Speakers
Keith Houghton
Workshop
The University of Law recently undertook a major review of its incoming enquiries structures for students. As a provider with seven main campus locations and ten partners, a “one-stop-shop” solution was not possible. Having multiple access points for services created confusion among both students and staff, making it unclear where to seek support and leading to delays in addressing student needs and resolving queries efficiently.
This session explores how it's implemented feedback from students, and some key service and organisational design principles to transform their student query and support provisions to simplify points of access, introducing a tiered support model with clear escalation routes, a service catalogue and a query and support catalogue all underpinned by a service management framework.
By the end of the session, delegates will have an understanding of the higher education capability model and how principles of capability modelling and service design can assist sustainable organisational design, creating structures that are both fit for purpose and flexible to withstand rapid changes in higher education.
Keith is the Director of Student Support & Wellbeing at The University of Law (ULaw) where he heads up a number of multi-disciplinary teams all dedicated to providing integrated and holistic support to students. Keith is also a current member of the AMOSSHE Executive.
In his current role, Keith leads the Disability & Inclusion, Student Wellbeing, Mental Health & Counselling, Advice, Funding & Accommodation and Safe Inclusive Campuses teams and engages with a number of external partner suppliers to remove barriers to learning, enable student success and ensure that services are delivered with the student at the centre of delivery.
He has extensive experience in higher education student support gained in a number of roles prior to ULaw including in Students' Unions and a post-92 university and was Chair of the National Association of Student Money Advisors (NASMA) from 2002 to 2006.
Keith is particularly interested in the use of technology as an enabler in student support and the influence that Student Services can have in wider institutional practices.
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https://www.amosshe.org.uk/about/our-team.html
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keith-houghton
Laura is the Director of Student Enquiries and Campus Services at The University of Law, where she provides strategic leadership for student enquiries, information, communications, and campus hub services across a national, multi-campus institution.
With a career spanning administration, finance, and customer service leadership in both public and private sectors, she brings extensive experience in designing and delivering large-scale, student-centred services, and played a key role in institutional transformation as Business Architect on a major operating model redesign programme.
In her current role, she leads the development of an integrated, end-to-end student query and support model, driving digital transformation, service excellence, and continuous improvement across all student touchpoints. Her work focuses on creating seamless, inclusive student journeys that enhance engagement and success.
Laura is particularly interested in service transformation, operating model design, and the role of data and technology in shaping the future of student experience in higher education.