Operations and Frontline Services Manager

About the Role

We are seeking an experienced and motivated Operations and Frontline Services Manager to play a pivotal role in ensuring the smooth and effective running of our busy multidisciplinary Advice and Counselling Service.

You will oversee the day-to-day operations of the service, leading our frontline team to provide a professional, responsive, and compassionate first point of contact for students. Working closely with the Heads of Service, you will coordinate key administrative and operational processes, manage service systems and data, and contribute to continuous improvement initiatives that enhance the student experience.

About You

You will bring strong leadership and organisational skills, with experience managing teams in a complex, high-demand environment. You’ll be confident in balancing operational priorities, maintaining service quality, and supporting staff wellbeing. Excellent communication, problem-solving, and IT skills are essential, as is a commitment to inclusive, student-centred practice.

About the School Department

The Advice and Counselling Service is a multidisciplinary student support service offering counselling and psychological support, mental health support, psychiatry clinics, sexual assault and harassment advisers (SAHA) welfare and financial advice and immigration advice. The service is one of the constituent departments of the Student Wellbeing wing of the Student Experience directorate, along with the Disability and Dyslexia Service and Student Life.

The Advice and Counselling Service currently employs 42 staff equating to approximately 37 FTE, plus a small number of counselling trainees and associates. It has five staff teams: counselling, welfare advice, mental health, SAHA, and frontline services. The service is jointly led by the Co-Head (Wellbeing) and the Co-Head (Advice).

About Queen Mary

At Queen Mary University of London, we believe that a diversity of ideas helps us achieve the previously unthinkable.

Throughout our history, we’ve fostered social justice and improved lives through academic excellence. And we continue to live and breathe this spirit today, not because it’s simply ‘the right thing to do’ but for what it helps us achieve and the intellectual brilliance it delivers.

Our reformer heritage informs our conviction that great ideas can and should come from anywhere. It’s an approach that has brought results across the globe, from the communities of east London to the favelas of Rio de Janeiro.

We continue to embrace diversity of thought and opinion in everything we do, in the belief that when views collide, disciplines interact, and perspectives intersect, truly original thought takes form.

Benefits

We offer competitive salaries, access to a generous pension scheme, 30 days’ leave per annum (pro-rata for part-time/fixed-term), a season ticket loan scheme and access to a comprehensive range of personal and professional development opportunities. In addition, we offer a range of work life balance and family friendly, inclusive employment policies, flexible working arrangements, and campus facilities.

Queen Mary’s commitment to our diverse and inclusive community is embedded in our appointments processes. Reasonable adjustments will be made at each stage of the recruitment process for any candidate with a disability. We are open to considering applications from candidates wishing to work flexibly.

Advert information