Job Description
The University of London
The University of London is a leading UK provider of distance and digital education internationally, offering programmes to 45,000 students in 190 countries around the world. Although proudly rooted in London, our community and impact are global.
We are a national leader in the humanities, and we promote their value to society and the economy through knowledge creation and exchange.
We are also a federation of 17 world class higher education institutions, with collaboration at the heart of our ethos. The University of London federation is a collective community of more than 240,000 learners and 50,000 staff, delivering world-leading research across all disciplines.
Our passion for increasing access to education and mobilising the collective power and expertise of the federation is central to our ability to transform lives around the world and address the global challenges of the future.
The Role
Senior Student Information and Advice Manager – Enquiry Resolution
We are seeking a dynamic and experienced Senior Student Information and Advice Manager for Enquiry Resolution. The successful candidate will oversee the efficient and optimised operation of the Enquiry Resolution Team, ensuring all protocols and processes for UoL students and stakeholders are met. The role involves managing the team, allocating enquiries, preparing reports, and ensuring compliance with UoL’s KPI and service standards.
Key Responsibilities:
This role includes managing the SIA Enquiry Resolution team, overseeing the allocation and resolution of enquiries, and preparing regular reports for resource allocation and intervention. The manager ensures compliance with UoL’s KPI and service standards, formulates projects to enhance the student and stakeholder experience, and manages service recovery and complaints. They also contribute to the UoL Continuous Improvement Group, maintain the Operational Risk and Issue Log, and optimise the enquiry management system. Additional duties include regular statistical reporting, liaising with academic and administrative staff, and ensuring staff appraisals are conducted as per University requirements.
For a full role profile, please refer to the job description below.
Further information
To be considered for this opportunity, please submit your application and CV (by clicking ‘apply for job’ at the bottom of this page) before the closing date at midnight on 01st September 2024.
The University reserves the right to close the vacancy earlier than the published end date should it receive sufficient applications to warrant earlier shortlisting.
Preferential consideration will be given to the University redeployment pool.
The University will be unable to sponsor candidates for a visa for this role. Successful applicants must be able to demonstrate their right to work in the UK for the duration of their employment.
The University currently operates a Hybrid Working framework involving a mix of working remotely and in the office. Typically, the majority of employees will be able to agree to work remotely for up to 60% of their working week, role dependent, however you will be required to attend on specific days for training or team meetings.
The University of London is committed to promoting a diverse and inclusive working environment where we can all be ourselves and succeed. We particularly encourage applications from members of Black, Asian, and Minority Ethnic communities as this group is currently under-represented at all levels within the University. All appointments will be made on merit, based on the criteria identified in the job description.
Pursuing excellence in education and equal opportunities.