Student Experience Officer

Background

The role holder will play an important role in ensuring the enhancement of student experience from pre-arrival through to arrival and will also play a pivotal role in the early identification and flagging of students at risk due to non-attendance or academic performance. The role holder will work closely with our pre-arrival advisors for which will act as the first point of contact. The role will also require liaison with College team, Head Office team and University team to help resolve student issues.

The role holder will be expected to develop detailed knowledge of University regulations and College procedures.

The role holder will work closely with the Operations Manager to improve student experience, identifying issues to be addressed and administering the implementation of initiatives.

A key part of the role will be to organise monthly job fairs, so experience in event coordination is desirable.

Main duties and responsibilities

• Work with college team to organise and promote student events

• Support with organising monthly job fairs for students

• Liaise directly with students and provide accurate support and signposting

• Serve as day-to-day contact for Head Office team, pre-arrival advisors and College teams and offer guidance on student support matters

• Managing the pre-arrival inbox, acknowledging all requests in a timely & effective manner

• Ensure accurate and up-to-date pre-arrival information is always available to all stakeholders

• To work closely with College team, Head office team and pre-arrival advisors to ensure all pre-arrival pre-requisites are fulfilled so students join their course on time

• Assist with the administration of Accommodation and Airport Pick-Up bookings for students, involving elements of customer service, database & spreadsheet management

• Facilitate the accommodation booking process at CAS Assigned and Expected stage ensuring all students arrive with accommodation booked

• Communicate with incoming students in regards to pre-arrival questions including visa outcomes, arriving on campus, late arrivals, online and face to face registration etc

• Connect the pre-arrival advisors as well as students with appropriate resources required for a seamless pre-arrival support

• Flag students at risk of falling below the required attendance level in accordance with established rules

• Flag students at risk due to academic performance in accordance with established rules

• To assist with the preparation of reports/records of meetings and to attend where appropriate

• Ensure that under 18 students have appropriate guardians as required

• Follow up with students where information is required from them

• Collect, collate and disseminate student satisfaction at arrival

General

• A willingness to be flexible towards duties & adaptable to change

• Developing a key understanding of the College & University policies & procedures

• Occasional out of hours work during peak periods such as Registration and Welcome Weekend

• Proactively undertake staff development necessary for the effective performance of the role

Essential Skills and Qualifications

Administrative qualification at an advanced vocational level

Significant office/administrative experience

Excellent written and verbal communication skills in English

Exceptional organisational skills

Ability to work without close supervision and to set own priorities

A sympathetic approach to international students

A positive, ‘can-do’ approach to work

Adopts a collaborative approach to working

Flexible and adaptable

Responds positively to new challenges, seeking solutions

Warm and welcoming attitude

Desirable

Undergraduate degree

Certified IT skills

First aid-trained

PA/Reception experience

Worked in a further or higher education institution

Experience of working with international students/non English