The University of Hull has adopted a new professional service delivery model following extensive consultation with stakeholders from across the University. The majority of professional services are centralised with a hub and spoke model ensuring that that University-level central teams are operating efficiently to enable capacity for growth, are sharing knowledge and best practice to enable a consistent approach and driving continuous improvement. A single professional service culture for the University underpins close partnering and seamless service provision across professional staff in central and Faculty teams.
The Student Service Delivery (SSD) team provides enquiry management and information services for prospective and current students through the University’s student portal, CRM, unified telephony, and a new service centre. It is the engine room and nerve centre for student services more broadly, supporting and driving a student-centred model of service delivery across services. The SSD team collates, interrogates and shares data from enquiry channels to drive future service improvements. It sets and monitors service standards and partners with other student service providers to ensure that they operate consistently and collaboratively to deliver integrated end-to-end services.
Student Service Delivery is located in the University’s Academic Services portfolio, which provides services and support to students from the point of first enquiry to graduation, as well as teaching administration support to Faculties and Schools. The Academic Services team aims to ensure that students can articulate and achieve their goals, make the most of their time at the University, and access the support they need, when they need it.
The Student Service Delivery Manager will be responsible for the delivery of excellent customer service, overseeing and ensuring high quality support for prospective and current students, and managing and developing enquiry management services that effectively and efficiently meet the needs of a range of student cohorts. This will include the provision of information, resolution of enquiries, engagement monitoring, support for student-facing events and enrolment processes and acting as a point of referral to specialist advisory services.
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