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Student Services Manager

Economics and Related Studies
Based at
University of York - Heslington Campus
Hours of work
Contract status
39,609 - 48,677 a year
Posted Date
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Job Reference

Role Description


The Student Services Manager is a key member of the Department's Management Team.  Reporting directly to the Head of Department, they will contribute towards a broad remit including informing the future shape and direction of student services within the department and providing advice to DMT.  The role holder will contribute proactively and expertly to the delivery of a highly efficient and effective student professional services provision, enabling the successful delivery of the department's strategic objectives.

The role holder will lead and line manage the Student Services team in relation to all activities which support the student life-cycle, from pre-admission through to graduation.  They will embed a culture of continuous improvement and innovation to drive efficiencies. 

The Student Services Manager will enable the effective delivery of a high quality service to our students and will be committed to excellence in service provision, aimed at enhancing the student experience.

The role carries a high level of autonomy and the role holder will be self-motivated, flexible and resilient. 


The role holder will:

  • Line manage and lead the Student Services Team; set overall goals, workloads and direction of the team, take team management decisions and optimise resource to ensure that work area objectives are consistently met.
  • Manage all processes from enquiry through to graduation, including all aspects of the student life-cycle, for the departments undergraduate, postgraduate taught, postgraduate research and distance learning students. 
  • Ensure that all student services are rigorous, effective and support excellence in the student experience.
  • Provide expert detailed advice and guidance for staff, students, Departmental Committees and external customers, on the implementation of the University's academic ordinances, policies procedures and regulations, and their application to students, staff and programmes of study. 
  • Collaborate regularly with the academic leads of Departmental Committees, developing strategies and initiatives to enhance the student experience.
  • Take the lead on cases where students are in particular distress / difficulty and in need of support for a range of complex personal, health and psychological issues and those with a Student Support Plan.  
  • Continually review, evaluate and improve the Department's administrative processes and functions in relation to student support and student related data (electronic or otherwise).  Ensuring that practises are efficient, robust and flexible. 
  • Coordinate and report on feedback from our students on their experiences with a view to improving service delivery to students and other stakeholders.  Playing a strategic and lead role in activities associated with TEF and in interpreting and responding to the NSS, PTES, PRES & DLHE student surveys. 

Skills, Experience & Qualification needed

You will be educated to degree level (or equivalent qualification) or you will have substantial previous experience in a senior leadership capacity.  You will be a highly motivated and resilient individual, able to demonstrate a creative solution-focused approach to the delivery and continuous improvement of excellent service delivery.

You will have a thorough knowledge and understanding of a range of aspects of teaching and learning administration in an educational setting, including the student journey from pre-admissions and recruitment, through to graduation.  Knowledge of the policies and procedures underpinning the provision of support and guidance to students (including welfare issues), and of the regulations for protecting personal data are also essential.  You will understand the importance of, and principals involved in, providing an excellent student experience.

You will have the ability to lead and manage a team and review strategic and operational processes to ensure maximum efficiency.  With excellent interpersonal and communication skills you will be skilled at influencing and negotiating and in ensuring the delivery of an outstanding level of service.  You will have a high degree of attention to detail and be highly organised and flexible with the ability to oversee multiple projects simultaneously.

With experience as a senior administrator in a complex organisation, you will be accustomed to leading and motivating others and of delivering/directing a high quality customer service in a HE setting.  Your IT skill will be strong, with expertise in manipulating databases and spreadsheets, and establishing/managing online information.   You will be able to evidence a track record of continuous improvements to services, processes and procedures. 

Interviews will be taking place on 3 June 2019. 


The University is committed to promoting a diverse and inclusive community  – a place where we can all be ourselves and succeed on merit. We offer a range of family friendly, inclusive employment policies, flexible working arrangements, staff engagement forums, campus facilities and services to support staff from different backgrounds.

      Athena Swan Bronze               

A place where we can ALL be ourselves #EqualityatYork



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