Head of Student Customer Services
The University of Wolverhampton has embarked on an initiative which is set to transform the student experience across all touchpoints in the student journey. The Student Campus project aims to establish a new, single student service, putting students not processes at the heart, and delivered by a dedicated student customer team. This is a unique opportunity to join at the start of the transformation journey, to shape the service and to build the new team.
We are looking for an outstanding strategic leader who is an effective communicator, is experienced in delivering high quality customer services, is able to build a high performing team, and will establish a new culture and ethos dedicated to putting students at the heart. The successful candidate will join the senior management team in the Directorate of Student and Academic Services.
Student Campus project objectives include:
- Optimising service delivery to students and embedding customer skills
- Creation of a new operating model covering all relevant academic and student experience service functions
- Deliver efficiencies
- Greater use of digital resources including Artificial Intelligence (AI) to develop an agile workforce
- Addressing staff development needs with a clear pathway for career progression
The University of Wolverhampton celebrates diversity and recognises that difference brings value to our organisation.
As part of our commitment to ensure the diversity of staff body reflects the diversity 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 whilst not self-defining as disabled do encounter challenges due to a society that disables them by lack of inclusivity).
We are proud to have been awarded Disability Confident employer status, included in the Stonewall list of employers and are working towards improving our practices against Athena Swan and the Race Equality Charter. We believe in creating an even playing field for all our colleagues, where we can all belong.
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.