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Student Service Delivery Manager

1 month ago

Hull, Kingston upon Hull, United Kingdom University of Hull Full time

The University of Hull has adopted a new professional service delivery model, centralising the majority of professional services with a hub and spoke model. This ensures efficient operation, sharing of knowledge, and continuous improvement across University-level central teams.

The Student Service Delivery team provides enquiry management and information services for prospective and current students through the University's student portal, CRM, unified telephony, and a new service centre. It is the engine room and nerve centre for student services, supporting and driving a student-centred model of service delivery across services.

Student Service Delivery is located in the University's Academic Services portfolio, which provides services and support to students from the point of first enquiry to graduation, as well as teaching administration support to Faculties and Schools. The Academic Services team aims to ensure that students can articulate and achieve their goals, make the most of their time at the University, and access the support they need, when they need it.

The Student Service Delivery Manager will be responsible for delivering excellent customer service, overseeing high-quality support for prospective and current students, and managing enquiry management services that meet the needs of a range of student cohorts. This includes providing information, resolving enquiries, engagement monitoring, support for student-facing events and enrolment processes, and acting as a point of referral to specialist advisory services.