Department: Finance
Reports to: Head of Income
Contract Type: Permanent, Full-time
Grade: 8

The Head of Student Fees is a senior leadership role within the Finance Department, responsible for overseeing the collection and processing of all student-related income. With the university's annual income exceeding £220 million-of which more than £150 million derives from tuition and accommodation fees-the post-holder plays a critical role in safeguarding and managing a substantial portion of the University's financial resources.

This position leads the Student Fees team to deliver efficient, compliant, and student-focused services related to billing, payment, and debt collection. The post-holder will ensure that all fee-related systems and processes are effective, accurate, and continuously improved to achieve best practice standards in income management. They will champion a positive student finance experience, listening to student feedback and working collaboratively across departments to ensure fair, transparent, and accessible financial services.

1. Leadership and Management

• Lead, develop, and manage the Student Fees team, fostering a culture of excellence, customer service, and continuous improvement.

• Oversee staff recruitment, training, and performance management to ensure professional development and effective succession planning.

• Set and monitor service standards and KPIs to ensure timely, accurate, and student-centred delivery of fee services.

• Promote collaboration with other Finance teams, Student Administration, Student Services, and Admissions.

2. Fee Collection and Income Management

• Manage the efficient billing, collection, and reporting of all student-related income, including tuition fees, accommodation charges, and other fee-based income streams.

• Ensure that processes and procedures are designed to maximise income recovery while maintaining fairness and compliance with University policies.

• Oversee online payment systems and liaise with IT to enhance digital platforms supporting fee payment and student self-service.

• Maintain accurate monthly income and billing reports and provide analysis to inform financial planning and decision-making.

3. Systems and Process Improvement

• Lead the review and development of student fee systems and related interfaces between the student, accommodation, and finance systems.

• Work collaboratively with IT teams to design, test, and implement improvements in the student record and billing systems.

• Drive innovation through automation, self-service solutions, and digital transformation of payment and debt collection processes.

4. Student Experience and Support

• Ensure a high-quality, accessible, and empathetic service for students regarding fee queries, payments, and financial difficulties.

• Work closely with hardship, well-being, and student services teams to balance financial integrity with student support.

• Represent the Fees Office at student engagement events such as Open Days, Applicant Visit Days, and enrolment sessions.

• Champion the student voice within Finance, ensuring that processes reflect fairness, transparency, and good communication.

5. Compliance and Risk Management

• Ensure compliance with relevant legislation and regulatory bodies, including the Competition and Markets Authority (CMA), Financial Conduct Authority (FCA), PCI-DSS, Anti-Money Laundering (AML), and fraud prevention requirements.

• Maintain robust controls to safeguard against student-related fraud, scams, and money laundering.

• Oversee relationships with external payment service providers and collection agencies, ensuring value for money and adherence to contractual KPIs.

• Provide accurate, timely reports on income collection, debt management, and financial risk to the Finance Committee and senior management.

6. Policy and Regulation

• Review and update the University's Fees Regulations annually, recommending improvements in consultation with internal stakeholders.

• Interpret and communicate policy changes effectively to staff and students, ensuring clarity and consistency.

• Liaise with external partners such as the Student Loans Company, government loan providers, and auditors to ensure smooth operations and compliance.

The post-holder will work closely with:

• Senior colleagues in Finance, IT, Student Services, Student Administration, and Admissions.

• External stakeholders including payment providers, collection agencies, auditors, legal representatives, and government loan bodies (e.g. SLC, US Federal Loans).

• Student representatives and support teams to ensure fee-related processes enhance the overall student journey.

Essential:

• Educated to A-Level standard (or equivalent experience).

• Significant experience in financial or accounting roles, including credit control and income management.

• Strong understanding of accounting principles, financial controls, and debt recovery processes.

• Proven leadership and team management experience.

• Excellent IT skills, including advanced Excel and familiarity with financial systems.

• Outstanding problem-solving, analytical, and communication skills.

• High attention to detail and strong organisational ability to manage competing deadlines.

• Commitment to delivering excellent customer service in a student-focused environment.

• Willingness to work extended hours at peak periods, such as enrolment.

Desirable:

• Degree or relevant professional financial qualification.

• Knowledge of the Higher Education sector, including tuition fee policy and student finance processes.

• Experience using university finance or student record systems (e.g. SITS, Unit4/Agresso, Oracle, or SAP).

• Strategic thinker with the ability to plan, implement, and evaluate operational improvements.

• Collaborative leader who values partnership and open communication.

• Empathetic and student-oriented, balancing financial responsibility with compassion.

• Resilient and adaptable to changing demands and priorities.

• Proactive in identifying risks and opportunities for enhancement.

• The postholder may be required to work at any campus or associated site.

• Occasional extended hours may be necessary during enrolment and key financial periods.

• The duties listed are not exhaustive and may evolve in line with institutional needs.

This is an exciting opportunity for an experienced financial professional to lead a critical function within the University. The Head of Student Fees will play a key role in modernising fee management, improving systems and processes, and ensuring the student experience remains at the heart of all financial interactions. The successful candidate will combine financial acumen, operational leadership, and a passion for service excellence in a dynamic and collaborative environment.