Katie Hales

Katie Hales is Lead for Information and Advice at The Open University, leading a large-scale, multichannel student support operation. My area supports students throughout their journey, from initial enquiry and enrolment through to on-module support. The service brings together around 320 advisers across Manchester, Nottingham and Milton Keynes, supporting students primarily through telephone, email and webchat. My role combines operational service delivery with a strong focus on transforming the student experience and developing how we support students at scale.