Job Details

Manager, Student Engagement Team

Reference Number
Gilmorehill Campus / Main Building
College / Service
Job Family
Management Professional & Administrative
Position Type
Full Time
Salary Range

Job Purpose

The University of Glasgow is committed to the wellbeing and success of its students. As a senior member of the Student Support and Wellbeing service, the Manager of the Student Engagement Team plays an important part in achieving this, working with colleagues to develop and deliver frontline services which ensure that that students experience a seamless experience and feel supported when they make enquiries.

The Manager, Student Engagement Team is responsible for:
• a multi-functional enquiry, triage and Student Engagement Team, incorporating the pre-existing Student Services Enquiry Team, augmented by para-professional colleagues from the specialist services such as counselling and psychological services, disability services, international student support and financial aid teams
• the operation of the new service delivery model in the Fraser Building, working in partnership with colleagues most notably within the Information Services directorate, to ensure that students receive a consistent and high-quality service

Working in partnership with colleagues in other services, colleges, schools and the student bodies, the Manager, Student Engagement Team plays a critical role in building supportive student learning communities within colleges, schools and residences.

Main Duties and Responsibilities

1. Play a key part in the development and improvement of the student service delivery model, triage and referral procedures, and be responsible for the effective operation of the model in the Fraser Building.

2. Lead and manage the development and delivery of key lifecycle activities, including registration, enrolment, induction and orientation.

3. Manage, develop and support members of the Student Engagement team, including specialist immigration and financial advisers and seasonal staff, coordinating staff development to ensure quality of service delivery.

4. Develop and improve access to student self-help resources, in consultation with students, colleges and schools.

5. Work closely with colleagues within the Student Wellbeing and Inclusion team and make sure the process involved in referring students to specialist services, including the crisis response team, is understood and correctly used.

6. Build good working relationships with key college and school staff, the SRC, student societies and the other student services to ensure effective flow of information and understanding about student matters to enable a proactive response to emerging student issues.

7. Develop and monitor service effectiveness indicators, benchmark services and share good practice with other sector professionals, and use these to drive continuous service improvement and innovation.

8. Oversee the financial planning and budgeting process, progress investments bids as appropriate, monitor and report on budgets to the Head of Student Engagement.

9. Provide expert advice and guidance on relevant policies and legislation and how it impacts on local practise.

10. Lead and manage the delivery of frontline student finance enquiries and payments, making sure systems comply with the University’s governance procedures.

Knowledge, Qualifications, Skills and Experience

A1 Ability to demonstrate the necessary strategic competencies required to undertake the duties associated with this level of post having acquired the necessary professional knowledge and leadership experience in a similar or number of different specialist roles. Or Scottish Credit and Qualification Framework Level 9, 10 or 11 (ordinary/Honours degree/ postgraduate qualification) or equivalent, including being professionally qualified in a relevant discipline, with a broad range of leadership experience in specialist fields related to mental health, wellbeing, inclusion, equality or diversity.
A2 Knowledge and understanding of frontline service delivery to students within an educational setting.
A3 An understanding of the needs of international students, including a good working knowledge of UK visa regulations.

B1 An understanding of how to develop self-help materials.

C1 Skilled in leading and developing teams where team members are often inexperienced in their roles.
C2 Excellent customer service, interpersonal and communication skills with the ability to engage with and update diverse audiences.
C3 Ability to use initiative and judgement to resolve issues independently and make informed decisions effectively, including taking decisive action when confronting difficult situations.
C4 Analytical and problem-solving capability and the proven ability to plan, organise, prioritise and delegate work.
C5 Proven ability to develop and maintain effective working relationships with a variety of internal and external stakeholders.
C6 Excellent organisational skills with the ability to plan, prioritise and deliver across a range of work activities and juggle a busy workload.
C7 Ability to design and deliver training material.
C8 Effective financial management skills.
C9 Demonstrable emotional resilience, having the ability to work calmly under pressure when dealing with difficult scenarios.

D1 Ability to work effectively with external agencies and partners, such as SAAS, and financial funding bodies.
E1 Extensive experience of delivering high quality student services in a frontline setting.
E2 Successful management of a team, including during a period of change.
E3 A track record of influencing across an organisation to take new initiatives forward.
E4 Experience of working with a complex database/student records system.
E5 Experience of managing call logging systems.
E6 Experience of working with and delivering services to a range of stakeholders.
E7 Experienced in communicating with large, diverse groups via web or social networks and developing materials to be accessed via these channels.
E8 Recruitment, selection and training of staff or volunteers.

