Student Services Manager

Location: College of Esports, London
Reports to: Executive/Associate Dean

Role Purpose

The Student Services Manager will lead the delivery of high‑quality, student‑centred services across the College of Esports. The postholder will oversee wellbeing, engagement, disability support, safeguarding, and student experience initiatives, ensuring that all services are inclusive, compliant, and aligned with institutional values. This role requires a confident, experienced leader who can manage complex student cases, drive service improvements, and foster a culture of pride, care, and operational excellence.

Key Responsibilities

Student Services Leadership

• Lead the day‑to‑day operations of student support, wellbeing, disability, and engagement services.
• Manage and develop a team of coordinators and advisors, ensuring consistent, high‑quality support across the student lifecycle.
• Design and implement inclusive initiatives that promote belonging, retention, and student success.
• Act as the senior escalation point for complex student cases, including safeguarding, mental health, and fitness‑to‑study concerns.
• Ensure all student‑facing communications, processes, and systems are clear, accessible, and aligned with best practice.

Wellbeing, Safeguarding & Case Management

• Oversee the management of wellbeing referrals, risk assessments, and support plans.
• Lead safeguarding processes, ensuring timely escalation, documentation, and liaison with external agencies where appropriate.
• Provide guidance to staff on reasonable adjustments, inclusive practice, and student support pathways.
• Maintain oversight of complaints, appeals, and student conduct cases, ensuring fair, timely, and policy‑aligned resolution.

Student Engagement & Experience

• Develop and deliver initiatives that enhance student engagement, community building, and co‑curricular participation.
• Work closely with academic teams to ensure a joined‑up approach to student support and progression.
• Use student feedback, data insights, and sector benchmarks to inform service improvements and strategic planning.
• Represent the College in student‑experience networks, partnerships, and sector forums.

Operational & Strategic Contribution

• Contribute to institutional planning, risk management, and student‑experience strategy.
• Lead service reviews, performance monitoring, and continuous improvement projects.
• Manage budgets, resources, and operational planning cycles effectively.
• Ensure compliance with safeguarding, Prevent, equality, and other statutory responsibilities.

Person Specification

Essential Skills & Qualifications

• Proven senior‑level experience leading student services within Higher Education.
• Master’s degree or equivalent professional experience.
• Evidence of ongoing professional development.
• Extensive experience managing student‑facing services, including wellbeing, disability, mental health, international support, careers, and engagement.

Essential Experience & Knowledge

• Proven experience handling complex student cases, including safeguarding, mental health, and crisis management.
• Strong understanding of reasonable adjustments, inclusive practice, and fitness‑to‑study frameworks.
• Experience managing complaints, disciplinaries, and formal investigations.
• Knowledge of statutory and regulatory responsibilities relating to safeguarding, Prevent, equality, and student support.
• Experience using student data to improve continuation, achievement, and student‑experience outcomes.
• Demonstrable success in leading service improvements and organisational change.

Essential Skills & Competencies

Leadership & People Management

• Ability to lead multidisciplinary teams with clarity, empathy, and accountability.
• Experience driving service improvement and embedding consistent standards.

Communication & Relationship Building

• Excellent written and verbal communication skills, including report writing and presenting to senior leadership.
• Ability to build strong internal and external partnerships across academic and professional services.

Operational Excellence

• High‑level organisational and time‑management skills.
• Ability to manage budgets, resources, and planning cycles effectively.
• Strong analytical skills, including interpreting performance and wellbeing data.

Problem Solving & Decision Making

• Critical and creative thinking, with sound judgement in high‑risk or complex situations.
• Ability to manage urgent or serious student incidents with professionalism and care.

What We Offer

• Continuing Professional Development (CPD) opportunities.
• Competitive salary based on skills and experience.
• 25 days annual leave, plus bank holidays.
• Additional Christmas closure period.
• Opportunities for leadership development and sector engagement.
• A supportive culture that prioritises student pride, wellbeing, and operational excellence.
• Private healthcare after 12 months’ service.
• Cycle to Work scheme.

Please apply via email using the 'Apply' button above (e:careers@collegeofesports.ac.uk)

Closing Date 15.02.26