Communications and Engagement Lead University of Glasgow United Kingdom

Job Purpose

Reporting to the Head of Directorate Support, the Communication & Engagement Lead will be responsible for:

* the phased implementation and adoption across the Directorate of the new Enterprise Service Management System (ESMS);

* establishment of effective and efficient enquiry management services across multiple channels including on-line, face to face and phone;

* development of a comprehensive and effective communication and engagement strategy, with a coherent action plan and priorities aligned with the Directorate’s strategic vision;
 
* driving and delivering these plans and services, applying targeted and relevant approaches to communication, actively engaging and involving multiple internal audiences, both staff and student, and other stakeholders, through a range of media and mechanisms.

 

Main Duties and Responsibilities

Lead the phased implementation and adoption of the University’s Enterprise Service Management System across the Directorate, transforming our approach to customer engagement and service delivery.

Define and develop an approach to Enquiry Management which delivers an efficient and effective service to all our customers via multiple channels.

Line manage and ensure the professional development of the communications and engagement team delivering an excellent customer experience.

Develop and implement an effective communication and engagement strategy to deliver clear, consistent, up to date and relevant messages for diverse internal and external audiences.

Proactively seek feedback to inform the continuous improvement of content and engagement.

Lead the design and delivery of appropriate media to effectively communicate and engage both Directorate staff and our customers utilising existing mechanisms and methodologies whilst introducing new and innovative approaches as appropriate. This will include print, digital, electronic, video or social media for communication purposes and face to face events and alternative fora for engagement and collaboration activities.

Build and maintain effective professional relationships and communication and engagement initiatives with key stakeholders within the Directorate and across the University in order to share best practice and provide professional support.

Advise the Executive Team and units within the Directorate on the most appropriate means of communication and engagement that will engage the whole staff population and other audiences as appropriate.

Working with the Director of Strategy, Performance and Transformation, articulate through a range of outputs and techniques the rationale and importance of simplifying processes, delivering efficient solutions and information sharing to assist in empowering staff to improve the way we work.

Assist the senior team in communicating, engaging and empowering our staff with the Directorate’s Business and Operating Plans and the Campus Development plan to inspire staff participation in the successful delivery of these ambitions and excellent services.

Co-ordinate a range of workshops and events to promote networking, collaboration and information-sharing across the Directorate.

Prepare regular progress reports, updates and communications for senior managers and the wider Directorate staff using a variety of media to maximise engagement and employee voice opportunities.
 
Define success criteria for the delivery, associated measurement and continuous improvement of our internal communication and engagement strategies, in support of the transformational and cultural change agendas.

 

Knowledge, Qualifications, Skills and Experience

Knowledge/Qualifications
Essential
A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills through personal development and progression in a similar related role(s) OR Scottish Credit and Qualification Framework level 9 Ordinary Degree, Scottish Vocational Qualification level 4) or equivalent (including professional accreditation with relevant formal training), and experience of personal development in a similar role. 
A2 Good understanding of a range of communication channels, systems and software. 
A3 Comprehensive knowledge and understanding of University policies and procedures relevant to the role.


Desirable
B1 Knowledge of service management /helpdesk systems.
B2 Recognised project management qualification.



Skills
Essential
C1 Substantial professional experience at a similar level in private/public sector with a demonstrable track record in delivery of major communication and engagement strategies.
C2 Excellent written and verbal communication skills including experience of presenting to large audiences.
C3 Proven ability to manage multiple projects concurrently.
C4 Excellent interpersonal and negotiation skills, in particular the ability to handle a wide range of contacts tactfully and persuasively.
C5 Problem solving and organisational skills.
C6 Excellent IT skills.
C7 Social media awareness and ability to create, edit and deliver appropriate content outputs via a range of channels.
C8 Web management and editing skills.
C9 Excellent organisational and planning skills.
C10 Management report writing and data analysis.
C11 Proven ability to use judgement and initiative to resolve issues, maintain progress and drive project initiatives to conclusion.
C12 Ability to demonstrate or adopt a personal style compatible and consistent with University Values.
 
 
 
Experience
Essential
E1 Experience of working with people communicating and engaging effectively with a range of audiences at different organisational levels
E2 Track record of using multiple and varied engagement methods and face to face communication strategies to achieve objectives.
E3 Experience of using social media in a professional context.

 
Desirable
F1 Effective use of service management/help desk systems to support engagement and communication.
F2 Familiarity with business improvement processes.
F3 Knowledge of higher education sector.

 

Job Features

Dimensions
Line Management of four permanent members of staff. 
Responsibility for the phased implementation of the Enterprise Service Management System across the Directorate.
Development and management of an Enquiry Management function providing an interface between the Directorate and wider University community.


Planning and Organising
Independently forecasting and managing activities associated with the administration and delivery of the services. 
Plan and organise a large personal workload effectively and efficiently, ensuring work is managed to meet published service levels and that unforeseen challenges are managed to mitigate negative impact on the service, on customers and on organisational reputation. 
Develop and project plan for the implementation of ESMS, determining roles, responsibilities and timelines in line with organisational priorities.
Develop a communications and engagement strategy and annual plan aligned with the business needs of the Directorate. Prepare communications, events and announcements and co-ordinate their issue or publication. 
Re-organise effectively in the event of emerging service or resource changes and ensure plans are devised and implemented to maintain efficient service delivery. 


Decision Making
Evaluate complex issues/problems and exercise professional knowledge and judgement in deciding how to address these either by answering alone or escalating appropriately where further input is required. 
Review service provision and business processes identifying and implementing changes to enhance delivery within delegated areas of responsibility. 
Use initiative, knowledge and judgement to make clear, evidence-based decisions on issues relevant to all aspects of the role. 
Prepare management reports and summary analyses to support evidence-based decision-making. 


Internal/External Relationships
Process owner and key point of contact for communications and enquiry management, including the use of ESMS. Consequent potential interaction with the entire University community including staff at all levels and with students, visitors and contractors. 
Manage communication and engagement activity across the Directorate, building relationships with senior managers to ensure effective delivery. 
Manage relationship with Information Services regarding systems implementations.
Co-ordinate the Account Management aspect of customer engagement, developing relationships with senior staff in Colleges and University Services.

 
Problem Solving
Resolve problems in relation to systems and processes by analysing, assessing and creating solutions to minimise occurrence.
Resolve problems raised through customer enquiries where these have been escalated.
Develop business systems for the purposes of effectively storing and sharing information.
 
 

Standard Terms & Conditions

Terms and Conditions 
Salary will be on the Management, Professional and Administrative Grade, level 7, £35,210 - £39,610 per annum.

This post is being offered on a full-time and open-ended basis. Hours will be 35 per week, Monday to Friday.

New entrants to the University will be required to serve a probationary period of 6 months.

The successful applicant will be eligible to join the Universities’ Superannuation Scheme. Further information regarding the scheme is available from the Superannuation Officer, who is also prepared to advise on questions relating to the transfer of Superannuation benefits.


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