Student Centre Manager

Summary     

We are seeking a Student Solutions Centre (SSC) Manager to lead a welcoming, responsive and consistent first point of contact for students at Aston University. Part of Student Life, the SSC helps students resolve enquiries and access the right information, advice and specialist support throughout their studies.

Reporting to the Head of Advice Services, you will manage the Student Centre Assistants and the Centre’s day-to-day operations across in-person, email, telephone and online channels. You will plan staffing and service cover, develop clear procedures, coordinate administrative support for Student Life teams and use service information and student feedback to improve the experience we provide. You will work closely with specialist colleagues, ensuring timely referrals and clear handovers while respecting their responsibilities and reporting lines.

Essential requirements Key Responsibilities and Priorities Lead welcoming, accessible and consistent front-line advice, enquiry handling and triage. Manage and develop Student Centre Assistants, setting clear expectations and supporting effective delivery. Plan workloads, rotas and available space to maintain service continuity during absence and peak demand. Agree practical referral, handover and administrative support arrangements with partner teams. Improve procedures, student-facing information and service delivery using feedback and enquiry trends. Lead attainment and maintenance of the Customer Service Excellence Award, coordinating evidence, improvement actions and ongoing review with the Head of Advice Services and relevant partners. Use ticketing and case management systems to maintain reliable service records, run reports on service standards, utilisation and demand, interpret trends and evidence, and translate findings into service provision and measurable improvements. Maintain accurate records and reporting, appropriate confidentiality and clear escalation arrangements. Provide operational health and safety support for the SSC, working with relevant University colleagues.

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