At a Glance
- Tasks: Support students with queries, manage data, and assist academic staff daily.
- Company: LCCA is a modern institution focused on student-centred learning and personal growth.
- Benefits: Enjoy a collaborative environment, flexible hours, and opportunities for personal development.
- Why this job: Make a real impact on students' lives while working in a dynamic, supportive team.
- Qualifications: A Levels required; customer service experience preferred, along with strong communication skills.
- Other info: Be the first point of contact for students and help shape their educational journey.
The predicted salary is between 30000 - 42000 £ per year.
LCCA is a contemporary institution, offering a range of programmes. Our students embark on a journey which is designed to meet their academic and personal demands. At the very heart of our vision is a student-centered learning and teaching methodology which is progressive, forward-thinking, modern, and designed to meet our learners’ needs.
Our academic team consists of modern, progressive, professionals who have what it takes to motivate students from a variety of backgrounds, to inspire belief in students who are striving for professional and personal recognition and to drive students towards successful lives.
You will have a distinct skill set; a ‘can-do’ attitude – and should demonstrate the consistent ability to put the core elements of our learning and teaching philosophy into practice, both in the strategic implementation of experiential teaching activities and in the management of high-class teaching delivery.
The underpinning philosophy of LCCA is as follows:
- Through experiential teaching we aim to provide students with a ‘real-life’ skill set which is transferable out of the classroom and into the world of work.
- Through ‘chunked learning’ we aim to ensure students are thoroughly engaged and motivated by their teachers.
- Through ‘deliberate reflection’ we aim to get students thinking about their role in the learning experience and to embed their knowledge for future use.
- Through regular and precise feedback, we aim to offer students ways to improve their skills and knowledge on a daily basis.
Position:
Roles in this department are engaged in the provision of a range of services in support of the staff, systems and resources of LCCA and of the wider public. The work may involve administrative support, specialist advice, data and information management, project management, or the development and implementation of systems or policy. All roles require an understanding of the College’s systems, processes and procedures. The higher levels often combine professional qualification, managerial experience and a substantial impact on the running and resources of the institution.
This is the first and last point of contact for all students studying at LCCA. The role holder will work collaboratively with other student and academic support officers as a team to provide basic advice and referral to students. This position shall be the first point of contact for individual students and be responsible for the provision of day to day enquiry handling for the relevant courses, offering advice and support at the front desk. The student and academic support officer ultimately act as a referral point, to provide students with support, guidance, information and impartial, confidential advice. This particular role is a part of LCCA student and academic support department, which manages all the student enquiries for LCCA and other ad-hoc tasks and mini-projects.
Requirements:
Role Responsibilities
- Ad hoc projects, event planning and support; support for the College and Line Manager as and when required.
- Minute taking, as required (training supplied)
- Project planning and support for ad hoc projects
Student Support
- To act as first point of contact for all students, answering phone calls / emails / conducting one on one meetings.
- To support the academic team, printing materials as requested, producing documents, transcripts, etc., proactively ensuring a smooth flow of information between the academic team, students and other stakeholders.
- Communicating all assessment dates to students and working closely with the academic teams on the quality cycle of each awarding body and ensuring feedback and grades are issued as per the academic calendar
- Monitoring student progression and retention, ensuring tracking sheets of student results are up-to-date and that information relating to students’ performance is accurately recorded and the student database is updated accordingly.
- Offer advice or guidance to student in relation to academic / financial / attendance / personal matters in the absence or in support of relevant staff members
- Where requests for reasonable adjustments or welfare requirements are made ensure, students are directed to the relevant internal departments or staff
- To provide students and academic staff with operational information when required and ensure they are up to date with any internal changes, such as class or campus locations, documents they must complete, obtaining ID cards
- Organise and present students’ induction as and when required
- Offer exceptional support and service to all students and academic staff at all times
- Monitor the types of student queries received and provide reports to relevant Managers
- Support the Course Leaders as directed by the Team Leader
- Ad hoc support to lecturers, Course Leaders, unit leaders or other staff as required
Performance Measures
- All student queries responded to in 48- hour time frame (working days)
- Students have the right information about courses and classes before start of term, with any changes communicated clearly
- Students have full understanding of what they can expect from LCCA support staff
- Students feel they are well looked after
- The team have up to date information regarding all students
- The same advice or information is being offered to all students
- Delivers projects on time
Attendance
- Create attendance records (creating codes, uploading students’ details, update the electronic records according to written attendance sheets)
- Update and monitor students’ attendance, sending warning emails, generating and sending reports with students who have poor attendance to the Academic Board
- Create attendance reports when required
Performance Measures
- Detailed information about students not attending classes so action can be taken
- Warnings can be given to students who are often late to classes or do not attend for the whole duration
Data Management and input
- Coordinate all administrative duties including filing, recording, data management and other ad-hoc administrative tasks in relation to student and academic administration
- Photocopying, recording attendance and class cancellation
- Issuing ID cards and certificates
- Update student database with relevant student information ensuring database is up to date at all times
- Carry out class spot-check to avoid absences, forgery and students leaving early
- Upload lectures on Mypage
Performance Measures
- Tutors have the support they need from back office staff
- Accurate entry of all data with regular updates, ready for when reports need to be produced
- Student database is up to date for use across various departments
- Willingness to be flexible and to undertake other ad hoc duties associated with ensuring the smooth-running of LCCA programmes, for example, exam invigilation
- Support on timetabling and resource planning with the course directors and Admin manager.
