{"id":4066805,"url":"https://alion.io/job/bath-spa-university-student-experience-manager-help-hub","title":"Student Experience Manager (Help Hub)","company":{"id":669213,"name":"Bath Spa University","domain":"bathspa.ac.uk","url":"https://alion.io/company/bathspa","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Pinpoint","truth_index":null},"role":"Early Careers","role_family":"Early Careers","seniority":null,"employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-10T11:39:31Z","employer_posted_date":"2026-11-10","last_verified_at":"2026-11-15T17:57:48Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"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.\nThe 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.\nAbout the Role\nYou 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.\nAbout You\nSignificant experience managing customer- or student-facing services and leading teams through supervisors or managers.\nExperience delivering service improvement and operational change while maintaining service standards.\nAbility to manage performance, service quality and customer satisfaction using operational evidence.\nStrong people leadership, communication and partnership working across a complex organisation.\nStrong digital literacy and experience supporting implementation of new service systems.\nExperience working in higher education.\nKnowledge of student support, safeguarding and wellbeing frameworks.\nExperience implementing CRM, enquiry or case-management systems.\nExperience managing budgets and workforce resources.\nManagement qualification or equivalent leadership development.\n\nThe role sits within Campus Life. Please refer to the accompanying job description for full responsibilities and person specification.\nAdditional Information\nSalary Grade 7 - Starting from £ 39,560 rising to £ 44,352 per annum\nThe 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.\nInterview Date - Monday 7th December\nStaff Benefits\n\nWe offer a wide range of great benefits at BSU, including\nGenerous 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\nEnhanced paid leave - 41 - 46 days depending on the role (Full Time) - more details here: https://apphub.bathspa.ac.uk/StaffBenefits\nFamily friendly policies including hybrid working, flexible work environment, on-site nursery, and a sector-leading enhanced maternity scheme \nEmployee Assistance Programme which offers access to on-demand GP appointments, wellbeing support and advice, and access to counselling\nTransport schemes including Electric Vehicle Scheme and Cycle to Work\nWide range of discounts and financial benefits, accessed through and easy-to-use app\nFor 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/\nWe reserve the right to close this vacancy early if we receive sufficient applications for the role. 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