Head of Student Services

Role: Head of Student Services

Reporting to: Head of Operations

Direct Reports: Student Success Tutors, Student Success Team Lead, Student Services Manager, Disability and Wellbeing Officer

Location: London College of Contemporary Music (LCCM) (The Music Box campus) – SE1

Role Summary

The Head of Student Services is the strategic and operational lead for all student-facing support services at LCCM. This senior role holds overall responsibility for student services, including student welfare, disability support, wellbeing, engagement, attendance, retention, and the wider student lifecycle.

The postholder will line‑manage the Student Services, Student Success team and Disability and Wellbeing provision.

They will work closely with academic leadership, quality teams and senior management to embed student support services into institutional strategy, regulatory compliance and student outcomes.

This role is central to meeting regulatory expectations (including OfS Condition B3), driving continuation and success, and ensuring that every student feels supported, included and able to thrive.

Key Responsibilities

Strategic Leadership of Student Services

• Provide institution‑wide leadership for all student services, including wellbeing, disability support, safeguarding, engagement, attendance and retention.
• Set and deliver a clear strategic vision for student support aligned to institutional priorities, regulatory requirements and student outcomes.
• Act as the senior escalation point for complex, high‑risk or crisis student cases.
• Contribute to institutional strategy, Academic Board and relevant committees as the lead for student services.

Line Management & Service Leadership

• Line‑manage the Student Services, Student Success and Disability and Wellbeing provision, providing clear direction, performance oversight and professional development.
• Lead on service planning, resourcing, workload management and service development across all student services functions.
• Ensure that student services staff operate to consistent, high‑quality standards.

Student Wellbeing, Disability & Safeguarding

• Hold overall institutional responsibility for student wellbeing, disability support and safeguarding.
• Ensure that inclusive practice, reasonable adjustments and access support are embedded across the student journey.
• Oversee relationships with external wellbeing, counselling and specialist support services.
• Act as (or oversee) the institutional Designated Safeguarding Lead function.

Student Engagement, Attendance & Retention

• Lead on institutional approaches to student engagement, early intervention, attendance monitoring and retention.
• Oversee student tracking systems, dashboards and case management processes.
• Drive continuous improvement in continuation, progression and student success outcomes.
• Embed proactive and preventative support models.

Student Lifecycle & Experience

• Provide strategic oversight of induction, enrolment, progression, assessment support and graduation touchpoints.
• Ensure that the student voice is effectively captured through surveys, focus groups and representation structures.
• Lead on student engagement strategy, belonging and community development.

Data, Compliance & Reporting

• Oversee the collection, integrity and use of student services data including attendance, engagement, wellbeing and safeguarding.
• Ensure compliance with data protection, safeguarding, disability legislation and regulatory expectations.
• Produce high‑quality reports for senior leadership on student support performance, risk and outcomes.

Cross‑College Collaboration

• Work in close partnership with academic teams, quality, registry, admissions and operations.
• Ensure that student services activity is fully aligned with teaching, assessment and programme delivery.
• Represent LCCM in external forums related to student support where required.

Qualifications & Experience

Essential

• An undergraduate degree of equivalent professional experience.
• Significant experience leading and managing student support services within higher education.
• Experience line‑managing managers.
• Experience of leading service improvement and organisational change.
• Strong track record in improving student outcomes, engagement and retention.

Desirable

• A PGCE or equivalent teaching qualification (or willingness to work towards one).
• A master’s degree in a relevant subject.
• Qualifications in safeguarding, mental health or a coaching qualification.
• Experience within music, creative arts or specialist providers.
• Experience of external partnership working for wellbeing and support services.

Knowledge & Skill

Essential

• Proven senior leadership experience within student services or student support in higher education.
• Strong knowledge of wellbeing, disability support, safeguarding and inclusion in higher education.
• Excellent data literacy with the ability to analyse and interpret student engagement and retention data.
• Strong knowledge of student engagement, success and retention strategies.
• Outstanding communication, influencing and stakeholder management skills.
• Proven ability to manage complex student cases and crisis situations.

Desirable

• Knowledge of creative arts or music education environments.
• Experience of regulatory compliance (OfS, QAA, B3 conditions).

About You

• Strong commitment to student success, inclusion and wellbeing.
• High levels of professional integrity and discretion.
• Calm, decisive and confident under pressure.
• Strategic thinker with strong operational delivery.
• Highly collaborative and values‑led.

What We Offer

• Competitive salary
• 25 days annual leave
• Pension – 5% personal contribution and 3% company contribution
• Season Ticket Loan (T&C’s apply)
• Vision Express Eye Care Vouchers
• Training & Development opportunities (T&C’s apply)
• Staff Discount Scheme via My Rewards Hub (various retailers)
• Refer a friend scheme for staff (T&C’s apply)
• Social events on campus and through GUS Social Committee
• Professional development opportunities, including training and career progression pathways
• Employee wellbeing programmes and access to counselling services.

Diversity Statement

We are committed to recruiting a diverse workforce and welcome applications from all sections of the community.

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