Student Support & Wellbeing Manager (Student Support & Enquiries)

About us

Student and Registry Services (SRS) are responsible for providing services to all students throughout their time at UCL and for supporting academic departments and administrative staff in delivering a high-quality student experience. We also play a key role in coordinating UCL\’s governance processes and academic quality assurance operations. UCL Student Support and Wellbeing Services (SSWS) provides information, advice, and welfare support for all registered students, including delivery of related student events.

About the role

The post holder will be a key member of the wider Student Support and Wellbeing Management Team. Reporting to the Head of Student Support and Wellbeing Services (Service Excellence), the successful candidate will play a crucial role in embedding a culture of inclusion, belonging, and best practice in student support and enquiries. Student Support and Wellbeing Services responds to enquiries in-person, via telephone, and on askUCL, UCL\’s student enquiry and case management system. The Student Support and Wellbeing Manager will be a main contact for student support, overseeing the management of student enquiries operations. The post holder will lead and manage a large and diverse team of coordinators, officers, and administrators, responsible for setting goals and objectives, managing performance, and staff development.

If you have any queries about the role, please contact Finola Gibson at f.gibson@ucl.ac.uk.

About you

We are looking for a positive and highly motivated individual who is passionate about delivering high-quality, professional support services to students. To excel in this role, you should have experience of leading high-performing, customer-focused teams and demonstrate sound judgment under pressure. You will need substantial knowledge of the HE sector, including student services management and administration, and experience managing student services within a university or similar academic institution.

You will be a natural leader, able to motivate staff and identify areas for development. You are a confident communicator, capable of conveying complex information to diverse audiences, working well under pressure while remaining supportive and tactful in high-pressure situations.

What we offer

In addition to the exciting opportunities this role presents, we offer some great benefits, including:

• 41 days holiday (27 days annual leave, 8 bank holidays, and 6 closure days)
• Additional 5 days\’ annual leave purchase scheme
• Defined benefit career average revalued earnings pension scheme (CARE)
• Cycle to work scheme and season ticket loan
• Immigration loan
• Relocation scheme for certain posts
• On-site nursery
• On-site gym
• Enhanced maternity, paternity, and adoption pay
• Employee assistance programme: Staff Support Service
• Discounted medical insurance

Visit our website to find out more.

Our commitment to Equality, Diversity, and Inclusion

As London\’s Global University, we know diversity fosters creativity and innovation. We want our community to reflect the diversity of the world\’s talent. We are committed to equality of opportunity, fairness, and inclusivity, creating a place where everyone belongs.

We especially encourage applications from candidates who are underrepresented at UCL, including those from Black, Asian, and ethnic minority backgrounds; people with disabilities; LGBTQI+ individuals; and women, particularly for Grade 9 and 10 roles.

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