@CarrieHughes
"30 years ago, when university was free, and only for the academic your statement might have been true. That it fulfilled a deeper purpose. It's not anymore. "
So, I think many people failed to understand what happened when universities stopped being "free". Universities were never "free" just like NHS isn't "free"- pre 2000s the government was subsidising the costs directly to the university. Now, the government realised this was costing too much to them, and costs have moved on from the national budget to the student. So now universities have to deal with people who think the university is somehow a business and they are a paying customer. It is not. This change of where the costs are coming from does not make any positive difference to the balance sheet of the university. Only the source of the fees have changed and universities are actually now facing a shortfall in their costs. But in no way this makes you somehow a customer.
"As an academic you seem frustrated about your pay and working conditions. Fair enough."
I personally love what I do. I would not do it otherwise - it is not a job for me. You will find many academics feel the same.
"But not the administrators running your institution, who underpay you and make you work such long hours on a shoestring budget."
No it is not the administrators, (though there are too many of them) it is the government policies that have resulted in this situation. Most university administration is also made up of academics. Again, this is coming from the thinking that it is run like a business and there must be some HR department taking advantage of academics - mostly this is not the case. Everyone is really doing their best.There simply is not enough funding.
" It is a business and it's delusional to pretend otherwise"
see above.
"You've quietly ignored what I've said about international students as well."
didn't read what you said about international students. But if it is about fees again there is a misconception. The international student fee does not get subsidised by the government hence they have to pay full costs of their education. Suppose costs are 15K. Int. students pays 15K, home student pays 9K and the 6K comes from higher education. In reality, costs are >15K, and shortfall if made by fundraising, grant overheads, additional events etc.
"Is expecting to speak to someone uninterrupted '5 star' service? If so your standards are very low."
We have very high standards in teaching, and research. But most academics are not marketing or salesmen/women. Also most academics do not expect parents/students to have "customer-like" behaviour and if they do, they probably will be disappointed. That HoD is a human being trying to juggle motherhood and academia with parents and students who think they are "buying" some education. Have some empathy please.