We are seeking a Student Solutions Centre (SSC) Manager to lead a welcoming, responsive and consistent first point of contact for students at Aston University. Part of Student Life, the SSC helps students resolve enquiries and access the right information, advice and specialist support throughout their studies.
Reporting to the Head of Advice Services, you will manage the Student Centre Assistants and the Centre’s day-to-day operations across in-person, email, telephone and online channels. You will plan staffing and service cover, develop clear procedures, coordinate administrative support for Student Life teams and use service information and student feedback to improve the experience we provide. You will work closely with specialist colleagues, ensuring timely referrals and clear handovers while respecting their responsibilities and reporting lines.
A key priority will be to lead attainment and ongoing maintenance of the Customer Service Excellence Award for the SSC, embedding evidence-led service standards and continuous improvement in day-to-day delivery. You will use ticketing and case management systems confidently, run reports on service standards and utilisation, and interpret operational data alongside student feedback to shape provision, allocate resources and evaluate improvements.
Key Responsibilities and Priorities
- Lead welcoming, accessible and consistent front-line advice, enquiry handling and triage.
- Manage and develop Student Centre Assistants, setting clear expectations and supporting effective delivery.
- Plan workloads, rotas and available space to maintain service continuity during absence and peak demand.
- Agree practical referral, handover and administrative support arrangements with partner teams.
- Improve procedures, student-facing information and service delivery using feedback and enquiry trends.
- Lead attainment and maintenance of the Customer Service Excellence Award, coordinating evidence, improvement actions and ongoing review with the Head of Advice Services and relevant partners.
- Use ticketing and case management systems to maintain reliable service records, run reports on service standards, utilisation and demand, interpret trends and evidence, and translate findings into service provision and measurable improvements.
- Maintain accurate records and reporting, appropriate confidentiality and clear escalation arrangements.
- Provide operational health and safety support for the SSC, working with relevant University colleagues.
About You
You will bring significant staff management or supervisory experience in a fast-paced, customer-facing environment, alongside experience of coordinating service delivery and applying policies and procedures accurately. You will be an organised, collaborative communicator who can handle confidential information and challenging enquiries with tact, maintain clear professional boundaries and support colleagues under pressure. You will understand service processes from the student perspective and use feedback and operational information to make practical improvements.
You will be educated to graduate level or have equivalent relevant experience, with strong written and administrative skills. You will be data literate and confident using ticketing and case management systems, running reports on service standards and utilisation, checking data quality and interpreting evidence to inform service provision and improvement. You will be able to translate findings into clear recommendations and evaluate the impact of changes. You will bring an evidence-led approach to attaining and maintaining the Customer Service Excellence Award. Experience in Higher or Further Education and a relevant professional qualification would be advantageous but are not essential. Experience of a particular product such as TopDesk is desirable; capability with relevant ticketing and case management systems is a core requirement.
Please visit our website
http://www.aston.ac.uk/jobs for further information and to apply online.
The University celebrates the rights of freedom of speech and academic freedom and is committed to maintaining and protecting these rights within the law. An offer to work at Aston University will never be denied on the basis of an individual’s lawful expression of their beliefs, ideas or opinions.
Aston University is an equal opportunities employer and welcomes applications from all sections of the community. It promotes equality and diversity in all aspects of its work. We strive to have robust inclusivity strategies in place, to encourage colleagues to have the confidence and freedom to be themselves in the workplace. For more information, visit: https://www2.aston.ac.uk/about/inclusive-aston
Guidance on AI-Assisted Applications
While we cannot prevent applicants from using AI tools to support their application, we ask that all submissions reflect your own experience, achievements, and motivations. We want to understand what you personally bring to the role, so please ensure your application represents your own voice and capabilities.
We recognise the value of flexible working. Please contact the recruiting manager to discuss what flexible working options are available for particular roles.
If you require the job details document or an application form in an alternative format please contact the recruitment team at recruitment@aston.ac.uk
