Head of Student Hub

The Head of the Student Hub leads our student centric enquiry and support services

The Student Hub is the first point of contact for existing students, prospective students, graduates, and other visitors/service users at both the South Kensington and White City campuses and will provide a friendly, responsive, professional, and efficient customer focussed service.

This role will take a lead in developing the service including working on expanding the depth and range of services that the team performs and installing an effect triaging system for specialist queries that the team are unable to resolve. The focus is on improving the student experience especially across our digital offering, reducing barriers, and collaborating with other specialist student support services across the College.

The Head of the Student Hub will ensure that services are delivered in an appropriate way, recognising the needs of all groups of students and other visitors to provide a high standard of personalised service.

It is an exciting time to be joining Imperial College and the Student Hub as we are working on a series of College-wide student facing service operational improvements. Also, we have just expanded our operations having just taken over the Student Support Services Hub at our growing White City campus.

Duties and responsibilities

• You will be responsible for developing the student facing support service to enable our customers to have a single point of contact for information, enquiries and advice on College services.


• You will manage and develop our digital solutions to support student enquiry management including the ServiceNow software we use.


• You will manage and oversee successful satellite Student Hub operations on other campuses throughout the year, including the training and development of staff to represent the Student Hub team and mission at the satellite locations such as White City.


• You will drive reviewing and continuous development of policies relating to the work of the Student Hub.


• You will instigate, develop, and manage effective Service Level Agreements with all support services that the Student Hub represents to ensure services are delivered to our customer within agreed and acceptable timeframes and to provide direction and guidance on this to the Student Hub team.


• You are key to developing strong working relationships between the Student Hub and the specialist administration teams (such as Student Financial Support, Tuition Fees, Accommodation, Student Records, Admissions, Assessment Records, Student Services, Visa Compliance and International Student Support, and others, where appropriate) and resolving any operational issues that might occur.


• You will develop and manage individual training plans by working closely with external and internal contacts to ensure the Student Hub team receive good quality advice and support to deliver high level administration to students.

Essential requirements

• You will need to be able to demonstrate success in a customer focused service environment, preferably within a Higher Education Institution.


• You should have previous experience of staff management - leading, motivating, developing and performance managing a team


• You will need robust change management skills from problem solving to planning and implementation.


• You will have strong experience in liaising and working effectively with a wide range of colleagues from different disciplines both within and external to the Higher Education environment.


• You should have relevant knowledge gained from job related training, for example training on software such as Banner, SITS, ServiceNow, Salesforce, or soft-skills training such as business process review, customer service skills, dealing with difficult customers.


• You will have comprehensive awareness of University life and where to signpost students for further advice and information on a wide range of subjects such as admissions, finance, welfare, disability, cultural and other special needs issues that students may face.

Further information

This is full-time, open-ended post.

Imperial College London offers a competitive Total Remuneration Package, generous annual leave benefits with 25 days of holiday leave per leave year in addition to mandatory leave dates. As part of the package, you would receive a range of financial and non-financial benefits as a member of a staff. These include exclusive loans and money-saving offers, as well as a variety of non-financial benefits such as wellbeing support, development opportunities and staff networks.

Candidates will need to complete and submit an online application. Please note that CVs only will not be considered.

Should you require any further details on the role please contact: James Balloch, Director of the Student Hub at j.balloch@imperial.ac.uk

The College is currently trialling a Work Location Framework until early 2023. Hybrid working may be considered for this role and the role holder may be expected to work 60% or more of their time onsite, with 40% the minimum time spent onsite. The opportunity for hybrid working will be discussed at interview.

Documents

• Head of Student Hub- JD.pdf