, records and statistics are essential. You will also be a collaborative and adaptable colleague who builds effective relationships with students, staff and external partners.

A first or higher degree and/or a relevant professional qualification is required. Above all, you will be committed to student success and to creating services that help every student fulfil their potential within the distinctive context of specialist performing arts education.

What we offer

This maternity cover appointment offers an excellent opportunity to take a visible operational leadership role within a committed and collaborative Student Services team at a world-leading conservatoire. You will help shape the systems, standards and partnerships that underpin an inclusive, responsive and high-quality student experience.

You will work closely with specialist colleagues across health and wellbeing, disability support, learning support, student life, residences and international student support, while contributing to committees, working groups, service enhancement and institutional planning. The role has line management responsibility for the Student Services Administrator.

This position would suit an experienced student services operations professional who enjoys combining people leadership, service coordination, casework oversight, data, digital improvement and partnership working in a creative and ambitious institution. This role would suit a highly capable student services professional who enjoys working across strategy, people leadership, casework, safeguarding, policy, evidence, partnership working and service improvement.

Interviews to be held: Week commencing Monday 5 October 2026. Please note that late applications will not be accepted. The City of London Corporation is committed to Equal Opportunities and welcomes applications from all sections of the community.