Student Engagement Advisor - REQ 11326

Job Description

KEY RESPONSIBILITIES  

  1. To support the Supervisor to achieve the day-to-day tasks, by understanding individual and team tasks, working to deliver an effective and efficient service and supporting colleagues to ensure that all tasks and services are supported therefore contributing to individual and team metrics/KPI?s.
  2. To establish and maintain good working relationships with all stakeholders, providing advice, information, signposting and sharing specialist knowledge with all team colleagues relating the school portfolio that they have been allocated in that academic year. Supporting different portfolios as needed, which will allocated by the Supervisor and/or Coordinator using a data led approach and rotated yearly as appropriate.
  3. To play an active role in ensuring that the team provide excellent customer service, ensuring they are contributing to the continual enhancement of services offered by highlight processes, procedures or policies that are not easily administrable, identifying any barriers and possible solutions.   
  4. Responding to enquiries in a timely, calm, sensitive and informative manner through the variety of platforms available to students, providing advice and information relating to extenuating circumstances and attendance monitoring, making sure the information provided is accurate and escalating complex queries or concerns with the Student Engagement Coordinator.
  5. Supporting the attendance monitoring process by completing weekly reviews, identifying students not meeting the attendance/engagement thresholds, sending out emails/appointments as per the policy, managing a case load of students, writing up all actions in the CRM, making appointments with appropriate members of academic staff (in line with the policy) to complete attendance review panels, recording this information and completing all follow up work.
  6. Working collaboratively with Schools to support students ?at risk? of non-continuation by providing timely and effective interventions to re-engage the student with their studies, adopting a mentoring and coaching approach to support the students to achieve their full potential.
  7. Completion of interruption and withdrawal procedures as a result of continued poor engagement, making sure to liaise with appropriate key stakeholders and providing weekly/monthly reports on student engagement and non-continuation (withdrawals and interruptions).
  8. Working on a continual basis to review and support the extenuating circumstances process, ensuring the queries are responded to, decisions made, and communicated, complex cases are resolved, all decisions are appropriately recorded, with all stakeholders informed, providing reports relating to the volume of queries and completion of tasks in line with SLA?s.
  9. Responsible for delivering ad hoc activities that contribute to continuation, progression, and successful student outcomes across the University. 

 

This list is not exhaustive. The postholder will be expected to carry out relevant and related tasks as commensurate with the current grade and agreed with the Head of Student Administration or their nominee.



Qualifications

n/a



Skills

PERSON SPECIFICATION / SELECTION CRITERIA

 

Applicants will be short-listed solely on the extent to which they meet the following essential (E) and desirable (D) requirements.

 

Experience

  • Practical administration experience (E) working in a higher education setting (D), supporting and resolving students/customer concerns both face to face and online (E). 
  • Experience of supporting and resolving students concerns both face to face and online (E) with an experience of and/or understanding the current issues facing students including the barriers and challenges to engagement. (D)
  • Experience of managing a student caseload (E) using data to target support (D) providing mentoring and coaching support (D).
  • Experience of maintaining accurate records, (E) the use the IT systems/software to input, store and where appropriate gather data (E).
  • To be able to use own initiative to plan (E), prioritise and organise own varied workload, in a timely manner (E), to approach challenges/problems in a creative and proactive way (E).
  • To operate flexibly either as part of a team or independently (E).
  • Excellent organisational and administrative skills (E) and to cope with high volumes of work and work as a team during stressful periods in the academic year in a calm and efficient manner (E).
  • Good customer service/relationship skills (E), dealing sensitively with enquiries from a diverse range of individuals, and de-escalate and manage potentially difficult or conflict situations calmly and with confidence (D).
  • Experience of servicing committee meetings, both in preparation and minute taking, and following up matters raised in meetings (D).
  • To be committed to and have experience of the application of ICT in administration (E). Knowledge of word processing, databases and spreadsheets (E) and of the use of the web (D). Willingness and ability to learn new packages in order to carry out the duties of the role (E).
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We are urgently looking for an Executive Assistant who will support the CIO in the development and implementation of strategic initiatives and will include the coordination of cross-service projects to achieve strategic and operational aims. The post holder will develop effective working relations with staff at all levels across the University and regularly liaise with a wide range of stakeholders to ensure the smooth running of ITS?s operations and the fulfilment of strategic objectives. The post holder will also be responsible for the operational management of the office of the CIO on a-day-to-day basis dealing with all enquiries and ensuring matters are escalated as appropriate in a timely manner.

