Academic Support Officer (ASO) in City of London

The London Academy for Applied Technology (LAAT) is a dynamic and rapidly growing higher education institution delivering undergraduate programmes in Business, in partnership with Plymouth Marjon University. LAAT is committed to widening participation and delivering an outstanding student experience underpinned by high-quality teaching and robust governance.

Job Purpose

The Academic Support Officer role provides essential administrative, operational, and technical support to ensure the smooth delivery of academic-related processes, particularly those linked to assessments and student academic engagement. This role is fundamentally supportive and coordination-focused, with tasks and responsibilities undertaken under the direction of the Assessment Lead and Program Lead. Operating across assessment coordination, academic administration, and frontline student support, the postholder plays a key role in supporting students throughout their academic journey.

The position is designed to underpin core academic operations and does not hold decision-making responsibilities, but is integral to ensuring processes are executed accurately, consistently, and in alignment with institutional and partner university requirements. A strong command of digital systems and academic platforms is central to this role. The postholder is expected to be the operational expert on key platforms including Turnitin, Moodle, and the Microsoft 365 suite, ensuring all technical processes run smoothly and efficiently.

Assessment Coordination and Turnitin Management

• Coordinate the setup, configuration, and scheduling of all assessments on Turnitin, as directed by the Assessment Lead.
• Ensure coursework briefs and submission links are correctly uploaded, tested, and live by agreed deadlines, troubleshooting any platform issues independently.
• Track student submissions on Turnitin and generate weekly reports on submission status, flagged issues, similarity scores, and late submissions for the Assessment Lead and Program Lead.
• Maintain and update records of students with resubmissions, extensions, and pending actions.
• Manage and maintain the Moodle VLE, including uploading assessment briefs and resources as directed by the Assessment Lead.

Submission Monitoring and Student Engagement

• Proactively monitor and follow up on non-submissions, late submissions, or technical issues, engaging with students to offer timely support.
• Liaise with students who have delayed or missed submissions to understand reasons, provide procedural guidance, and elevate where appropriate to the Assessment Lead.
• Maintain accurate records of late submissions, extensions granted, and communication logs, ensuring data is available for assessment reviews.
• Liaise with referral partners and share lists of non-submitters to chase for submission within late submission deadlines.

Academic Support Liaison

• Act as a responsive point of contact between students and the academic team, helping students clarify assessment requirements and submission processes.
• Connect students who are struggling with their assignments to the relevant academic mentors or teaching staff, as directed by the Assessment Lead.

Administrative and Compliance Support

• Ensure all assessment activities follow partner university guidelines and institutional policies, reporting any concerns to the Assessment Lead or Program Lead.
• Support documentation of submission logs, feedback tracking, and assessment board preparation.

Student-Facing Academic Support

• Serve as the primary point of contact for assessment-related student queries, offering clear information on submission procedures and deadlines.
• Guide and train students on how to use Turnitin and Moodle, including file format requirements, word count policies, and similarity checks.
• Escalate academic concerns or disengagement patterns to the Assessment Lead or Program Lead in line with institutional processes.

Collaboration and Communication

• Maintain clear and consistent communication with the Assessment Lead and Program Lead, ensuring full visibility of all assessment activity, student issues, and operational updates.
• Coordinate with Registry, Student Support, and IT Services to address any technical or procedural barriers students may face during assessment, keeping the Assessment Lead informed.
• Refer students to internal or external support services as appropriate, ensuring timely follow-up and reporting outcomes to the Assessment Lead.
• Proactively monitor student engagement, escalating concerns in line with safeguarding and retention protocols.

Data, Records, and Reporting

• Maintain accurate, up-to-date student records using institutional Student Information Systems.
• Use engagement or performance data to identify at-risk students and produce clear reports for the Assessment Lead and Program Lead.
• Support the institution's quality assurance processes by helping to capture student feedback and improve service delivery.
• Keep records of EC forms, corresponding evidence, and AM forms pertaining to students.
• Support the Assessment Lead and Program Lead in the conduct of standardisation meetings and maintain appropriate records.
• Ensure safekeeping of all documents pertaining to assessment briefs for submissions, resubmissions, standardisation, internal moderation, EC and AM for both internal records and external body requirements.

Essential Technical & Systems Proficiency (Critical)

• Demonstrable, hands-on experience with Turnitin — including assignment setup, submission management, similarity reporting, and troubleshooting.
• Confident working with Moodle or an equivalent VLE (e.g., Canvas, Blackboard), including uploading content, managing course areas, and supporting students with platform navigation.
• Advanced proficiency in the Microsoft 365 suite, including Excel (data management, reporting, pivot tables), Word, Outlook, Teams, and SharePoint.
• Ability to learn, adapt to, and champion new digital systems and Student Information Systems quickly and independently.
• Strong data management skills with experience maintaining accurate records in digital environments.

General

• Experience in an assessment-based, student support, academic services, or advisory role in a further or higher education setting.
• Excellent communication, interpersonal, and empathy skills when working with diverse student populations.
• Strong organisational skills with the ability to manage multiple priorities and handle sensitive information appropriately.
• A student-first mindset with a calm, solution-focused approach under pressure.

Education

• Bachelor's degree (any discipline). A Master's degree is welcome but not required. Demonstrable technical proficiency and relevant work experience will be weighted equally alongside academic qualifications.

Benefits

• Nest pension Scheme.
• CPD Training.
• Work-life Balance.