Jane Lee

Experience

• 

  University of East London

  Apr 2007 - now

  •Leadership and Team Management: support the senior management team in motivating and directing staff to achieve high standards of service. Experience in co-managing around 25 staff, including overseeing induction, performance reviews, disciplinary matters, and career development.• Operational Management: Responsible for managing day-to-day operations, prioritising tasks, and allocating resources efficiently to handle varying demands across helpdesks and telephone services. Capable of maintaining adequate cover through rota management and providing cover when necessary.•Quality Control: ensure robust quality control mechanisms are in place and maintained to meet service standards.•Training and Development: Evaluate and address the professional development needs of team members, planning and delivering activities to enhance their skills, knowledge, and behaviours. Ability to support ongoing training based on feedback and identified needs.•Policy and Procedure Development: Develop and maintain appropriate procedures and policies, ensuring effective communication and updates to the team through various channels.•Stakeholder Engagement: Proactive in liaising with internal and external stakeholders to forecast and meet resource demands. Acts as a liaison for designated schools or services, guiding Hub processes.•Customer Service: Champion a customer-focused approach within the team, promoting and supporting customer-oriented behaviours.•Strategic Contribution: Participate in the Hub management team, contributing to the strategy for Hub support services.•Administrative Oversight: Manage administrative tasks such as monitoring sickness, absences, timekeeping, and arrangements for annual leave. Show less • I support the Student Hub helpdesk, administration team and telephone advisors in complex and challenging queries. • I oversee and ensure smooth operations with staff allocation resources to ensure consistency and continued service are delivered face-to-face, online and on the phone. • I continually monitor and review service delivery to ensure compliance with agreed timeframes, expectations, key performance indicators and service level agreements, providing feedback to the team members, setting clear expectations, and improving customers’ experience and satisfaction. • I work closely with the Management team to recommend, develop and implement service Improvements. • I assess extenuation applications, sit in panel outcomes and communicate extenuating decisions to students.• I involve in student disciplinary meetings and provide feedback according to institutional policies. • I work collaboratively with the school office and other services in resolving students’ queries. • I involve in various projects to support and improve the team’s knowledge-based and succession planning.• I coach and mentor Student Hub advisors to provide an efficient and high level of internal support and identify their training needs. • I updated the service details on the departmental intranet website and in SharePoint• I deliver training to enable and embed service resilience • I represent the team in various university-wide service improvement projects, engaging with relevant stakeholders, groups, and committees across the university to influence change Show less Responsible for day-to-day activities at the Student Hub helpdesk, providing support to students and ex-students. This included providing or dealing with: Full range of students’ enquiries throughout the institution Ensured the accuracy of students’ records and liaised with different support services to update changes if needed. Provided documentation requested. This included letters, replacement certificates and transcripts according to institutional protocol Coordinated with other support services with appointment bookings. Implemented high-quality customer service Trained newcomers and temporary staff Show less

  • Student Hub Manager

    Mar 2023 - now

  • Student Hub Senior Advisor

    Jul 2018 - Mar 2023

  • Student Support Hub Advisor

    Jan 2015 - Jul 2018

  • Student Services Helpdesk Advisor

    Jul 2008 - Dec 2014

  • Cashiers

    Apr 2007 - Jul 2008