Reporting to the Head of Advice Services, you will manage the Student Centre Assistants and the Centre’s day-to-day operations across in-person, email, telephone and online channels. You will plan staffing and service cover, develop clear procedures, coordinate administrative support for Student Life teams and use service information and student feedback to improve the experience we provide. You will work closely with specialist colleagues, ensuring timely referrals and clear handovers while respecting their responsibilities and reporting lines. 

A key priority will be to lead attainment and ongoing maintenance of the Customer Service Excellence Award for the SSC, embedding evidence-led service standards and continuous improvement in day-to-day delivery. You will use ticketing and case management systems confidently, run reports on service standards and utilisation, and interpret operational data alongside student feedback to shape provision, allocate resources and evaluate improvements. 

Key Responsibilities and Priorities 

• Lead welcoming, accessible and consistent front-line advice, enquiry handling and triage. 
• Manage and develop Student Centre Assistants, setting clear expectations and supporting effective delivery. 
• Plan workloads, rotas and available space to maintain service continuity during absence and peak demand. 
• Agree practical referral, handover and administrative support arrangements with partner teams. 
• Improve procedures, student-facing information and service delivery using feedback and enquiry trends. 
• Lead attainment and maintenance of the Customer Service Excellence Award, coordinating evidence, improvement actions and ongoing review with the Head of Advice Services and relevant partners. 
• Use ticketing and case management systems to maintain reliable service records, run reports on service standards, utilisation and demand, interpret trends and evidence, and translate findings into service provision and measurable improvements. 
• Maintain accurate records and reporting, appropriate confidentiality and clear escalation arrangements. 
• Provide operational health and safety support for the SSC, working with relevant University colleagues.

About You 

You will bring significant staff management or supervisory experience in a fast-paced, customer-facing environment, alongside experience of coordinating service delivery and applying policies and procedures accurately. You will be an organised, collaborative communicator who can handle confidential information and challenging enquiries with tact, maintain clear professional boundaries and support colleagues under pressure. You will understand service processes from the student perspective and use feedback and operational information to make practical improvements. 

You will be educated to graduate level or have equivalent relevant experience, with strong written and administrative skills. You will be data literate and confident using ticketing and case management systems, running reports on service standards and utilisation, checking data quality and interpreting evidence to inform service provision and improvement. You will be able to translate findings into clear recommendations and evaluate the impact of changes. You will bring an evidence-led approach to attaining and maintaining the Customer Service Excellence Award. Experience in Higher or Further Education and a relevant professional qualification would be advantageous but are not essential. Experience of a particular product such as TopDesk is desirable; capability with relevant ticketing and case management systems is a core requirement.

Please visit our website http://www.aston.ac.uk/jobs for further information and to apply online.  

Closing Date: 16 Nov 2026

Unit: Managerial & Professional

Salary: £39,560 to £46,970

Within this vision, the Student Life Directorate plays a central role in assisting students from transition through to successful completion, providing expert guidance on engagement, wellbeing and student success.

We are seeking a Student Wellbeing Case Manager to join Aston University’s Student Life Directorate. 

The role holder will provide expert oversight of complex wellbeing case management, triage coordination, caseload scheduling, risk escalation and defensible practice. This role will suit someone with strong professional judgement, excellent case coordination skills and the ability to maintain safe, consistent and defensible practice in a complex wellbeing environment.

Key Responsibilities and Priorities

• Complex wellbeing, safeguarding and risk-related case oversight
• Triage, allocation, review and escalation processes
• Caseload scheduling and capacity monitoring
• Clear case summaries, recommendations and defensible records
• Calm, professional judgement in urgent, complex and ambiguous situations

About You

• You will hold a relevant professional qualification in mental health, counselling, social work, nursing, psychology, occupational therapy, safeguarding or a related discipline, and have equivalent substantial professional experience.
• You bring significant experience in complex case management, triage, referral or risk-related work.
• You can remain calm and systematic when situations are urgent, sensitive or ambiguous.
• You understand the importance of high-quality records, professional boundaries and timely escalation.
• You can support practitioners and managers through effective oversight of caseloads, capacity and review points.
• You will be confident working within confidentiality, safeguarding, information-sharing and data protection requirements, maintaining accurate and defensible records in a high-accountability wellbeing environment.
• Experience within Higher Education, young adult support, clinical supervision processes, service scheduling or electronic case management systems would be advantageous.

What We Offer

• A dynamic and vibrant campus located within Birmingham city centre, with excellent transport links by bus and train.
• Excellent training and development opportunities.
• A generous annual leave scheme with 25 days’ bookable leave and a further 13 days’ bank holiday and University Closure days.
• Everyday discounts for a range of activities and retailers.
• Great family-friendly policies.
• On-site gym and pool, with discounted staff membership available.

Please complete the full application form, as CVs and cover letters are not visible to the shortlisting panel until after shortlisting has been completed.

This role may meet the requirements for Skilled Worker visa sponsorship. If you require sponsorship, Aston University will assess eligibility if you are shortlisted for the role. Please note we are unable to confirm individual eligibility before shortlisting. See here for more information on Skilled Worker visa eligibility: https://www.gov.uk/skilled-worker-visa

Closing Date: 30 Nov 2026

Unit: Managerial & Professional

Salary: £38,784 to £46,970 per annum