Please note, this vacancy is open to current University of Glasgow employees only

Job Purpose

The Student Services Enquiry Team Lead is responsible for managing and leading the team that provides high-quality, front-line support to students by responding to enquiries about university services, resources, policies, and general student life. This role involves both direct student interaction and operational management, ensuring timely and accurate responses to student queries while maintaining excellent customer service standards.

Main Duties & Responsibilities

1. Team Leadership and Supervision:

*        Lead and supervise a team of enquiry staff, providing guidance, training, and ongoing support to ensure high standards of service.

*        Assign and monitor workloads to ensure that all enquiries are addressed in a timely and efficient manner.

*        Conduct regular team meetings to discuss issues, improve processes, and ensure team morale.

*        Conduct performance evaluations, provide constructive feedback, and assist in the professional development of team members.

2. Customer Service:

*        Ensure that students receive accurate, timely, and appropriate responses to their enquiries regarding university services, admissions, accommodation, fees, and more.

*        Maintain a positive, approachable, and professional service environment that fosters student satisfaction.

*        Assist students in resolving issues and guide them to appropriate resources or departments when necessary.

3. Operational Management:

*        Monitor and assess the performance of the enquiry service, identifying areas for improvement in both staff efficiency and student satisfaction.

*        Oversee the tracking and reporting of student enquiries, ensuring that all communications are logged correctly.

*        Ensure all university policies and procedures are adhered to when handling student queries.

4. Process Improvement:

*        Utilising technology review and improve existing systems, procedures, and communication channels to enhance the student experience.

*        Develop and implement strategies for streamlining service delivery and reducing student waiting times.

5. Collaboration and Liaison:

*        Work closely with other university departments (e.g., Reach Out, Admissions, Finance, Registry) to ensure the accuracy and consistency of information provided to students.

*        Liaise with other teams to escalate or resolve complex queries and ensure seamless service delivery.

6. Reporting and Administration:

*        Prepare and submit reports on team performance, student feedback, and common enquiries to senior management.

*        Maintain accurate records of student interactions utilising UoG helpdesk (Ivanti) and follow up on unresolved enquiries.

7. Training and Development:

*        Design and deliver training programmes for new team members and refreshers for existing staff to keep them informed on university updates, policies, and systems.

*        Foster a culture of continuous learning and development within the team.

Knowledge, Qualifications, Skills & Experience

Knowledge/Qualifications

Essential:

A1 Understanding of student services in a higher education environment.

A2 Familiarity of University systems, policies, and procedures.

A3 Customer service principles and best practice

A4 Degree or equivalent experience in a relevant field (e.g., education, administration, customer service) and/ or evidence of ongoing professional development.

Desireable:

B1 Awareness of current trends and challenges in higher education.

Skills

Essential:

C1 Strong leadership and team management skills.

C2 Excellent written and verbal communication skills tailored to a diverse student population.

C3 Strong problem-solving and decision-making abilities.

C4 Ability to work under pressure and handle multiple enquiries simultaneously.

C5 Proficiency in office software and customer relationship management (CRM) systems (e.g. Ivanti).

C6 Ability to maintain confidentiality and handle sensitive information with discretion.

Desireable:

D1 Proficient in data analysis and reporting.

Experience

Essential: 

E1 Proven experience in a supervisory or team leader role.

E2 Experience in a customer facing environment, preferable in higher education.

E3 Experience in process improvement and implementing service enhancements.

Desirable:

F1 Previous experience of delivering training to staff

F2 Previous experience of performance management.

F3 Experience of recruitment and selection

Terms and Conditions

Salary will be Grade 6, £33,482 - £37,174 per annum.

This post is full time and fixed term for up to 6 months from start date

Closing Date: 23:45 21st July 2025

Please Note: The University would consider a secondment opportunity for this post. Applicants should seek clearance for release for secondment from their employers / line manager before making a formal application.

The University of Glasgow has a responsibility to ensure that all employees are eligible to live and work in the UK.  If you require a Skilled Worker visa to work in the UK, you will be required to meet the eligibility requirements of the visa route to be assigned a Certificate of Sponsorship.

Please note that this post may be eligible to be sponsored under the Skilled Worker visa route if tradeable points can be used under the Skilled Worker visa rules. For more information please visit: https://www.gov.uk/skilled-worker-visa.

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University  https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.