Student Success Officer

Overall purpose

Working in partnership with Academic Support Officers, Student Finance Officers and other colleagues, Student Success Officers are responsible for providing day-to-day advice and support about all aspects of students’ learning experiences to approximately 250 students in a HUB.

Specific duties and responsibilities

• To contact students a fortnight before all assessment deadlines to remind them about those deadlines, and to track submissions rates daily until the submission and late submission deadlines pass.
• To monitor students’ attendance at timetabled teaching sessions and contact students who do not attend.
• To familiarise themselves with the College’s student-facing policies, including about complaints and appeals, mitigating circumstances, academic misconduct, and assessment, to make sure the advice and support they give to students is consistent with these policies.
• To receive and resolve queries from students within 48 hours, providing advice and guidance according to the College’s approved policies.
• To liaise with other colleagues as necessary to determine the appropriate advice and support for students, including:
  • Academic Support Officers (ASO), for all academic related issues.
  • Student Finance Officers (SFO), for all queries related to Student Finance England Loans, payment schedules, grants, fees, bursaries, hardship funds.
  • Head of Student Success, for student suspensions and withdrawals, concerns about the role of the SSOs, observations regarding HUB-wide behaviours or issues, or any other particularly complex, contentious, or urgent issues.
  • Registry team, for Unit -E data related issues, marks, grades, finishing times, cohort information, etc.
  • Attendance team, to ensure students are assisted on time with accurate information & guidance, and to respond to ongoing attendance issues.
• To identify and refer students in need of specialist support to the relevant support service, including Student Wellbeing and academic skills support.
• To use the CRM to record all issues raised by students and track response times.
• To answer incoming calls within 3 rings through 3CX. The 3CX app must be logged in during working hours.
• To answer internal and external emails punctually, if required by return.
• To treat every student’s query with the utmost courtesy and urgency (and sensitivity, where appropriate), providing first-class service until the query is resolved.
• To communicate with students in a professional and formal manner.
• To invigilate Click English Tests according to the assigned schedule as requested.

To attend

• Weekly HUB management meetings, using the HUB report to track the progress of individual students, identifying where interventions need to be made.
• Daily Submissions follow up meetings, to monitor submission of students’ assessments.
• Daily meetings of all SSOs, to raise and discuss issues of mutual interest and/or issues impacting more than one HUB.

Shifts

• To work as per the shifted Rota 9am to 6pm & 10 am to 7pm as per UK timings.
• To work on Saturdays as per the team Rota.
• To work on all UK operating days.

Key Performance Indicators

• Student satisfaction Rating.
• Call rate performance.
• Punctuality, discipline, and work ethics (working relationship).
• Quality of the work process.
• HUB management.

The duties and responsibilities described are not a comprehensive list and that additional tasks may be assigned to the SSO from time to time; and the scope of the job may change as necessitated by business demands.

Compliance Statement

Successful applicants will be required to complete pre-employment checks, including a criminal records check, two references, ID and Right to Work verification, and education confirmation. We are an equal opportunity employer and value diversity and inclusion, selection for employment is based solely on an individual’s skills, qualifications, and experience relevant to the role.