Job Overview
You will be part of a team that delivers a high quality, inclusive and accessible learning experience for all students. You will support students, actively seeking out and responding to ‘the student voice’ (via student‑staff committees, NSS, TellUS) to enhance the student journey from induction to graduation. You will play a key role in supporting delivery of student experience as students progress through their programme journeys, from welcome and transition to graduation. You will set the annual schedule of key activities and lead developments to improve the student experience and collaborate with a range of people from diverse backgrounds.
Responsibilities
- Support processes that gather feedback from students and inform them of changes made in response to their feedback; improving engagement with Student‑Staff Committee and formal feedback mechanisms such as NSS and TellUS.
- Produce student‑facing materials and communications, e.g., student handbooks, course materials, module descriptions, VLE templates, and web content, working with Digital Learning Advisors to update digital learning tools as required.
- Monitor student attendance, engagement and progression, implementing and maintaining processes that comply with University policy and immigration requirements.
- Work with the Student Experience Manager to support delivery of student experience within the School, coordinating and improving student events and community‑building activities.
- Support changes to students’ registration status as they progress through their programme of study.
- Support committees and working groups, including taking minutes and producing draft agendas.
- Build, design and deliver activities that support inclusive student representation and engagement, liaising with student societies and academic representatives.
- Maintain engagement with students going on Year Abroad programmes or placements and with those arriving for short‑term study abroad periods.
- Support activities related to Extenuating Circumstances, Extensions and Learning Support Plans.
- Work collaboratively as part of a wider education and student support team, supporting the rota for the School’s main student reception point and providing cover for other team members as required.
- Build and engage with local and University networks to ensure up‑to‑date knowledge of internal policy and procedures.
- Support colleagues in the Education and Student Experience Team to ensure that the School delivers the full remit of its responsibilities in a timely and effective manner.
- Carry out other duties commensurate with the grade and remit of the post.
Person Specification
We recognise the unique abilities, backgrounds, and beliefs of all staff and students. Even if your past experience does not match perfectly with this role’s criteria, we welcome competitive candidates. Please reference the application criteria in the application statement.
Essential Criteria
- Educated to A Level standard (or equivalent experience).
- Excellent interpersonal and customer service skills with experience of responding efficiently and effectively to queries.
- Ability to communicate effectively with staff and students in person and in writing.
- Ability to deal sensitively with students and staff from a wide variety of cultures.
- Ability to manage own workload in consultation with colleagues, meeting planned deadlines as well as unscheduled tasks.
- Ability to work on own initiative, recognising when to refer matters to senior colleagues.
- Proven IT skills, with experience of working with Microsoft packages, Google packages, email and the internet.
- Ability to analyse and solve problems with an appreciation of longer‑term implications.
Ability to manage sensitive and confidential information appropriately.
Ability to work effectively within a team, developing positive relationships and assisting others to achieve objectives.
Excellent event organisation skills, with the ability to manage events and meetings targeting internal and external stakeholders.
An understanding of the education sector and key issues affecting higher education.
Desirable Criteria
- Experience in an education or student support environment.
Salary, Grade and Working Hours
Grade: 5
Salary: £27,319 – £31,236 (potential to progress to £33,951)
Working arrangement: Full‑time
Line manager: Student Experience Manager
Direct reports: None
Benefits
- Minimum of 38 days annual leave including bank holiday and closure days (pro rata) with the ability to purchase more.
- Flexible working opportunities, including hybrid working for some roles.
- Generous pension scheme.
- Wide range of discounts and rewards on shopping, eating out and travel.
- Staff networks, providing opportunities for social interaction, peer support and personal development (e.g., Race Equality, LGBT+, Women’s and Parent’s networks).
- Recognition awards to reward staff who go above and beyond in their role.
- Commitment to staff development; access to learning and mentoring schemes integrated with the Professional Services Shared Skills Framework.
- Family‑friendly policies:
- Paid time off for parenting and caring emergencies.
- Support for those going through menopause.
- Paid time off and support for fertility treatment.
- And more.
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