Team Leader - Student Enquiries and Enrolment Team

FTE: 1.0 (working 37 hours per week)

Duration of Contract: Permanent

Annual Leave: 25 days plus standard public holidays and an additional 4 days including the closure of our office between Christmas and New Year

Location: College Lane and de Havilland Campuses, Hatfield

Main duties and responsibilities

We’re looking for a people-focused Team Leader to join our Student Enquiries and Enrolment Team. You’ll lead a busy Hub-based team, ensuring a friendly, efficient and professional service for all visitors and enquirers — whether in person, by phone, email or social media.

This role combines operational oversight with hands-on support. You’ll manage rotas, set service standards, resolve complex enquiries, and coach team members to grow in confidence and capability. You’ll also play a key role in service improvement projects, working collaboratively to embed innovation and consistency across the team.

You’ll build strong relationships across the University, maintain key service systems, and use data and feedback to drive performance. From supporting major events like Open Days and Clearing, to leading training and development, you’ll help shape a responsive, inclusive and high-performing service.

If you’re passionate about delivering excellent student support and ready to lead with empathy and purpose, we’d love to hear from you.

Skills and experience required

The successful candidate will have a strong background in administration and team supervision. They will bring exceptional IT skills, including proficiency in Microsoft Office and collaboration tools, alongside a methodical and detail-oriented approach to data and communication.

Strong organisational abilities are key, with the capacity to manage their own workload and that of others under pressure, while maintaining high standards of accuracy. The role requires excellent interpersonal and communication skills, including a confident telephone manner and the ability to build effective working relationships across a diverse audience.

Applicants should demonstrate a clear understanding of customer care principles, a commitment to equality and diversity, and the ability to lead, support and motivate a team. They will be confident in resolving conflict, identifying service improvements, and navigating complex procedures with clarity and professionalism.

Qualifications required

A degree (or equivalent) or significant professional experience is essential.

Please view the job description and person specification for a full list of the duties and essential criteria, click the 'Apply' button above. Please attach a personal statement showing clearly how your skills and experience match the Person Specification.

Internal applicants – please ensure you apply via your employee self service portal.

We regret that we are unable to offer UKVI sponsorship for this post; applicants will either hold UK Right to Work or demonstrate access to UK Right to Work before an offer is made.

Contact Details/Informal Enquiries: Lizzie Ayling, Deputy Head of Student Enquiries and Enrolment Team, l.ayling@herts.ac.uk.

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Closing Date: 11 January 2026

Interview Date: TBC

We particularly welcome applications from candidates from Black, Asian, or Minority Ethnic backgrounds as they are underrepresented at this level in our department.

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

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