Carry out the value work required to provide students with an excellent service, including but not limited to:

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1 Job Title: Distance Learning Student Support Officer Grade: 5 Job reference: SAH01097 College: Social Sciences, Arts and Humanities Post Responsible To: Distance Learning Operations Manager Job Purpose: The purpose of this role is to work within a team to provide an excellent service to the College s distance learning students from initial enquiry through to graduation. Using a systems thinking approach, we measure the quality of the service we provide from the students perspective, and place as much emphasis on taking action to improve our service as we do on carrying out the dayto-day work. Principal Accountabilities: Doing the work: Carry out the value work required to provide students with an excellent service, including but not limited to: 70% Providing an advice and guidance service to enquirers, applicants and registered students on processes, regulations, course information and sources of pastoral support. This may be on an ad hoc one-to-one basis or by means of published information to groups of students; Assessing applications against published entry criteria and in accordance with the Senate Regulations and making and communicating decisions on whether to admit applicants to their chosen course of study; Advising students on payment instalments and mechanisms, making decisions about student fee status and liability and collecting tuition fees throughout a student s studies. Providing scheduled reminders to students prior to upcoming payment deadlines and, in accordance with the Senate Regulations, discussing with those students unable to make payment the potential options available to them. Calculating fee liability and processing student refunds, and initiating debt collection processes where necessary; Participating in student progression and award activity, including the monitoring of cohorts of students against set milestones and making decisions about registration status; Ensuring that assessment and feedback processes are in place, including mechanisms for coursework submission, the allocation of work to markers, the application of regulations and the provision of marks, feedback and guidance to students; Version Number: 1 Page 1 of 5

2 Participating in the organisation and implementation of study tours, field trips and residential teaching activities; Arranging for the timely provision of course materials, and related access to facilities, for students; Maintaining accurate records via the University s Student Record System including but not limited to individual students registration status, and cohort-based assessment and progression activity. Improving the work: Routinely collect data to measure the performance of the system. Capture and analyse student demand. Act to remove causes of failure demand and waste within the system, pulling in expertise and support where needed. 30% Work as a member of a multi-functional team with a common purpose and agreed operating principles. As a member of the team, take responsibility for responding quickly and proactively to student demand, and identifying and driving the changes needed for improvements to the service. Resources Managed / Facts and Figures: The School of Management Hub The School of Management DL Hub is responsible for a portfolio of Undergraduate and Postgraduate programmes, namely: MSc Finance (143 ST students and 119 legacy students) MSc Marketing (79 ST students and 52 legacy students) MSc Management (83 ST students and 55 legacy students) Master of Business Administration (MBA) (832 ST students and 1210 legacy students) CPD Modules (20 ST students) BSc Human Resource Management (22 ST students and 63 legacy students) MSc Human Resource Management (and variants) (113 ST students and 91 legacy students) Professional Diploma in Management (48 ST students) MSc Risk, Crisis and Disaster Management (177 ST Students) The team handles up to 7,000 enquiries and 600 applications a year and provides a first point of contact service to approximately 3200 registered students. DL Student Support Officers work across this portfolio and carry out all of the administrative activities associated with the end-to-end student journey, under the day-to-day supervision of the DL Hub Team Leaders. The team is managed overall by the Distance Learning Operations Manager. Version Number: 1 Page 2 of 5

3 Internal Relationships: Provision of a front-line service to distance learning enquirers, applicants and students across the relevant subject areas Line managed by DL Hub Team Leaders, with overall responsibility to the DL Operations Manager Academic staff responsible for the delivery of the programmes, including on-campus faculty and off-campus Associate Tutors Professional services staff within the Schools/Departments the hub works with Professional services staff in the Corporate Services, in particular the Registry Account Managers Professional services staff in the other DL Hubs Collaborative partners / agents External accrediting bodies Planning and Organising: The DL Student Support Officers are expected to work collaboratively under the guidance of the DL Hub Team Leaders to schedule course timetables and associated application, registration and assessment deadlines across the full range of College DL programmes. This involves scheduling timetables and deadlines up to a year in advance for programmes with normal registration periods of anything from one to six years. The DL team is a one-stop team carrying out a range of activities traditionally divided across a number of functional boundaries. The DL Student Support Officers are therefore expected to plan and organise their workloads (with support from the line manager) to ensure that the full spread of activities are routinely carried out on a daily, weekly and cyclical basis. The DL Student Support Officers are expected to proactively keep abreast of regulations and policy changes. Qualifications, Knowledge and Experience: Essential Either academic or vocational qualifications (NVQ 3, general education to A-Level, City and Guilds or equivalents) plus significant work experience in a relevant role; Or Significant relevant work experience in a comparable setting. Desirable Experience of working with the Vanguard method of systems thinking, or comparable change management experience. Version Number: 1 Page 3 of 5

4 Knowledge of student lifecycle administration and the business processes underpinning this, preferably gained through work experience in Higher Education. Skills, Abilities and Competencies: Essential The ability to view systems and processes from a student s perspective at all times, and to identify and drive forward change in order to deliver what matters to students. A constructively unreasonable outlook and a readiness to challenge the status quo if it is not in the best interests of students. The ability to gather, analyse and interpret data and to take action based on that data. An innovative and creative approach to problem solving and the ability to take a solutionfocused approach. A flexible and adaptable approach to work and the ability to plan and organise your own work activities. The ability to understand the importance of academic administration and records management and to understand, apply and explain regulations and policies. Excellent IT skills, including advanced spreadsheet skills, presentation software, web-based software and experience of data reporting tools. Excellent written and oral communication skills, with the ability to give and receive information effectively using a variety of methods and across a wide range of stakeholders. A commitment to your own continuing professional development. Desirable A willingness to undertake occasional evening / weekend work. Working hours and contract information: This is a full time appointment. This is a fixed-term contract until 12 March 2017 and will terminate without further notice from the University on the date stated. This post is required on a temporary basis to provide cover for maternity leave and will end when the incumbent returns to their post. Additional Information: The above list is not exclusive or exhaustive and the post holder will be required to undertake such duties as may reasonably be expected within the scope and grading of the post. All members of staff are required to be professional, co-operative and flexible in line with the needs of the post, College and the University. It may be the College practice to periodically examine job summaries and to update them to ensure that they accurately reflect the job required to be performed, or to incorporate proposed changes. The procedure is conducted jointly by each manager in consultation with the individual whose job summary is being reviewed. All staff are expected to participate fully in such discussions. Version Number: 1 Page 4 of 5

5 Athena Swan: We are proud holders of the Athena Swan Bronze Award which recognises and celebrates good practice for employment in science, engineering and technology (SET) in higher education and research. The award reflects our commitment to the advancement and promotion of diversity and equality. We are actively seeking Silver and Gold awards. Applications: We use a web based, e-recruitment system, which allows you to apply on-line at: To apply, please upload an up to date CV and a covering letter that explains how your skills and experience meet the requirements of the role. As part of the online application process, you will be asked to supply contact details for your referees. Please ensure that one of these is your current or most recent employer. You will also be asked to supply a CV and covering letter to support your application. Candidates short-listed for interview will be contacted by the University. If you do not receive a communication from the University within 4 weeks of the closing date, please assume that your application has been unsuccessful. The closing date for this post will be midnight Thursday 28 th January Version Number: 1 Page 5 of 5

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