Head of Student Advice, Support and Knowledge

6 months ago


Lancaster, United Kingdom Lancaster University Full time

**Location: Lancaster. Open to flexible working arrangements e.g. flexible start/finish times and blended remote/office working.**

Are you passionate about supporting students and looking for an opportunity to use your skills and experience to drive positive change at Lancaster University?

This is an exciting opportunity to join the Student and Education Services Division as Head of the Student Advice, Support and Knowledge (ASK) Service. The Head of ASK will provide highly effective leadership, strategic vision and direction for the ASK services and areas of activity which comprise:

- The University’s ASK student enquiries service: a ‘one stop shop’ for students in person/online/by telephone and access point for all student support services;
- ASK digital: our award-winning online student information knowledge-base and enquiries submission function;
- Student Money Advice Service;
- Leadership of our institutional student induction framework, working with colleges and all key stakeholders;
- Development and delivery of student communication, engagement and promotion plans maximising the visibility of student services;
- Coordination of the gathering of service user feedback to inform service delivery improvements and enhance service creativity and innovation;
- Management of the student-facing space used by the Student and Education Services teams, working with all teams involved in service delivery.

The role-holder will be expected to work closely with the Student and Education Services (SES) leadership team and teams across the wider division to develop a clear strategic and operational plan for student advice and support which will drive forward innovation and change to ensure that the ASK service model is visible to all student communities, responsive to diverse student and staff needs, the changing external environment and challenges facing students and communities of students. You will use a wide variety of data sources and other metrics, including student feedback, to innovate and develop services. The role-holder will also need to effectively manage the boundaries and integration of the service with other university services including academic departments, colleges and other professional services.

We are looking for an innovative individual with exceptional leadership and organisational skills, experience of successfully leading and delivering change projects within a complex organisation and digitising and improving systems and processes.



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