Student Guidance and Information Manager Job Description

Student Guidance and Information Manager Job Description

Responsible to: Accountable to: Overall Purpose Head of Student Services Deputy Director of Student and Academic Services In a higher education environment requiring effective and quick interventions, high quality customer service and clear ability to demonstrate and report on impact, the will lead a team focussing on delivering the highest quality support for students. The post holder will ensure students are provided with an effective first point of contact; receive accurate, timely and effective information; and are given appropriate onward referral where required. The postholder will be a key player in delivering against the University s retention, progression and student satisfaction key performance indicators. The post holder will also be responsible for evidencing the impact of the service on student satisfaction, retention and progression and for utilising data to drive continuous improvement for students. The will oversee two areas within Student Services the Student Information Desk (SID) and the Financial Guidance Team. The post holder will be responsible for liaising with academic and professional services teams across the institution to facilitate the most effective delivery of information and guidance to students. This post is critical to the ability of the University to deliver high quality support for students, working with people and with systems. Principal Duties and Responsibilities To drive continuous improvement across the University in relation to student information, communication and guidance, acting as a key player in the University s ability to deliver against relevant key performance indicators. To research policy and practice with respect to student guidance and information across the H sector in order to enhance institutional activity through the development or revision of ways of working and of institutional policy and practice. To be the source of expert advice and information to students, the Head of Student Services, the Deputy Director (SAS) and senior managers in the areas of student guidance and information. Within this: o o o To be responsible for the advice given by the Financial Guidance team, including oversight of Hardship and Financial Assistance funds, to ensure appropriateness of advice, processes and decision-making. To work with the Financial Guidance Team Leader to drive continuous improvement in that area. To be responsible for the guidance and information given by the Student Information Desk and ensure appropriateness of advice, processes and decision-making. To work with the Student Information Desk Team Leader to drive continuous improvement in that area. To deliver high level or complex guidance and information in the areas that fall under the postholder. Page 2

To work closely with academic and professional services staff, including Senior Managers, across the University, as well as with the Students Union, to enhance, develop, implement and monitor strategies to improve the delivery of information and guidance to students and the impact this has on student retention, achievement and satisfaction. To take responsibility for the development, implementation, monitoring and revision of University practices and approaches designed to enable the effective delivery of student information and guidance. To ensure compliance with appropriate quality standards, codes of practice and regulations. To work with others across the University to develop, implement and monitor a communications strategy for students. To be responsible for the development and implementation of campaigns to improve the delivery of information to students. To gain feedback on and analyse the impact of those campaigns and make improvements for the future. To be responsible for the development, implementation and ongoing maintenance of Student Guidance and Information web resources aimed at providing a high quality resource for students. Working with the Head of Student Administration and the Head of Student Admissions, to own and to be responsible for the process of enrolling new students into the University. With other colleagues across student-facing areas, to ensure the effective implementation and development of systems designed to improve the student experience and to deliver effective student support. To ensure these system meet the requirements of the financial guidance and SID teams, that improvements to systems are made to enhance the effectiveness and efficiency of the services and that systems can be fully utilised to deliver effective student support. Systems include, but are not limited to, the student records system, the CRM, Learner Analytics, Student Attendance Monitoring, FAQs. To manage the following areas, ensuring the delivery of a high quality and effective service to students and taking responsibility for staff development and continuous team improvement: o Student Information Desk o Financial Guidance To take responsibility for the development and delivery of management information pertaining to the impact of the area s activities on student satisfaction, transition, retention, progression and achievement. To analyse and present that information to senior managers across the university to enable consideration of changes that could be made to enhance the effectiveness of student support and to influence University action in relevant areas. To utilise service-level management information regularly to drive continuous improvement of the service for the benefit of students, Student Services and the broader University. To develop a strategic agenda for student guidance and information within the University, including in the areas of communication, tone, delivery mechanisms and other relevant matters. To be responsible, in conjunction with the Head of Student Services, for delivery of that strategic agenda across the institution. To take responsibility for the resolution of challenging, complex or long-running student cases which sit within the areas of responsibility, or to escalate as appropriate. To be responsible for the resolution and/or escalation of complaints made against the team. To ensure adherence to data protection legislation across the team. To be committed to the delivery of a high quality and personalised customer service to students. To embed an ethos of high quality and personalized student guidance and information across the team, working to deliver a culture of continuous improvement in this. To oversee the administrative implementation of the cause for concern process. Page 3

