Student Experience Manager – Help Hub

Bath Spa Live

. Lead the development and operational delivery of Bath Spa University’s Help Hub .

Posted 11/11/2026full-timeUnited KingdomMid-LevelSenior💰 £39,560 - £44,352 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing customer-facing services within higher education, focusing on service improvement, team leadership, and operational excellence. Proficient in utilizing performance data and digital systems to enhance student support and experience.

Highest-signal resume keywords

Customer-Facing Service ManagementService ImprovementPeople LeadershipDigital LiteracyHigher Education Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Service ImprovementPerformance ManagementBudget ManagementCase Management SystemsOperational Change

Soft Skills

CommunicationPartnership WorkingTeam Leadership

Tools & Technologies

CRM SystemsDigital Systems

Certifications & Qualifications

Management Qualification

Industry Keywords

Student SupportSafeguardingWellbeing Frameworks

About the role

Key responsibilities & impact

Lead the development and operational delivery of Bath Spa University’s Help Hub
Oversee and continually improve Help Hub service delivery across the University’s Bath campuses and channels
Lead and develop Help Hub Team Leaders
Ensure high standards of service, effective staffing and a consistent, joined-up approach to student support
Collaborate with specialist, academic and professional services on triage, referrals and case coordination
Use performance data and student feedback to drive service improvements
Lead the development of Help Hub processes, resources, digital systems and operating model
Deliver an accessible, responsive and high-quality student experience

Requirements

What you’ll need

Significant experience managing customer- or student-facing services and leading teams through supervisors or managers
Experience delivering service improvement and operational change while maintaining service standards
Ability to manage performance, service quality and customer satisfaction using operational evidence
Strong people leadership, communication and partnership working across a complex organisation
Strong digital literacy and experience supporting implementation of new service systems
Experience working in higher education
Knowledge of student support, safeguarding and wellbeing frameworks
Experience implementing CRM, enquiry or case-management systems
Experience managing budgets and workforce resources
Management qualification or equivalent leadership development

Benefits

Comp & perks

Generous pension scheme (Local Government Pension Scheme/Teacher's Pension Scheme)
Enhanced paid leave - 41 - 46 days depending on the role (Full Time)
Family friendly policies including hybrid working and flexible work environment
On-site nursery
Sector-leading enhanced maternity scheme
Employee Assistance Programme with on-demand GP appointments, wellbeing support and advice, and access to counselling
Electric Vehicle Scheme
Cycle to Work
Wide range of discounts and financial benefits