Deputy Head of Student Affairs (Operations)

Deputy Head of Student Affairs (Operations)

Department: Guildhall School of Music & Drama
Office Location: Guildhall School of Music & Drama
Level of DBS required for this role: Enhanced
Level of vetting required?: No security vetting is required
Is this a politically restricted post?: No
Does this post require a Baseline Personnel Security Standard (BPSS) check?: No

Salary: £49,140 to £55,000 per annum (including Inner London Weighting)
Contractual Hours: 35 hours
Basis: Fixed-Term Maternity Cover (October 2026 to June 2027)
Workplace category: Hybrid
Attachments: Job Information Pack

Guildhall School is a vibrant, international community of musicians, actors and production artists in the heart of the City of London. Ranked as number one in Arts, Drama & Music by the Complete University Guide 2025, and in the top four in the world for Music and Performing Arts by the QS World University Rankings 2025, we deliver world-class professional training in partnership with distinguished artists, companies and ensembles. A global leader in creative and professional practice, we promote innovation, experiment and research, and are also one of the UK's leading providers of lifelong learning in the performing arts, offering inspiring training for children, young people, adult learners, and creative and business professionals.

We are seeking an accomplished higher education professional to join Guildhall School of Music & Drama as Deputy Head of Student Services (Operations). This is a key leadership role within Student Services, responsible for ensuring that students receive accessible, timely and well-coordinated support throughout their time at Guildhall.

Reporting to the Head of Student Services, you will design, coordinate and continuously improve the end-to-end operational delivery of student-facing services. You will lead day-to-day operations across front-line enquiries, appointments, triage, referral and case coordination, ensuring prompt responses, clear ownership and appropriate escalation in line with service procedures and risk thresholds.

Working collaboratively across Student Services and with colleagues in Registry, Finance, Estates, academic departments and other professional services, you will strengthen communication and workflows for student support. You will also liaise with external partners, including GPs and community mental health professionals, where this is needed to coordinate effective care and support.

The role includes coordinating cross-team responses to priority and complex issues, including duty-of-care, safety and welfare concerns, hospital admissions, safeguarding matters and emergencies. You will oversee case and enquiry management systems, support accurate and timely record keeping, and use management information, service standards and key performance indicators to improve quality, enable early intervention and inform service planning. You will also lead operational improvement initiatives, including digital self-service, streamlined processes, online forms and workflow automation. Planning for peak periods, staff cover, systems resilience and business continuity will be an important part of the role, alongside coordinating Student Services contributions to major student lifecycle events.

About you

You will have demonstrable experience of leading operations in higher education student services, wellbeing, disability, registry or a comparable environment. You will bring experience of line management and service improvement, together with the ability to coordinate complex activity, manage competing priorities and maintain a consistently high standard of service.

You will have a strong understanding of the frameworks and responsibilities relevant to student services operations, including safeguarding, confidentiality, data protection, equality and disability, and relevant expectations of the Office for Students and the Office of the Independent Adjudicator. You will be confident identifying and escalating risk, handling sensitive information appropriately and working calmly and effectively where student needs are complex or urgent.

You will be able to use data and management information to monitor performance, establish meaningful KPIs and drive continuous enhancement. A meticulous approach, sound judgement and the ability to produce accurate reports, records and statistics are essential. You will also be a collaborative and adaptable colleague who builds effective relationships with students, staff and external partners.

A first or higher degree and/or a relevant professional qualification is required. Above all, you will be committed to student success and to creating services that help every student fulfil their potential within the distinctive context of specialist performing arts education.

What we offer

This maternity cover appointment offers an excellent opportunity to take a visible operational leadership role within a committed and collaborative Student Services team at a world-leading conservatoire. You will help shape the systems, standards and partnerships that underpin an inclusive, responsive and high-quality student experience.

You will work closely with specialist colleagues across health and wellbeing, disability support, learning support, student life, residences and international student support, while contributing to committees, working groups, service enhancement and institutional planning. The role has line management responsibility for the Student Services Administrator.

This position would suit an experienced student services operations professional who enjoys combining people leadership, service coordination, casework oversight, data, digital improvement and partnership working in a creative and ambitious institution.

This role would suit a highly capable student services professional who enjoys working across strategy, people leadership, casework, safeguarding, policy, evidence, partnership working and service improvement.

Closing date: Monday 21 September 2026, 12 noon.

Interviews to be held: Week commencing Monday 5 October 2026

Please note that late applications will not be accepted.

The City of London Corporation is committed to Equal Opportunities and welcomes applications from all sections of the community.

Guildhall School welcomes applications from people of all backgrounds and experiences. We are particularly keen to encourage interest from people with disabilities, LGBTQIA+, Black, Asian, and other global majority backgrounds who are currently under-represented at Guildhall School. In recognising the positive value of diversity, we want to better reflect and understand the communities we exist to serve. We are members of the Disability Confident Scheme and guarantee to interview all disabled candidates who would like to be considered under this scheme and who meet the minimum essential criteria for the role. We support and provide adjustments for people with disabilities - if you have a disability and need help with the application process please contact us.

The Guildhall School is committed to Safeguarding and promoting the welfare of children and adults at risk and expects all employees, workers, and volunteers to share this commitment.

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