Operations Manager (Student Enquiries)

We are a world-ranking University and endeavour for our support services to match. The Student Enquires Centre is Customer Services Excellence Accredited, recognising that the customer service the team provide is exceptional. The team comprises of customer care professionals who provide information, advice and support to all registered students. Student and Registry Services are responsible for providing services to all students throughout their time at UCL and for supporting academic departments and administrative staff in delivering a high quality student experience. We also play a key role in co-ordinating UCL's governance processes and academic quality assurance operations.

Reporting to the Head of Student Enquiries Centre, the Operations Manager (Student Enquiries) will play a key role in embedding a culture of operational excellence across the department, managing a large and diverse team. The Student Enquiries Centre responds to enquiries in-person, via telephone, and askUCL, UCL's student enquiry and case management system. The postholder is responsible for driving high performance, ensuring a customer focused approach to service delivery and will regularly monitor the effectiveness of our services. They will be responsible for ensuring the team is trained to provide comprehensive, supportive and accurate advice and information to the UCL community.

The successful candidate will have proven experience of motivating and managing a team as well as a meticulous and organised approach to work. They will be required to have excellent interpersonal skills and take a solution led approach to achieving outcomes. The candidate must take pride in delivering excellent customer care and demonstrate a willingness to seek out opportunities to improve services across the Student Support and Wellbeing department, including our self-service provisions.

As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below: - 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days) - Additional 5 days’ annual leave purchase scheme - Defined benefit career average revalued earnings pension scheme (CARE) - Cycle to work scheme and season ticket loan - Immigration loan - Relocation scheme for certain posts - On-Site nursery - On-site gym - Enhanced maternity, paternity and adoption pay - Employee assistance programme: Staff Support Service - Discounted medical insurance Visit https://www.ucl.ac.uk/work-at-ucl/rewards-and-benefits to find out more.

As London’s Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world’s talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL’s workforce. These include people from Black, Asian and ethnic minority backgrounds; disabled people; LGBTQI+ people; and for our Grade 9 and 10 roles, women. You can read more about our commitment to Equality, Diversity and Inclusion here : https://www.ucl.ac.uk/equality-diversity-inclusion/