F1 Managing services operating outside normal 9am-5pm working pattern.
F2 A track record of implementing change in policies and procedures, enabled by technology.
F3 Experience of working with international students.

Job Features

Reporting to the Head of Student Engagement the postholder will be responsible for managing, developing and providing first line support and enquiry resolution for the entire student population. (approx. 30,000 students), graduates of the University, prospective students and other visitors using the Fraser Building to ensure the delivery of effective and efficient services.
Manage a team of approx. 20 frontline Student Services staff in addition to teams of paid student helpers who support annual registration, enrolment and student orientation activities.
Responsible for a budget of c £50k

Planning and Organising
• Manage the Fraser Building student service delivery operations to ensure the seamless and effective delivery of the new service delivery model to students
• Manage and coordinate the use of space, particularly in relation to interview pods, hot desk areas and traffic flows to prevent queuing and log jams
• Manage appropriate resourcing for team activities, including factoring in ability to meet ad hoc/crisis requests
• Identify and oversee the delivery of ongoing training and development for teams to ensure that staff are well equipped to respond effectively to student and staff enquiries
• Comply with University policies and procedures related to student engagement delivery priorities
• Develop work practices that promote a consistent ethos and consistency in terms of standard of delivery
• Develop and deliver planning and team building activities

Internal/External Relationships
• Work in close partnership with the Head of Student Engagement, Manager, Student Life and colleagues within Information Services to plan and coordinate service activities and delivery to ensure an integrated and seamless approach
• Form and maintain effective working relationships with colleagues in Schools/Colleges to present an integrated approach in the interests of student support
• Liaise extensively with external agencies (e.g. SLC, SAAS, local authorities and other organisations, national and international) on behalf of students in relation to funding and other student-related issues
• Represent and promote frontline Line Student Services at both internal and external meetings and events where appropriate

Decision Making
• Make recommendations on priorities to ensure effective management and delivery of frontline services
• Make decisions on deploying staff to meet service demand
• Direct responsibility for decisions on complex issues and problems referred by team members or other University staff
• Analysing and interpreting data, identifying trends and sourcing alternative data where appropriate, to progress service developments/changes
• Making independent decisions to formulate recommendations for long-term staffing and service provision, reviewing on a regular basis to ensure student/customer demands are met

Problem Solving
• Mediate difficult issues and challenging issues
• Make independent decisions on enquiry resolution, usually required in a relatively limited timescale/time critical period
• Identify key challenges and develop innovative approaches, guidelines or procedures to address them
• Exercise considerable initiative and judgement to solve problems, reprioritise work of the team, and take remedial action to ensure the effective provision of service in response to unanticipated situations or fluctuations in workload/number of customers
• Manage staff performance, development and absence
• Investigate areas of ineffective working or systems failure and develop creative and innovative approaches to improve operational effectiveness
• Operate in a confidential environment and handle information of a sensitive and personal nature covered by GDPR (2018) in accordance with the University’s policy
• Respond to enquiries made under the Freedom of Information Act FOI (2000) in accordance with the University’s policy
• Flexible approach to hours of work in order to best support management of services outwith normal 9am-5pm working pattern

Standard Terms & Conditions

Salary will be on the Management, Professional and Administrative Grade, level 8, £43,266 - £50,132 per annum.

This post is offered on a full time (35 hours) and open-ended basis. Normal office hours are Monday to Friday 09.00 – 17.00.

New entrants to the University will be required to serve a probationary period of 6 months.

The successful applicant will be eligible to join the Universities’ Superannuation Scheme.

Further information regarding the scheme is available from the Superannuation Officer, who is also prepared to advise on questions relating to the transfer of Superannuation benefits.
Vacancy reference: 027016; closing date 2 September 2019.

It is the University of Glasgow’s mission to foster an inclusive climate, which ensures equality in our working, learning, research and teaching environment.

We strongly endorse the principles of Athena SWAN, including a supportive and flexible working environment, with commitment from all levels of the organisation in promoting gender equity.

The University of Glasgow, charity number SC004401.