Deputy Operations Manager (Worklink) - Campus Services - 81710 - Grade 7

The University of Birmingham is a global institution working within a diverse and vibrant City, offering an inspiring education to our students, and undertaking critically important research. We are a place of open, critical thinking, and the creation, sharing and dissemination of knowledge. Professional Services put students at the heart of all they do and enable an exceptional educational experience. They provide outstanding support to our researchers and help the University to grow its influence regionally, nationally, and globally. They ensure the University's resources are used wisely, manage and improve the infrastructure which sits at the heart of the institution, and support decisions to be made quickly and based on sound evidence. Our Birmingham Professional programme operates across the University, supporting colleagues to network and collaborate, offering opportunities to learn and develop, contributing to the delivery of the University's objectives, and helping everyone to
understand the broader context within which we work.

Role Summary

Campus Services (CS) employs over 900 staff with a turnover exceeding £65m in the last financial year. CS plays a key role in the quality of the student, staff, and visitor experience, providing services across diverse areas such as the University's sporting facilities, food and beverage, cleaning, conferencing, hotel operations, day nurseries, Portering, post, branded and own-brand retail outlets, visitor services and attractions (e.g., Winterbourne House & Gardens), student housing, transport, waste disposal and recycling. CS is a highly commercial organisation operating within the University context and has an ambitious strategic agenda, in terms of growing our service profile across both our Birmingham and Dubai campuses.

Worklink is the University of Birmingham's on campus student casual work recruitment service, dedicated to helping students find flexible work on campus while they study. Our service enables students to earn money while thy study, develop new skills through working in University roles and boosting their employability. We support University managers with our recruitment expertise to help them to find the best student candidates for their vacancies.

As part of the leadership team, the post holder will support the Head of Worklink in the leadership and operational management of the department, leading and motivating intermediary managers and a wider team, identifying and implementing service improvements, ensuring systems remain accurate and up to date, providing advice and procedural guidance when overseeing service delivery and supporting the team to achieve excellent service standards in line with Service Level Agreements, compliance and quality standards.

The Deputy Operations Manager will ensure that high-quality and professional service is delivered to students and hiring managers. The post holder will represent the University in a professional manner, building two-way partnerships with a wide range of stakeholders and seeking opportunities to maximise the service offering., To support the management of the University's student casual work service, monitoring performance, ensuring that cases/system activity is completed accurately and conducting regular individual with team members.

• Lead team meetings and individual team activity to include performance, staff recruitment, resourcing, quality assurance, prioritisation of work and staff welfare.


• Support the team to achieve their service standards and work to achieve these through effective training and guidance, using appropriately directed strategies to support a commitment to quality.


• Contribute to formulation of service strategy and lead on operational implementation, independently making operational decisions to ensure successful service delivery.


• Act as a source of information and expert advice about service administration activities.


• To advise colleagues on system activity and University policy and procedures when required.


• To oversee and authorise activity within Core Systems, using reports to ensure accuracy and compliance, and providing training to administrators where required.


• To contribute to identifying and delivering new service opportunities to better meet customer needs and maximise the student and staff experience.


• To identify and deliver improvements to processes so they remain effective and fit for purpose, ensuring that guidance and process maps remain up to date.


• Working collaboratively with the Head of Worklink and colleagues from HR, Payroll and other University services such as the International Student Team and Careers Network, supporting others as required.


• To plan and support the ongoing training for Core systems and monitor effectiveness including developing proposals for proposed system enhancements.


• To manage resource required for Core System testing and other project related activity on top of the delivery of day to day administrative activities.


• Ensuring the values and behaviours framework is active within the office and being followed by individuals, fostering a positive working culture, and leading by example.


• As a member of the Worklink management team, act as a point of escalation for complaint resolution.


• Oversee the delivery of high profile and/or complex projects and recruitment campaigns.


• Responsible for or overseeing change and innovation for the service and being responsible for developing and growing the service.


• Deputise for the Head of Worklink in their absence, including representing the service at meetings and on working groups.

+ Undertake work for Facility Services and Campus Services on wider initiatives/ projects and to undertake any other duties as required, commensurate with the post.


• Educated to Degree level (or equivalent qualifications) or relevant technical qualification and considerable relevant experience.


• Strong line management experience with ability to inspire and motivate a team.


• Experience of managing through others is desirable.


• Experience of an HR Shared Service or recruitment service


• Excellent communication skills with ability to operate comfortably at a senior level.


• High level of attention to detail and accuracy.


• Excellent organisational skills and ability to work under pressure.


• Good working knowledge of standard Microsoft Office software and other software


• Ability to work flexibly but effectively both in a team and independently.


• Experience in a customer focused environment of driving innovation and change.


• Experience of managing escalated complaints. Knowledge of the protected characteristics of the Equality Act 2010, and how to actively ensure in day to day activity in own area that those with protected characteristics are treated equally and fairly.


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  We believe there is no such thing as a 'typical' member of University of Birmingham staff and that diversity in its many forms is a strength that underpins the exchange of ideas, innovation and debate at the heart of University life. We are committed to proactively addressing the barriers experienced by some groups in our community and are proud to hold Athena SWAN, Race Equality Charter and Disability Confident accreditations. We have an Equality Diversity and Inclusion Centre that focuses on continuously improving the University as a fair and inclusive place to work where everyone has the opportunity to succeed. We are also committed to sustainability, which is a key part of our strategy . You can find out more about our work to create a fairer university for everyone on our website .