Student Experience Officer in London

Location: London - Tower Hill/Aldgate

Working Model: Hybrid

Contract: Full time, Permanent

About LCCA

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.

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.

Role Summary

You are responsible for the Student Voice (Representation) and will lead on a range of formal and informal student experience activities. You will work closely with students, including Course Representatives, to develop new initiatives and support existing events and schemes to ensure that all members of the student body are empowered to utilise their voices. You will collect and analyse student feedback, identifying areas of success and improvement, and ultimately ensure that all feedback loops are closed in a timely manner. This is a collaborative role which requires you to develop strong relationships and work cooperatively with a range of stakeholders such as Course Representatives, Academic Mentoring, Student Accessibility, Careers, Marketing, Academic Teams, Course Directors, Deans and the Executive Team.

Key Responsibilities

• Represent the college at events such as Open Days, UCAS Fairs, Inductions, and Student Exhibitions.
• Support student recruitment and the pre-enrolment process through outreach and social media activities.
• Schedule the Student Experience Calendar in alignment with our academic calendars, key transition points, and the student journey.
• Encourage students to use their Student Voice and actively promote the Course Representative role. During election cycles you will be required to visit classes to promote the scheme and run elections.
• Provide training to Course Representatives and develop resources to support them in completing their role.
• Maintain strong relationships with Course Representatives.
• Undertake work to further embed the student voice into LCCA's culture working with students as partners to inform decision making.
• Support Student Experience, Quality and Marketing in promoting surveys such as MEQs and the NSS.
• Work with Course Directors to support them in achieving strategic aims for their programmes which relate to Student Experience.
• Facilitate Student Voice events such as Course Representative Drop-ins, Town Halls and 1:1 feedback meetings. You will be required to take minutes, create action plans, and follow up on the actions.
• Work with Marketing to create and issue ‘You Said, We Did’ posters which summarise the completed actions and points of success from Town Hall meetings and other relevant sources of student feedback.
• Regularly analyse the student feedback you receive to identify areas of success and improvement and complete a yearly review of Town Hall feedback to ensure that all points have been addressed and feedback effectively conveyed to students and relevant colleagues.
• Run or support events relating to Student Experience, aligning with the student journey and key transition periods.
• Issue timely communications to students relating to the Student Voice.
• Work with Marketing to ensure brand compliant assets are created for Student Voice related activities, and that relevant activities are shared across social media channels.
• Work with Marketing and Production to positively promote the Student Experience service, capture student voices, and highlight success stories.
• Work with the Academic Mentoring Team, Careers, and Student Accessibility to identify areas of improvement and create action plans, feeding back those action plans to relevant committees and student groups, and tracking the progress of action plans.
• Engage with and develop the student community by developing interdisciplinary and cross-institutional relationships.
• Attend all mandatory training sessions and, if required, any additional training sessions relevant to the work you are completing.
• Complete administrative tasks on an adhoc basis.
• Support and direct Student Ambassadors as required.
• Provide impartial advice and guidance to students on submitting complaints. Record relevant information and share it as appropriate.
• Complete the reporting process for any informal complaints and liaise with Quality/Complaints to ensure that they are resolved in a timely manner.
• Undertake other reasonable tasks set by the Student Experience Team.

About You

Qualifications & Skills

• A bachelor’s degree or equivalent experience in higher education.

Knowledge and Skills

• An ability to work independently and in a team.
• An ability to problem solve and work from your own initiative.
• An ability to give and take instruction.
• An ability to analyse qualitative and quantitative data and present this in an appropriate manner.
• Excellent oral and written communication skills.
• High levels of IT literacy and competency with student management systems and Canvas.
• Knowledge of student voice related responsibilities within HE.

Experience

• Essential:
• Experience with elevating the student voice.
• Relevant industry experience.
• Experience of working with students as partners to provide services or activities.
• Experience of working with internal stakeholders to improve operations.
• Desirable:
• An ability to nurture inter-departmental relationships to complete collaborative projects.
• Calendar management.
• Experience with leading election cycles for student voice roles (or similar).
• Project management experience.
• Developing training for students.

What we offer

• Competitive salary.
• 20 days annual leave.
• Pension 5% personal contribution & 3% Company contribution.
• Season Ticket Loan (T&Cs apply).
• Vision Express Eye Care Vouchers.
• Training & Development opportunities (T&Cs apply).
• Staff Discount Scheme – via My Rewards Hub, from various retailers – Fashion, Grocery, Health & Beauty, Travel, Automotive, Furniture, Dining, Sports and Leisure, Electronics etc.
• Refer a friend scheme for staff members (T&Cs apply).
• Social events on campus and through GUS Social Committee 'GOSH - GUS on Staff Happiness'.
• Professional development opportunities, including training and career progression pathways.
• Employee wellbeing programmes and access to counselling services.

Our Approach

We are committed to ensuring our workforce is reflective of our diverse student population, striving to increase the representation of age, disability, gender identity and expression, religion, race, sex, sexual orientation, and socio-economic background of our employees. We’re also committed to providing adjustments to those who may require support with the recruitment process - please contact the LCCA Talent Acquisition Team at collegedivisionrecruitment@gus.global.

Please note: For this opportunity, you must be able to prove you have the right to work in the UK - if in doubt please visit the following link Employers' right to work checklist - GOV.UK (www.gov.uk). Please note we are not a licenced sponsor.