About us

Student and Registry Services supports the full student lifecycle at UCL from widening participation activity through to graduation and beyond. We also deliver support for the policy framework and operational infrastructure that underpins a high quality student experience. Our core departments cover Access and Widening Participation, Undergraduate and Postgraduate Admissions, Student Funding, Immigration Compliance and Advice, Education Services, Student Operations, Student Support and Wellbeing, Study Abroad, Student Welcome and Office for Students Compliance activities. We work collaboratively across UCL to support the delivery of an outstanding student experience in a dynamic world leading university. UCL Student Support and Wellbeing Services is part of Student and Registry Services and is responsible for providing a range of services that centre around supporting students in all aspects of their university life and student experience. Student Support and Wellbeing plays a key role in helping students to thrive and reach their full academic potential and get the most of their time at UCL. The teams within Student Support and Wellbeing are the Student Enquiries Centre, Study Abroad and International Student Support, Disability Mental Health and Wellbeing, Student Psychological and Counselling Services, Student Support and Wellbeing Business Partners and the Student Advisers, Development Campaigns and Projects, Faith Support and Warden and Student Residence Adviser Support. The The Student Enquiries Centre is a customer services excellence accredited service and is the first point of contact for most student enquiries, both in person and via UCL's student enquiries management system, askUCL. The Student Enquiries Centre is a core Student Support and Wellbeing service providing information, advice and support to all registered students and recent graduates.

About the role

The Head of the Student Enquiries Centre is responsible for developing and delivering a UCL strategy for student enquiries management and the enhancement and further expansion of the UCL Student Enquiries Centre operations and activities; including the delivery of student enquiries for UCL East. The role holder is also responsible for participating in both the Student Experience and Education Change Portfolios, the institutional vehicles for delivering change and improvements across all our activities. UCL has started a significant transformation programme for student enquiries management across UCL. The Head of the Student Enquiries Centre will have a pivotal role in driving UCL’s institutional approach to student enquiry management and an outstanding student experience. If you have any enquiries about the role please contact Denise Long - denise.long@ucl.ac.uk

About you

You will be an experienced higher education professional with a thorough knowledge of the opportunities and challenges across the sector. You will have a well-developed knowledge of the Customer Service Excellence accreditation framework and be able to demonstrate expertise in managing a successful and large scale student service. We are looking for someone who has experience of developing strategy and procedures in a university environment with a clear focus on practical implementation. You will also be experienced in using and presenting data and take an evidence based approach to implement change and improvements. You will have excellent communication skills and will be able to lead and inspire a team though supportive and emotionally intelligent leadership. We are looking for someone who can work with a wide range of stakeholders, and importantly work with our students. The role does require flexibility for some out of hours working over occasional weekends and UCL closure periods.

What we offer

As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below: • 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days) • Additional 5 days’ annual leave purchase scheme • Defined benefit career average revalued earnings pension scheme (CARE) • Cycle to work scheme and season ticket loan • Immigration loan • Relocation scheme for certain posts • On-Site nursery • On-site gym • Enhanced maternity, paternity and adoption pay • Employee assistance programme: Staff Support Service • Discounted medical insurance Visit https://www.ucl.ac.uk/work-at-ucl/reward-and-benefits to find out more.

Our commitment to Equality, Diversity and Inclusion

As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below: • 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days) • Additional 5 days’ annual leave purchase scheme • Defined benefit career average revalued earnings pension scheme (CARE) • Cycle to work scheme and season ticket loan • Immigration loan • Relocation scheme for certain posts • On-Site nursery • On-site gym • Enhanced maternity, paternity and adoption pay • Employee assistance programme: Staff Support Service • Discounted medical insurance Visit https://www.ucl.ac.uk/work-at-ucl/reward-and-benefits to find out more.