Student Focus
- Outstanding levels of service, professionalism offered to students at all times
- Continuously striving for excellence in relation to student experience at LCCA
- Keep up to date with changes internally or within the external education market that may affect your role e.g. guidelines or Student Finance
- Seeks ways to improve current processes
- Always treats students and staff with respect and courtesy
- When dealing with issues fact finds effectively in order to refine and improve existing services
- Nurtures and values relationships with within Student Support Team, fostering amicable and cooperative environment
Performance Measures
- Positive feedback from students
Other information:
Essential
Knowledge, Skills & Training
- Ability to work collaboratively in the team, under pressure and to tight deadlines
- Ability to exchange information verbally or in writing
- Ability to follow instructions, gain basic knowledge about routines and apply this correctly
- Good communication skills, excellent telephone manner
- Strong interpersonal skills
- Good business awareness and ability to communicate with a variety of people across different functions
- Excellent planning, organising and time management skills
- Exhibit professional standards of behaviour at all times
- Proficiency in Outlook, Word, Excel and PowerPoint
- Attention to detail and accuracy
- Ability to resolve student queries confidently and efficiently
- Identifies problems and test alternative solutions to achieve best outcome
- Always strives to improve performance, meet goals and produce results
- Understands students’ needs and respond promptly and appropriately
- Able to handle rejection
Desirable
- Full understanding of courses and units
- Professional customer service training
- Understanding of how processes can be improved to better level of service provided
- Professional training on MS Office Suite
- Understanding quality assurance regulations in the Education sector
Experience
Essential
- Previous experience in customer service
- Dealt with difficult customers
- Multi-tasking
- Excellent skills in Excel
- Producing reports on Excel or bespoke databases
- Data entry in a demanding environment
- Project management and supporting events and induction
Desirable
- Working in a similar environment
- Dealing with people from different cultures with language barriers in place
Qualifications/Education
Essential
- A Level
Desirable
- Educated to degree level
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Student and Academic Support Officer employer: Global University Systems
Contact Detail:
Global University Systems Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Student and Academic Support Officer
✨Tip Number 1
Familiarise yourself with LCCA's student-centred learning philosophy. Understanding their approach to experiential teaching and chunked learning will help you demonstrate how your skills align with their values during the interview.
✨Tip Number 2
Prepare to discuss your experience in handling student queries and providing support. Think of specific examples where you've successfully resolved issues or improved processes, as this will showcase your problem-solving abilities.
✨Tip Number 3
Network with current or former employees of LCCA if possible. They can provide insights into the company culture and expectations, which can be invaluable when tailoring your approach for the role.
✨Tip Number 4
Demonstrate your organisational skills by preparing a mock plan for managing student enquiries or an event. This will show your proactive attitude and ability to handle multiple tasks effectively, which is crucial for this role.
We think you need these skills to ace Student and Academic Support Officer
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience and skills that align with the responsibilities of a Student and Academic Support Officer. Emphasise your customer service experience, project management skills, and ability to work under pressure.
Craft a Compelling Cover Letter: Write a cover letter that showcases your understanding of LCCA's student-centred philosophy. Mention specific examples of how you've supported students in the past and how you can contribute to their success at LCCA.
Highlight Relevant Skills: In your application, focus on key skills such as communication, organisation, and problem-solving. Provide examples of how you've used these skills in previous roles, especially in a customer service or educational setting.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism, which are crucial for this role.
How to prepare for a job interview at Global University Systems
✨Understand the Student-Centred Approach
Familiarise yourself with LCCA's student-centred learning philosophy. Be prepared to discuss how you can implement this approach in your role, demonstrating your understanding of experiential teaching and chunked learning.
✨Showcase Your Communication Skills
As a first point of contact for students, effective communication is key. Practice articulating your thoughts clearly and confidently, and be ready to provide examples of how you've successfully handled student queries or difficult situations in the past.
✨Demonstrate Your Organisational Skills
Highlight your ability to manage multiple tasks efficiently. Prepare to discuss specific instances where you've successfully organised events or managed projects, showcasing your planning and time management skills.
✨Emphasise Team Collaboration
LCCA values teamwork, so be ready to share experiences where you've worked collaboratively with others. Discuss how you can contribute to a positive team environment and support your colleagues in achieving common goals.