Assistant Head of Student Services

Are you enthusiastic about contributing to a forward-thinking higher education institution? Is your passion for student success at the core of your professional drive? At the University of Sunderland in London, we are dedicated to prioritising student experience, customer service, academic quality, value for money, and continuous improvement. And now we have an exciting opportunity to join us as Assistant Head of Student Services (Customer Experience & Engagement).

The University of Sunderland in London, based at Canary Wharf, boasts a vibrant and diverse community of staff and students. We consider ourselves as an innovative satellite campus, constantly evolving and with exciting plans for 2024 and beyond! We have just launched a pilot for a four-day working week and later this year we will be moving to a new, modern campus building adjacent to our current location offering a bright and spacious learning and working environment.

Our Student Services department champions the student experience, and actively supports students to fully engage with their studies and to be successful, through providing advice and guidance, careers support, customer services and focused engagement support. We lead on creating community and belonging on campus, from induction and welcome across the student journey.

In this role, you will directly lead and manage services in the following areas: student engagement and enquiries, student communications and student voice, business and service improvement, student welcome and enhancement. You will manage a team of student services professionals, responsible for ensuring an effective and efficient enquiries and engagement service, supporting students to navigate their experience successfully. We are looking for someone who can add real value and shape the student experience to drive success. You will work closely with Head of Student Services and senior managers to provide leadership and management to enable a seamless student experience.

You will champion and proactively manage business improvements and change, working across the service and the campus, to ensure a customer-centred approach delivering student success. To excel in this role, you will need to have experience of managing multi-channel services leading on service improvement initiatives. You will need to be a holistic thinker with sound operational management skills, negotiation and influencing skills. In addition, you will have strong customer focus and good knowledge and understanding of Higher Education current issues and context, including a deep understanding of student needs and of the complexity and challenges of being non-traditional student.

As our community of staff and students continues to grow, this role offers an engaging and fulfilling opportunity to make a positive impact on our students’ experience and outcomes.

In return, we offer you:

• The opportunity to join a pilot of a pioneering 4-day-week.
• Generous annual leave and closure days on top of Bank Holidays.
• Season Ticket Loan.
• Access to MyLifestyle benefit platform with plentiful of discounts and offers.
• Enhanced maternity and paternity policies.
• Our commitment to training and development.
• Our location in Canary Wharf with easy access.

If you would like to have an informal conversation about the role, please contact Tanya Dunne, Assistant Director (Operations & Student Experience) via email at tanya.dunne@sunderland.ac.uk.

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