Student Experience Manager (Help Hub)

We are currently seeking a Student Experience Manager (Help Hub) who will lead the development and operational delivery of Bath Spa University’s Help Hub, making it easier for students to find information, advice and support. You will manage team leaders, improve services across channels and use performance data and student feedback to create a consistent, accessible experience.

The Help Hub is Bath Spa University’s new, University-wide approach to frontline student services, providing a single, accessible and welcoming first point of contact for students seeking information, advice or support. Designed around a student-centred, ‘one-stop-shop’ model, it aims to simplify how students navigate the University, remove barriers to accessing support and ensure enquiries are resolved quickly and effectively.

About the Role

You will oversee and continually improve Help Hub service delivery across the University’s Bath campuses and channels. You will lead and develop Help Hub Team Leaders, ensuring high standards of service, effective staffing and a consistent, joined-up approach to student support. Working closely with specialist, academic and professional services, you will ensure effective triage, referrals and case coordination, while using performance data and student feedback to drive service improvements. You will also lead the development of Help Hub processes, resources, digital systems and the overall operating model to deliver an accessible, responsive and high-quality student experience.

About You

• Significant experience managing customer- or student-facing services and leading teams through supervisors or managers.
• Experience delivering service improvement and operational change while maintaining service standards.
• Ability to manage performance, service quality and customer satisfaction using operational evidence.
• Strong people leadership, communication and partnership working across a complex organisation.
• Strong digital literacy and experience supporting implementation of new service systems.
• Experience working in higher education.
• Knowledge of student support, safeguarding and wellbeing frameworks.
• Experience implementing CRM, enquiry or case-management systems.
• Experience managing budgets and workforce resources.
• Management qualification or equivalent leadership development.

The role sits within Campus Life. Please refer to the accompanying job description for full responsibilities and person specification.

Additional Information

Salary Grade 7 - Starting from £ 39,560 rising to £ 44,352 per annum

The salary range shows the potential maximum pay progression in addition to any annual inflationary increase to your pay. Please note that our default position is to appoint into the lower end of the range, unless there are exceptional circumstances.

Interview Date - Monday 7th December

Staff Benefits

We offer a wide range of great benefits at BSU, including

• Generous pension scheme (Local Government Pension Scheme/Teacher's Pension Scheme). This is a defined benefit pension scheme which pays members a secure income for life, post-retirement
• Enhanced paid leave - 41 - 46 days depending on the role (Full Time) - more details here: https://apphub.bathspa.ac.uk/StaffBenefits
• Family friendly policies including hybrid working, flexible work environment, on-site nursery, and a sector-leading enhanced maternity scheme
• Employee Assistance Programme which offers access to on-demand GP appointments, wellbeing support and advice, and access to counselling
• Transport schemes including Electric Vehicle Scheme and Cycle to Work
• Wide range of discounts and financial benefits, accessed through and easy-to-use app

For further details about all our staff benefits, have a look at our rewards page: https://www.bathspa.ac.uk/work-at-bath-spa/rewards-and-benefits/

We reserve the right to close this vacancy early if we receive sufficient applications for the role. Therefore, if you are interested, please submit your application as early as possible.