Student Information Service Team Leader

FTE: 1.0 FTE (working 37 hours per week)

Salary: UH6 £29,619 per annum to £32,348 per annum with potential to progress to £35,333 per annum by annual increments on achieving designated skills and experience achieving designated skills and experience

Location: College Lane and de Havilland Campuses, Hatfield

The Student Information Service Team is the main point of initial contact for telephone, email, social media and face to face enquiries from applicants, students, staff and visitors to the University. The service is highly collaborative and our dedication to supporting an outstanding student experience lead the service to be crowned University “Team of the Year” 2022.

We are currently operating a hybrid model, when on campus your working location will be based our student hubs on both the College Lane and De Havilland Hatfield campuses. Remote working from within the UK is applicable depending upon service needs and associated on-campus demands. The demands of the role will require on-campus working during key periods of the academic year (including Semester A and B registration/start of term).

Main duties and responsibilities

You will be principally responsible for the operational management of the service, to deliver a positive on campus and online experience for applicants and students as our main audience. You will plan and operationalise the delivery of an effective “front of house” service across the Ask Herts hubs, assisting hub visitors (including students and staff) to help resolve their queries and provide services to students, for example the production of ID badges and distribution of Biometric Residency Permit (BRP) cards. The team also undertake a range of administrative tasks that support the student experience at the University. This includes (but is not limited to) producing student letters and council tax exemption certificates, approving parking permits and Oyster card travel applications.

You will line manage the team and be responsible for the end-to-end staffing experience, including recruitment and selection, induction, performance appraisal and management. You will also be required to deliver activity to increase resourcing during key peak periods through seasonal staff.

Experience and skills required

You will have previous experience of working in a supervisory role, within an administrative context, with experience of working in Higher Education being beneficial.

Qualifications required

Holds Degree or equivalent, or significant professional experience in a related field.

Contact Details/Informal Enquiries

Mark Partridge (Head of Student Information Service) via m.partridge2@herts.ac.uk

Closing Date: 26^th February 2023

Interview Date: To be confirmed 

Our vision is to transform lives: UH is committed to Equality, Diversity and Inclusion and building a diverse community. We welcome applications from suitably qualified and eligible candidates regardless of their protected characteristics and recognise there are different ways applicants may achieve the criteria in this document. We offer a range of employee benefits including generous annual leave, flexible location opportunities within the UK, discounted Sports Village memberships and free Active Staff sessions, personal and professional development and family-friendly policies. #GoHerts

We particularly encourage applications from men and BAME candidates who are under-represented in this area, to better reflect our diverse student cohort.

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