Deputy Head of Student Services and Administration in Edinburgh

The Deputy Head of Student Services and Administration provides strategic and operational leadership across student-facing administrative and support services at Elizabeth School of London. The role ensures the delivery of high-quality, efficient, and student-centred services that enhance the student experience.

In addition, the postholder will act as (or support the role of) Data Protection Officer (DPO), ensuring institutional compliance with data protection legislation, including the UK GDPR and Data Protection Act 2018, and promoting a culture of data privacy and information governance across the organisation.

• Leadership and Management: Support the Head of Professional and Corporate Services in the leadership, management, and strategic development of the departments, deputising as required. Provide line management to service managers and administrative teams, fostering a culture of accountability, collaboration, and continuous improvement. Lead on organisational change initiatives, including service redesign and digital transformation. Contribute to institutional strategies relating to student experience, retention, and success.
• Student Administration and Service Delivery: Oversee core student administration functions, including registry, attendance and intervention, timetabling support, student records, student support, student casework and wellbeing. Ensure services are delivered in line with agreed KPIs, SLAs, and sector best practice. Maintain compliance with regulatory requirements (e.g. OfS, UKVI, SLC etc.). Ensure accuracy, integrity, and security of student data across systems.
• Student Experience and Engagement: Champion a student-centred approach, ensuring services are accessible, inclusive, and responsive. Work collaboratively with academic departments and professional services to improve the end-to-end student journey. Analyse feedback (e.g. NSS, internal surveys, complaints data) to inform service enhancements. Support initiatives to improve student retention, wellbeing, and outcomes.
• Operational and Resource Management: Oversee day-to-day operational delivery of student services. Manage budgets, staffing, and resources effectively to ensure value for money. Lead on process reviews, service improvement, and efficiency initiatives using data insights.
• Policy, Governance, and Compliance: Develop, implement, and review policies and procedures relating to student administration and services. Ensure compliance with institutional regulations and external legal frameworks. Support internal and external audits, quality assurance, and governance processes.
• Systems and Digital Development: Lead on the optimisation and development of student information systems. Work with IT and stakeholders to enhance digital services and reporting capabilities. Promote innovation and automation to improve service delivery and data quality.
• Data Protection and Information Governance (DPO Responsibilities): Act as the institution’s Data Protection Officer (or deputy), providing expert advice on data protection legislation and best practice. Monitor compliance with UK GDPR, the Data Protection Act 2018, and institutional policies. Develop and maintain data protection policies, procedures, and guidance. Lead on Data Protection Impact Assessments (DPIAs) and advise on privacy by design and default. Serve as the primary point of contact for the Information Commissioner’s Office (ICO). Oversee the management and reporting of data breaches, including investigation and mitigation actions. Deliver training and awareness programmes to staff on data protection and information security. Advise on data sharing agreements, contracts, and third-party processing arrangements. Support responses to Subject Access Requests (SARs) and other data rights requests. Promote a culture of data protection, confidentiality, and information governance across the institution.
• Stakeholder Engagement: Build strong relationships with internal stakeholders at ESL and outside (PEN). Represent the departments on institutional committees and working groups. Engage with external bodies, networks, and sector groups to share and adopt best practice.

• Essential Criteria: Educated to degree level or equivalent professional experience. Significant experience in student services or administration within a UK HE environment. Demonstrable leadership and people management experience. Strong knowledge of the student lifecycle and HE regulatory frameworks. Substantial experience of data protection, information governance, or compliance roles. In-depth knowledge of UK GDPR and the Data Protection Act 2018. Experience of managing complex change and service improvement initiatives. Excellent analytical, organisational, and communication skills. Ability to interpret legislation and translate it into operational practice. Commitment to equality, diversity, and inclusion.
• Desirable Criteria: Relevant postgraduate qualification or professional accreditation. Experience acting as a Data Protection Officer or similar role. Experience with student information systems (e.g. SITS, Banner). Knowledge of UKVI compliance and international student administration. Experience of budget management.

• Strategic leadership and decision-making
• Service excellence and continuous improvement
• Data governance and risk management
• Communication, influencing, and stakeholder engagement
• Analytical and evidence-based approach
• Adaptability, resilience, and integrity

The role may require occasional evening or weekend work during peak operational periods. The postholder must maintain up-to-date knowledge of changes in legislation and the HE sector. The DPO function requires independence, integrity, and the ability to challenge where necessary.

• Annual leave (7.2 weeks)
• Workplace pension scheme
• Company Sick Policy
• Statutory maternity/paternity pays
• Career development opportunities
• Training and self-development opportunities
• Gym membership discounts
• Retail discount schemes
• Cinema discounts
• Grocery discounts
• Cycle to work
• Investing and savings opportunities
• Financial wellbeing – personal debt advice
• Financial wellbeing education
• My Mind Pal (mental fitness)