Student Enquiries Assistant Manager

About the role:

Student Enquiries Assistant Managers support the day-to-day operations of the Student Services Frontline team and manage a group of enquiry handlers. They promote high performance and provide holistic support to their direct reports while acting as a point of escalation for complex enquiries.

Key responsibilities:

Line manage a small group of Student Enquiries Officers, giving clear direction on desired outcomes and enabling professional development to help them meet performance targets and deliver excellent customer service to our students.

Monitor and take action on qualitative feedback and complaints to enhance team performance and quality of service provision.

• Collaboratively manage day-to-day service delivery with other Student Enquiries Assistant Managers, prioritising and planning workflows and rotas to ensure effective staffing.
• Identify opportunities for continuous improvements and support the implementation of changes to enhance the service, in line with the student enquiry management strategy.
• Act as point of escalation for highly complex or urgent student cases, deferring to more senior colleagues as appropriate. Develop expert knowledge on all relevant processes and policies.

This is an exciting opportunity for candidates looking to gain experience in improvements to student success, and who wish to utilise their skills and expertise in customer services. This is an opportunity to grow your skills in both line management and resource management.

This is a full-time post (35 hours per week), and you will be offered an indefinite contract.

About you:

Essential criteria

Relevant work experience and/or education

• We think a wide range of different work and educational experiences and training could support you to be successful in this role, alongside an understanding of the challenges students face in higher education.

Skills and Experience

• Excellent interpersonal skills, with the ability to communicate and distribute information clearly. Understanding of need for confidentiality and when and how to escalate / signpost sensitive cases. Ability to contribute to team discussions with confidence, but give others space to speak.
• Ability to manage others and give clear direction on desired outcomes, with the skills to empower direct reports and to take a proactive approach to own role.
• Experience of delivering excellent customer service in a pressurised, high-volume environment, with the ability to work both independently and in a team in a fast-changing setting.
• Ability to manage your own workload and that of the team in order to meet deadlines and service standards.
• Ability to take responsibility for own decision making, resolve any problems that arise, consulting with others and seeking specialist guidance where required.
• Experience of change management, with the ability to work with others to deliver departmental project aims and overcome challenges.

Knowledge

Clear understanding of and commitment to the principles of customer care, including a sound knowledge of the sensitive nature of personal data, and the importance of compliance with Data Protection Legislation (GDPR).

Sound knowledge of Microsoft Office suite including Outlook and Excel, understanding of customer relationship management (CRM) software and the ability to learn new systems quickly and competently.

Desirable criteria

• More than a years’ experience of inspiring, motivating and managing a team alongside supervising and managing the workload of others.
• Experience using Microsoft Dynamics 365 customer relationship management (CRM) software for customer service.

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