Programme Officer

Student Support

• Provide high quality and responsive front-line support to students through the on-campus reception desk and departmental inbox(es).
• Ensure enquiries are responded to as appropriate within agreed timeframes, taking responsibility for responding directly to more complex enquiries and escalating with line manager when required.
• Support the provision of student lifecycle processes – from welcome and induction, timetabling and attendance monitoring, to assessment and beyond.
• Use systems and databases, e.g. student records systems and virtual learning environments, accordingly, and in accordance with best practice.
• Actively participate in the development and improvement of processes to support students and academic staff by identifying and suggesting service improvements based on stakeholder feedback.
• Take personal accountability for the data quality of student information, ensuring records are accurately maintained in accordance with agreed processes.

Staff Support

• Provide consistent high level of support for academic staff relating to programme delivery, for example timetables, classroom bookings, student attendance monitoring, student information.
• Support the Senior Programme Officer and Programme Manager in executing operational activities such as attendance monitoring, assessment preparation, checking timetables for accuracy for staff and students.

Team Working & Collaborating

• Work flexibly as part of a team, supporting others in times of high-volume activity, providing cover and supporting the training and development of new staff members.
• Make use of effective time management and prioritisation techniques, planning workload and anticipating peak times of activity so that multiple and sometimes conflicting deadlines can be met.
• Use initiative and judgement to resolve issues and to respond to student or staff concerns, escalating where needed to relevant managers.
• Provide clear, timely and professional communication at all times, ensuring academic and Professional Services colleagues are updated on key matters relating to students and programme administration.
• Ensure all work is carried out in a professional and timely manner, with appropriate confidentiality and sensitivity.

Other

• To service committees as directed by your line manager.
• Maintain an up-to-date knowledge of the data protection requirements and to support Freedom of Information and subject access requests.
• Demonstrate a commitment to equality, diversity and inclusion in all work carried out.
• Take responsibility for own performance and development, through agreeing clear performance objectives, maintaining up-to-date knowledge and reflecting on own performance.
• To support the work of the Student Experience Team in student engagement events and activities, where required.
• Be flexible in approach to duties, able to re-prioritise work where necessary and adapting to changes in procedural duties.

Skills and Experience:

• Excellent time management and organisational skills.
• An ability to work under pressure to complete a range of competing priorities, with tight deadlines, whilst maintaining a high level of accuracy.
• Excellent written and oral communication skills.
• Experience of stakeholder management, ability to work with a broad range of stakeholders in a professional and assured manner.
• Strong numeracy skills and ability to analyse complex numerical data (e.g. assessment marksheets/attendance monitoring reports/student engagement reports).
• A strong customer-focused approach, with the ability to provide a high standard of service to students, staff, and external stakeholders.
• An ability to work proactively, both independently and collaboratively as part of a team, to complete a range of competing priorities, and to request/utilise support as and when required.
• Experience of using virtual learning environments - Desirable.