"Student Information and Enquiries Manager"

About the Department:

The Student Information and Enquiries team is situated within Goldsmiths Academic Registry. The Academic Registry integrates core operational services with active student engagement, information and advice, to enhance the student experience and support students to confidently engage with their University programme. Across the academic lifecycle of students, from pre-arrival to award, the Academic Registry ensures the integrity, consistency and effective administration of academic operations, and compliance with internal and external regulations. It provides a central service for student support and enquiries about their programme and elicits insights for enhancement activity across the University. It works in close partnership with academic staff to support the success of all students on their programmes of study. The Student Information and Enquiries team supports students to engage with their programme through the provision and coordination of self-service information for students, supplemented with target, cohort-level communications and the delivery of the Student Hub, a single service-access provision for student enquiries and support in relation to their programme of study.

About the Role:

The Student Information and Enquiries Manager will work to support the Student Hub team to deliver consistent management and delivery of multi-channel frontline services. Managing Student Hub Advisors the role holder will ensure the team provides a high level of support to students and academics. Providing leadership for Information and Enquiries Supervisors as well as Hub Advisors, allocating resource to ensure consistent and effective service delivery and delivering training across the team to enable and embed service resilience. Working with teams across the Student and Academic Services Directorate, Timetabling and Student Casework to anticipate and address challenges, ensuring service delivery against agreed operating plan.

About the Candidate:

You will have a degree or equivalent experience in managing front-facing teams, preferably in a Higher Education setting. Experience leading implementation of, and changes to processes, procedures and systems that enhance service delivery. You will be an excellent communicator, equally at ease supporting students as providing training to teams and individuals. A high level of IT proficiency with systems such as specialist databases or CRMs would be beneficial. Goldsmiths, University of London is passionate about advancing equality and celebrating diversity.