ASK Service Manager (Walsall and Telford)

We are looking for an ASK Service Manager (Walsall & Telford).

ASK@WLV is a student-driven service that acts as the first point of contact for all student enquiries which offers information, advice, and guidance for all student enquiries.  Students can access the service online, over the telephone, and in person.

As an experienced leader, you will be proficient in fostering positive relationships, motivating others, conflict resolution, implementing strategy, and embedding a culture of inclusivity and customer care. 

Working collaboratively with the ASK Service Manager (City) you will adhere to service standards and ensure consistency and effective utilisation of resources whilst continuing to develop the service and staff within by providing clear direction.

You will need to identify and resolve obstacles in the student journey and improve the staff experience through data-driven decisions, persuasion, and negotiation.  As an advocate for the service, you will need to foster positive relationships and undertake regular liaison with colleagues across the university to facilitate the efficient and effective exchange of information; understand the nuances of your campuses; influence process owners to resolve significant or long-term problems; stay abreast of regulation changes and raise the profile of ASK.

ASK Service Manager Role and Responsibilities:

• Collection of service data and customer feedback through various feedback mechanisms to analyse, identify and present trends and anomalies which form the basis of operational decisions.
• Facilitate the efficient and effective exchange of information and act as a key contact.
• Management of large-scale events and effective resource allocation while ensuring friendly and professional service delivery.
• Maintaining and producing up-to-date written procedures and guidance and embedding learning across the team including delivery a range of team training.
• Understanding of the student life cycle, ensuring excellent customer service and consistency across multiple service points, and maintaining performance against quality targets and standards. 

ASK Service Manager Requirements:

• Confidence and proven ability to motivate, lead and develop staff. Providing clear direction and setting expectations.
• Demonstrable experience of managing and ensuring legislative and process compliance.
• Evidence of working towards continuous improvement in practices and procedures.
• Proven ability to communicate and create good working relationships across all levels of an organisation.

Due to the nature of this role being a support function for the benefit of our students, all ASK@WLV staff are expected to be on site to facilitate their roles, therefore this position does not allow for hybrid working. We are there to retain full flexibility in responding to changes in student needs and the student journey.

We would request that before applying for this role, you fully explore the Job Description and Person Specification to ensure that this is the correct role for your experience.

For further information about the role

If you require any further information regarding the role, please contact Francesca Coxon via email at  f.coxon@wlv.ac.uk

The University of Opportunity for Students and Staff

As part of our commitment to ensure the diversity of our staff body reflects those of the student and local communities we serve, we particularly welcome applications from candidates of Black, Asian, or Ethnic Minority heritage, and candidates who are Disabled (including people who may not define themselves as disabled, but nevertheless encounter challenges)

PLEASE NOTE: Applications are scored against the criteria set out in the job description and person specifications attached to this advert. Applications are not assessed against the job advert so please ensure your applications are crafted against the Job Description and Person Specification contained within it.