Student Services Manager (Special Cases)

Role Description

Department

Student and Academic Services supports the University's ambition of offering an outstanding and valuable experience to our students. We support our academic colleagues in achieving excellence in their research, learning and teaching and the student experience. Our staff are committed to providing a high quality student-centred service that will enhance student life, retention, success and progression, and will be recognised as exemplary.

Student and Academic Services comprises the following departments:

• Student Administration and Academic Affairs
• Student Careers and Systems
• Library, Archives and Learning Services
• Student Life and Wellbeing
• Online Partnerships
• Directorate Administration Team

Role

This is an exciting time to join the Student Administration section of SAAA, which comprises c. 40 staff across eight core teams: Complaints, Exams & Graduation, PGR Administration, Progression & Awards, Special Cases, Student Financial Support, Student Records, and Visa Compliance.

The role holder will work within Student Administration to develop and implement policy and procedure in key areas of work to support the administration of the student journey. The job will be focused principally on the work of the Special Cases team. The post-holder will manage a small team and coordinate the activities of stakeholders throughout the institution to deliver agreed outcomes and will provide advice and support to colleagues and service users. 

Skills, Experience & Qualification needed

• You are expected to be educated to degree level or above 
• You will need to demonstrate excellent communications skills, both oral and written and interpersonal skills
• A thorough understanding of the principles involved in service provision and office management within a large, complex organisation
• You will have knowledge of relevant issues in HE and a proactive approach to keeping up to date with developments in area of expertise
• You will have the ability to assimilate information on a wide range of complex subjects, make decisions and develop proposals/strategies based on this information
• You will have experience of undertaking complex casework and providing related advice, recommendations, and communications, including to committees and/or senior colleagues

Interview date: TBC

For informal enquiries: please email Jen Wotherspoon, Head of Student Progress at jen.wotherspoon@york.ac.uk

The University strives to be diverse and inclusive  – a place where we can ALL be ourselves.

We particularly encourage applications from people who identify as Black, Asian or from a Minority Ethnic background, who are underrepresented at the University. 

We offer family friendly, flexible working arrangements, with forums and inclusive facilities to support our staff. #EqualityatYork