Education & Student Experience Assistant

You will be part of a team that develops, manages and improves the effective organisation of our taught programmes and related student procedures. You will ensure policies and processes across the student journey are clear and straightforward, meet regulatory requirements, are consistently applied and deliver educational excellence. You will provide crucial frontline support, representing the school in real time to deliver an outstanding student experience. As well as working on a reception, you will take ownership of a range of administrative tasks that support students as they progress through their programme.

The ideal candidate will have outstanding customer service and interpersonal skills, and an ability to put people at ease through sophisticated and sensitive verbal and non-verbal communication skills. We are looking for a flexible, confident and enthusiastic approach to work and a focus on improving the experience of our students. Excellent time management skills along with the ability to work on a range of tasks in a timely and accurate way are also essential.

• Be the first point of contact for the School, taking care of enquiries from students, graduates, staff and visitors in person, via email and chat functions and telephone, recording enquiries on various information systems as required.
• Take care of sensitive, confidential, and personal student-related matters, signposting and referring appropriately to relevant information sources, self-help resources and specialist services as required.
• Compile and collate student information using a range of University Information Management Systems; assisting with the collation and inputting of student assignment and examination marks onto databases, monitoring and updating student records, including change of status, repeat study and assisting in the preparation of student letters.
• Respond to requests for general student information, referring more complex queries to other colleagues in the team.
• In collaboration with colleagues, plan and organise events to a high standard, including supporting welcome and induction activities and graduation.
• Administer ethics applications and related processes related to in-curricular activity.
• Support the School’s Extenuating Circumstances and Extensions processes, referring complex cases to senior colleagues as required.
• Provide a high-quality administrative service for education and student experience meetings, including diary management and date setting, accurate minute taking and subsequent write-up, ensuring timely follow-up of actions from meetings are received, and collating and distributing papers.
• Carry out general administrative duties to support the effective delivery of Education and Student Experience.
• Provide first-line support and troubleshooting for Blackboard queries, updating templates in Blackboard, creating guidance for staff/students, and assisting in setting up assessment groups and other activities.
• Liaise and collaborate with other schools and professional service departments to provide a joined-up service to students.
• Suggest improvements to the School’s processes and activities in order to improve the student and staff experience.
• Support colleagues across the Education and Student Experience Team to ensure that the School is able to deliver 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.

Our diverse community of staff and students recognises the unique abilities, backgrounds, and beliefs of all. We foster a culture where everyone feels they belong and is respected. Even if your past experience doesn’t match perfectly with this role's criteria, your contribution is valuable, and we encourage you to apply. Please ensure that you reference the application criteria in the application statement when you apply.

• Educated to GCSE level (or equivalent experience) – Essential
• Previous experience of working within a reception or within a customer service environment – Essential
• Excellent customer service skills, with experience of working within a customer-facing environment, including responding efficiently and effectively to face-to-face, phone and email enquiries – Essential
• An ability to carry out effective administrative duties in a busy and sensitive customer care environment, including responding quickly and confidently to a range of complex enquiries from a diverse audience – Essential
• Commitment to working flexibly, including prioritising urgent or unscheduled tasks and accommodating changes – Essential
• Excellent interpersonal skills, including an ability to use sensitive verbal and non-verbal communication – Essential
• Proven IT skills, with experience of working with Microsoft packages, Google packages, email and the internet – Essential
• Ability to work as part of a team, whilst being willing and able to work independently and on own initiative – Essential
• Ability to maintain information with a high degree of accuracy and attention to detail – Essential

Grade 4 Salary £25,249 - £26,707 per annum Work arrangement Full-time Line manager Education Manager and Education Officer Direct reports N/A

• A 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.
• A wide range of discounts and rewards on shopping, eating out and travel.
• A variety of staff networks, providing opportunities for social interaction, peer support and personal development.
• Recognition Awards to reward staff who go above and beyond in their role.
• A commitment to your development with access to learning and mentoring schemes; integrated with our Professional Services Shared Skills Framework.
• A range of generous family-friendly policies including paid time off for parenting and caring emergencies, access to menopause support, paid time off and support for fertility treatment, and more.