Core People Management Duties & Responsibilities Manage Performance and Behaviour (including the PDR and the Probation period) Monitor Leave and Absence Monitor and approve development opportunities Communicate effectively Foster wellbeing Plan resources (human and capital) Undertake all aspects of recruitment Promote a positive health, safety and environmental culture and manage health and safety performance. Generic Duties and Responsibilities To develop cost-appropriate proposals to support the University in providing a super supportive experience for all students. To work with senior colleagues across the University to ensure delivery of proposals to provide a super supportive experience for students across the academic portfolio. To oversee arrangements to ensure the SID provides appropriate administrative support to the specialist student services, working to make enhancements where necessary. To develop and oversee reports and management information to support the work of the area and to ensure its effectiveness in the pursuit of student satisfaction, transition, retention, progression and achievement. To brief the Head of Student Services and the Deputy Director (SAS) on lessons to be learned from the reports and management information, proposing service improvements or institutional actions in response. To utilise the data to ensure an effective student experience. To monitor service performance, including students seen, outcomes etc., and to ensure delivery of service against department SLAs. To make changes and improvements where SLAs are not being adhered to, to ensure service to students remains high quality, super supportive and effective. To develop and maintain effective working relationships within the University, with the Students Union and with relevant external agencies. To represent Student & Academic Services on relevant internal working groups and with external professional organisations to network, share best practice and develop inclusive practice, procedures and policies. To be an active member of the Student Centre Management Committee and the SAS Managers Group and, where appropriate lead on relevant SAS/Student Services campaigns and projects. Page 4

The post holder will be expected to undertake other responsibilities and tasks as reasonably requested by the Deputy Director (SAS) and/or the Head of Student Services. The post holder will be responsible and accountable for ensuring all employment legislative requirements are adhered to including equality and diversity and health and safety issues. The job description may be altered at any time in the future in line with the level of the post to meet changing institutional requirements, but only in full consultation with the post holder. Page 5

Person Specification Please ensure that your application statement provides clear and specific examples to illustrate how you meet each essential criterion. Applicants that fail to do so will not be shortlisted. Criteria Qualifications Please see Key below ssential / Desirable Assessment Methods 1 Honours degree or equivalent experience A 2 Postgraduate qualification in a relevant subject area D A Skills, Knowledge and xperience 3 Advanced knowledge of policies and practices associated with student guidance and information within H, P 4 Knowledge of issues and developments within H that impact on the student experience P 5 Demonstrable knowledge and experience of promoting student guidance and information to students within an higher education environment, P 6 Clear knowledge of the use of software and systems, e.g. CRM or Learner Analytics, to support the delivery of effective and aligned student guidance and information, P 7 Previous successful experience of designing and delivering events D 8 Previous experience of overseeing financial processes D 9 Demonstrable commitment to delivering a high quality and personalised customer service to students 10 Demonstrable experience of developing, defining and revising policies and processes and of implementing service improvements 11 Proven experience of identifying issues and possible solutions, assessing options and making recommendations and problem solving T 12 Ability to deal with, and support others in dealing with, complex, challenging or difficult situations 13 Proven experience of writing reports for a range of audiences, including senior managers, to convey technical or complex information effectively, T 14 Comprehensive IT skills including advanced use of Microsoft office packages A Page 6

15 ffective research and data analysis skills with a commitment to data integrity and to the use of data to monitor performance and to make service improvements 16 xperience of liaising with external bodies in a professional, effective and successful manner 17 xperience of leading on projects and able to demonstrate successful outcomes 18 xperience of regulations and policies related to student progression through higher education programmes of study D 19 Demonstrate an understanding of HR policies and procedures 20 Ability to identify and undertake vital conversations appropriately 21 Ability to delegate appropriately Personal Qualities 22 Ability to adapt to organisational change P 23 Ability to adapt to technological advances in the workplace 24 xcellent persuasion, negotiation and mediation skills 25 Demonstrable interpersonal skills and ability to build and maintain constructive working relationships A 26 Ability to handle competing demands and effectively prioritise workloads A, T 27 xcellent presentation skills and ability to tailor information to the audience P 28 Ability to work autonomously including setting of targets and monitoring progress I 29 xcellent management and leadership skills () ssential (D) Desirable (A) Application (I) Interview (T) Test (P) Presentation Page 7

Terms and Conditions of mployment Job Title: Duration: Hours: Salary: Work Base: Pension: Holidays: Substantive Full time: 37 hours per week Grade 8: 39,609-48,677 per annum Waterside Campus or any of the University of Northampton premises as required ligible to join the Local Government Pension 24 days per annum plus 5 days after 5 years continuous service plus Bank Holidays and closed days Notice period: 2 months Probationary period: 12 months Additional Points to Note Applicants are required to provide two referees who can give an opinion on academic and/or professional work experience. Successful applicants are required to provide any stated/required qualifications and evidence of any memberships to professional bodies. Applicants must provide evidence of their right to work in the UK in accordance with the Asylum and Immigration Act 1996 and Immigration Asylum and Nationality Act 2006. The starting salary for all new appointments and internal promotions will normally be at the minimum point of the grade. Should you be shortlisted to attend an interview the University will not reimburse you for any expenses incurred. Page 8