Student Support and Wellbeing Manager (Student Support & Enquiries)

at  University College London

ABOUT US

UCL Student Support and Wellbeing Services (SSWS) provides information, advice and welfare support for all registered students, including delivery of related student events. The Student Support and Enquiries Team has been awarded the Customer Service Excellence Accreditation, recognising that the customer service the team provides is of an exceptional standard. The team comprises customer care professionals who provide information, advice and support to all registered students.

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 driving high-performing and customer focused teams and be able to demonstrate sound judgement under pressure. You will need substantial knowledge of the HE sector, including student services management and administration, and experience of managing student services within a university or other academic institution or similar.
You will be a natural leader, able to lead and motivate staff, as well as identify areas for development. You are a confident communicator, with the ability to convey complex information to audiences with varying levels of understanding, work well under pressure, whilst remaining both supportive and tactful in high-pressure situations.

ABOUT THE ROLE

The Student Support and Wellbeing Manager will be key member of the wider Student Support and Wellbeing Management Team. Reporting to the Head of Student Support and Wellbeing Services (Service Excellence), they will play a key role in embedding a culture of inclusion, belonging and best practice in relation to student support and enquiries. Student Support and Wellbeing Services responds to enquires in-person, via telephone, and on askUCL, UCL’s student enquiry and case management system, and the postholder will be a main contact for student support, overseeing the management of the student enquiries operations. They will lead and manage a large and diverse team of dedicated coordinators, officers and administrators, responsible for setting goals and objectives, managing performance and staff development.
Your application must include a CV and supporting statement and it will be assessed on how well you evidence the essential and desirable criteria in the job description.

PLEASE NOTE THAT THIS ROLE WILL REQUIRE YOU TO WORK 4 DAYS PER WEEK ONSITE.

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

As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:

• 41 Days holiday (27 days annual leave 8 bank holiday 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 insuranc