ASK Service Manager (Walsall & Telford)
We are looking for an ASK Service Manager (Walsall & Telford).
ASK@WLV is a student‑driven service that acts as the first point of contact for all student enquiries, offering information, advice and guidance online, by telephone and in person.
As an experienced leader you will foster positive relationships, motivate others, resolve conflict, implement strategy and embed a culture of inclusivity and customer care.
Working collaboratively with the ASK Service Manager (City) you will adhere to service standards, ensure consistency and effective utilisation of resources, and continue to develop the service and staff by providing clear direction.
You will identify and resolve obstacles in the student journey and improve the staff experience through data‑driven decisions, persuasion and negotiation. As an advocate for the service you will foster positive relationships, undertake regular liaison with colleagues across the university, facilitate the efficient and effective exchange of information, understand campus nuances, influence process owners to resolve significant or long‑term problems, stay abreast of regulatory changes and raise the profile of ASK.
Role and Responsibilities
* Collect service data and customer feedback through various mechanisms to analyse, identify and present trends and anomalies which form the basis of operational decisions.
* Facilitate the efficient and effective exchange of information and act as a key contact.
* Manage large‑scale events and allocate resources effectively while ensuring friendly and professional service delivery.
* Maintain and produce up‑to‑date written procedures and guidance and embed learning across the team, including delivery of a range of team training.
* Understand the student life cycle, ensure excellent customer service and consistency across multiple service points, and maintain performance against quality targets and standards.
Requirements
* Confidence and proven ability to motivate, lead and develop staff, providing clear direction and setting expectations.
* Demonstrable experience of managing and ensuring legislative and process compliance.
* Evidence of continuous improvement in practices and procedures.
* Proven ability to communicate and create good working relationships across all levels of an organisation.
Due to the nature of this role as a support function for students, all ASK@WLV staff are required to be on site; hybrid working is not available. Full flexibility is maintained to respond to changes in student needs and journeys.
Freedom of Speech and Academic Freedom
The University of Wolverhampton recognises and protects the rights to freedom of speech and academic freedom within the law. We are committed to ensuring that lawful expression of ideas, beliefs and opinions does not result in disadvantage in recruitment, employment or progression. An offer of employment will never be denied based on an individual’s lawful expression of their beliefs, ideas or opinions.
Equality, Diversity and Inclusion
The University of Wolverhampton is an equal opportunities employer and welcomes applications from all sections of the community.
* Prevent unlawful discrimination and harassment.
* Promote equality of opportunity.
* Foster an inclusive environment where colleagues are treated with dignity and respect.
We strive to create a workplace where colleagues have the confidence and freedom to be themselves, while working professionally and in accordance with equality legislation and University policies.
Your Benefits
* Competitive salaries
* Standard‑Life Pension scheme – employer contribution up to 12% of defined contribution
* Long Service Recognition – £200 gift voucher, certificate and afternoon tea with the Vice‑Chancellor for 25 & 40 years of service
* Free Will Writing Service – complimentary will drafting for employees and their partners
* IT & Mobile Discounts – EE Perk 20% off for family & friends and software discounts
* Wellbeing and Mental Health Support – 24/7 access to an EAP service, free counselling sessions, wellbeing resources and Occupational Health Service
* Gym membership discounts at Walsall Campus and discounts at WV Active sites in Wolverhampton
* Eye care support – free eVoucher for eye tests and glasses contribution
* Flu vaccinations – free flu vaccinations for staff
* Paycare Health Benefit Plan – covers optical, dental, physiotherapy and personal accident insurance
* Chaplaincy & Prayer Rooms – access to multi‑faith chaplaincy services
* Generous annual leave
* Flexible & agile working – flexible and hybrid working arrangements where possible
* Free on‑site parking across campuses
* Cycle benefits scheme – save up to 42% on a bike and accessories via salary sacrifice
* Tusker Electric Vehicle Scheme – electric cars via salary sacrifice
* Employee discounts on groceries, fashion and entertainment
* Travel discounts – up to 10% off holidays through Sodexo Circles
* Staff network and inclusion – access to support networks and events with LGBTQ+, Global Majority, Disability and Women’s networks
* Library access – staff have access to books and resources at onsite libraries
* Staff scholarship scheme – funding for part‑time higher education, up to PhD level
* Leadership and management development – access to training opportunities to advance in career
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