Academic And Student Experience Officer

Location: SA1 8QQ, Swansea

Employment Type: Perm, Full time

Sector: Education and Training

Salary: £24,350 - £28,150 per annum depending on experience

Hours of Work: full time. The role will be office based with potential for some home working during quieter periods. During busy periods there may be a requirement to work evenings/weekends or additional days in the office.

We are currently looking for an Academic and Student Experience Officer to join our lively and dedicated team in Swansea. The Academic and Student Experience Officer is a critical member of the College team in the administration of the key aspects of the student life cycle. The successful candidate will work across all functions of the team, covering both Academic and Student services. The role is multi-faceted and will require someone who is willing to learn and is happy working in a fast-paced environment. Teamwork will be an essential requirement of the role, as will a high level of customer service and a can-do attitude. The role requires a high energy, self-starter who can use their initiative and be an active and productive member of a cross functional team.

Main Purpose of Post

• Provide excellent customer service to all stakeholders of The College, in particular our students.
• Ensure that all student enquiries are dealt with in a professional and prompt manner.
• Signpost students to support services available to them both within The College and in the wider University setting.
• Support the new intakes of students across a number of programmes and subject areas across The College.
• Administrate the examinations and assessments moderation and examination processes for The College.

General Duties

• Participate in and enhance front line student communications, including helpdesk and LiveChat.
• To strive to improve the student experience at The College, working with team members across the College on enhancement activities each semester.
• To ensure accurate recording of all student communications via The College CRM.
• Working closely with other members of Student Services team to provide a high level of customer service to all stakeholders of The College.
• To carry out other duties as may be required on an ad hoc basis.
• To ensure knowledge and understanding of systems and processes across Student services to best advise and support students of The College.

Essential Criteria

• Values: Demonstrable evidence of taking pride in delivering professional services and solutions. Ability to work together in an environment of equality, trust and respect to deliver services that strive to exceed the needs and expectations of customers. Demonstrable evidence of providing a caring approach to all customers ensuring a personalised and positive experience.
• Qualification: An honours degree or equivalent, or significant and relevant work experience.
• Experience: Experience of working in a busy customer orientated environment, including dealing with stakeholders face to face, on the telephone and via email. Experience of using IT systems.
• Knowledge and Skills: A strong team player who is able to work autonomously when required. The ability to communicate with staff and students from a diverse range of cultural and educational backgrounds. Excellent administration skills. Good time management, with the ability to prioritise duties and seek clarification and guidance from a Manager when faced with competing priorities. A can do mentality and an open and flexible mindset. Ability to use own initiative but to also know when to escalate issues/situations.

Desirable Criteria

• A commitment to continuing professional development.
• Experience of working in higher education, particularly with international students.
• The ability to speak Welsh.

Benefits

• Competitive salary packages with regular reviews.
• Permanent contract providing long-term stability.
• Access to excellent additional benefits and pension schemes.
• Opportunities for ongoing professional development and training.
• Supportive working environment within a renowned educational institution.

The College, Swansea University is a dynamic joint venture partnership between Swansea University and Navitas plc, established in 2018 to deliver a comprehensive portfolio of pathway programmes. With state-of-the-art facilities at Bay Campus, dedicated student accommodation, and a focus on academic excellence, we are committed to supporting students from diverse backgrounds to achieve their goals and succeed in their future careers. The College sits within the Swansea University brand and delivers a comprehensive portfolio of pathway programmes which lead to both Undergraduate and Postgraduate degrees at Swansea University.

If you think you are ready to take the next step and become our Academic and Student Experience Officer, don't wait! Apply now to join a forward-thinking organisation that truly values its staff and students alike. Your future in education starts here—don't miss this fantastic opportunity!

Please note: Applicants must be able to demonstrate that they are eligible to work in the UK on an ongoing basis. This is not a role that we are able to sponsor. We reserve the right to close this vacancy early if we receive sufficient applications.