Student Experience Helpdesk Manager (676167)

Salary range:  £36,924 - £45,163

FTE:  1.0 (35 hours per week)

Term:  Open

Closing date:  10 January 2025

The University of Strathclyde is a leading international technological university located in the heart of Glasgow. Inspired by our founding principle as "a place of useful learning," our mission is to make a positive difference in the lives of our students, society, and the world.

The Student Experience Directorate is dedicated to enhancing all aspects of student life. Our Student Experience Helpdesk team plays a crucial role in providing comprehensive support services to both students and staff, ensuring that our students thrive academically and personally during their time at Strathclyde.

Located within the Student Advice and Support Service, the Student Experience Helpdesk serves as the first point of contact for students and other stakeholders seeking access to the wide range of services offered by the Student Experience Directorate, as well as general enquiries that may fall outside these specific areas. The team will handle enquiries in person, by telephone, and email. Additionally, the wider team provide essential administrative support to services within the Directorate.

The Student Experience Helpdesk team offers an empathetic and informed first response to students, including those presenting with sensitive issues such as crisis situations, mental health concerns, and gender-based violence, and will escalate or make referrals as needed.
The Student Experience Helpdesk Manager joins us at an exciting time, as the team is set to undergo a transformation, and an expansion of its scope and approach. As part of this role, the successful candidate will actively contribute to shaping this transformation which will move the team toward a more student-centred, dynamic approach, enhancing support functions and broadening the service’s impact on the student experience at the University.

The Student Experience Helpdesk Manager will play a key role in implementing this new direction, overseeing the development of updated processes, establishing a refreshed team identity, and embedding innovative methods to enhance engagement and responsiveness. This opportunity will appeal to individuals who thrive in a collaborative environment and who are motivated to drive continuous improvement. This role offers an exciting opportunity for a proactive, people-oriented individual. This position will be key in ensuring an outstanding experience for our students, empowering them to successfully pursue their academic aspirations.

Interviews are scheduled to take place week commencing 27 January 2025.

For informal enquiries, please contact Lee Harrison, Funding and Financial Support Manager at lee.harrison@strath.ac.uk