Knowledge & Experience
Location: Tower Hill and/or Aldgate
Working Model: Onsite
Reporting to: Head of Student Hub
Direct Reports: Student Support Officers
Contract: Full time, Permanent
This is a full time position (5 days a week) weekend work will be required for this role as we are open 7 days a week.
Role Summary
The Team Leader – Student Hub is responsible for overseeing the daily operations of the Student Hub, ensuring the delivery of high‑quality customer service and support to students. This role provides leadership to the Student Hub Advisors, coordinates workflows, and ensures that student queries are managed efficiently and consistently. The Team Leader acts as a key link between students, academic administration, and wider support services, driving service excellence and continuous improvement.
Key Responsibilities
Leadership & Supervision
- Manage and support a team of Student Support Officers, providing guidance, coaching, and performance feedback.
- Allocate tasks and monitor workloads to ensure timely resolution of student queries.
- Foster a positive, collaborative, and student‑focused team culture.
Student Support & Service Delivery
- Oversee the handling of student enquiries across multiple channels (in‑person, phone, email).
- Ensure accurate and consistent advice is provided on campus services.
- Escalate complex issues to appropriate departments and ensure follow‑up.
Operational Management
- Monitor service performance against agreed KPIs (response times, resolution rates, satisfaction scores).
- Maintain accurate records of student interactions in line with data protection standards.
- Produce regular reports on service delivery, trends, and areas for improvement.
Continuous Improvement
- Identify opportunities to enhance processes, systems, and student experience.
- Lead initiatives to embed student voice in service innovation and operational delivery.
- Support the implementation of new technologies and service models.
Collaboration & Communication
- Act as a liaison between the Student Hub, academic departments, and professional services.
- Contribute to cross‑departmental projects and committees.
- Communicate service updates and changes clearly to staff and students.
About You
Knowledge & Experience – Essential
- Educated to degree level or relevant experience in a similar role.
- Experience in a student support focused role, delivering a high level of customer service.
- Good working knowledge of standard IT systems and databases.
- Evidence of effective team working.
- Experience of maintaining clear and accurate records.
- Ability to interpret and work with complex regulation and policy.
Knowledge & Experience – Desirable
- Experience of working within the Higher Education sector.
Essential – Skills & Attributes
- Strong leadership and team management skills.
- Excellent IT skills including MS Office suite.
- Excellent organisational and time management skills.
- Excellent communication and interpersonal skills to communicate effectively and sympathetically with staff and students.
- Ability to develop good working relationships at all levels.
- Excellent written and oral communication skills, with a high level of accuracy and attention to detail.
- Able to manage and prioritise a high workload, often working to tight deadlines.
- Willingness to learn and apply new systems and processes.
- Experience and sensitivity of working with people from a wide range of cultures.
- Ability to work independently as well as the ability to contribute as an active member of the team within the designated course area.
- Conscientious and motivated with a methodical approach.
- Adaptable and flexible, with the ability to learn new skills quickly.
- Student focused, with a friendly and helpful attitude.
Desirable – Skills
- Ability to process statistical information.
What We Offer
- Competitive salary
- 20 days annual leave
- Pension 5% personal contribution & 3% company contribution
- Season Ticket Loan (T&C’s apply)
- Vision Express Eye Care Vouchers
- Training & Development opportunities (T&C’s apply)
- Staff Discount Scheme – via My Rewards Hub, from various retailers – Fashion, Grocery, Health & Beauty, Travel, Automotive, Furniture, Dining, Sports and Leisure, Electronics etc
- Refer a friend scheme for staff members (T&Cs apply).
- Social events on campus and through GUS Social Committee *GOSH – GUS on Staff Happiness*.
- Professional development opportunities, including training and career progression pathways.
- Employee wellbeing programmes and access to counselling services.
Why Join Us?
- Make a meaningful impact on students’ academic success, confidence and career progression.
- Be part of a collaborative, diverse community that values creativity, innovation and inclusion.
- Access professional development, training, and career progression opportunities.
- Help shape the future of contemporary arts education in London.
If you are passionate about supporting students to achieve their full potential, we would love to hear from you.
Our Approach
We are committed to ensuring our workforce is reflective of our diverse student population, striving to increase the representation of age, disability, gender identity and expression, religion, race, sex, sexual orientation, and socio‑economic background of our employees.
We’re also committed to providing adjustments to those who may require support with the recruitment process – please contact the LCCA Talent Acquisition Team, collegedivisionrecruitment@gus.global.
For this opportunity, you must be able to prove you have the right to work in the UK – if in doubt please visit the following link: Employers’ right to work checklist – GOV.UK (www.gov.uk). We are not a licensed sponsor.
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