 

Main duties and responsibilities 

To effectively develop and manage an electronic filing system for the CIO, ensuring that all stored documents, files and reference materials are up-to-date and systems are transparent and easy to use. 

 

To prepare reports, correspondence, communications, presentations and other documents for the CIO at his/her request. 

 

To prepare management information and briefing material, as directed by the CIO. 

 

To provide comprehensive executive support and advice to the CIO on a variety of issues relating to IT Services using in-depth knowledge of the University to provide opinion and credible solutions to problems arising. 

 

To collaborate and develop strong working relationships with staff and management from across Professional Services, attending relevant networking groups ensuring that professional communications standards are maintained at all times. 

 

The Executive Assistant is expected to use their professional judgement and experience to identify issues, trends and problems which may have a broad impact, bringing those issues or communications of highest priority or sensitivity to the attention of the CIO. 

 

The post holder is expected to comply with all Health and Safety policies and procedures and to ensure that all activities are undertaken in a safe manner.

 



Qualifications

Educated to degree level or with equivalent experience as a PA/EA. 

 



Skills
  • Substantial experience of working as a PA/EA in a Higher Education Institute or IT Services organization 
  • Experience of supporting  committee work at a senior level 
  • Experience of dealing with complex and sensitive business activities in an executive support role. 
  • Comprehensive understanding of the Higher Education sector 
  • Experience in handling difficult situations with tact and sensitivity. 
  • Knowledge of project management principles with the ability to coordinate, monitor and support multiple project groups. 
  • Ability to manage and prioritise activities of self and others in order to meet tight deadlines. 
  • Ability to exercise creativity and judgement in problem solving. 
  • Excellent IT Skills including Microsoft Office and an understanding of management information systems. 
  • Excellent organisational skills with the ability to balance competing pressures, deadlines and demands. 
  • Strong interpersonal skills and proactive approach 
  • Self-motivated and acts on own initiative. 
  • Able to work independently, and as part of a team. 
  • Adaptable, flexible and able to cope with uncertainty and change. Professional calm and efficient manner. 
  • Required to carry out duties at other University sites as necessary, to support the wide ranging activity of the Estates and Facilities Directorate. 
  • Able to maintain complete confidentiality at all times when dealing with sensitive information. 

     

The Student Ambassador Admin Assistant is responsible for a range of administrative duties to ensure the efficient running of the Student Ambassador programme, as well as supporting with other administrative tasks for the Widening Participation and Outreach team. Tasks include:

  • Act as a point of contact for the student ambassador scheme, and anyone booking ambassador via email, over the phone or in person
  • Upload jobs onto our employment portal, HEAT, and booking appropriate ambassadors for jobs.
  • Managing the student ambassador mailbox ? answering emails and responding in a timely manner.
  • Support with the recruitment and training of new cohort of Student Ambassadors.
  • Book meeting rooms for colleagues and supporting with administrative duties in line with the work of the team.
  • Organise and update office databases
  • Respond to questions and requests for information
  • In addition to the role there will be opportunities to gain experience supporting taster days, talking about your experiences as a student and being a positive role model to prospective students.

To apply please make sure you submit a supporting statement on how you fit the essential skills and experience for the post. 



Qualifications

Graduate of London Met. This opportunity is not available to current enrolled students.



Skills

Experience/Skills

Essential

1. Experience of working in a customer focused role

2. Strong numerical skills and attention to detail

3. Clear understanding of customer service best practice

4. Strong IT skills particularly in Microsoft Outlook and Excel

5. Excellent interpersonal and communication skills

6. Strong problem solving skills

7. Ability to motivate and enthuse others

8. Able to work on own initiative

9. Understanding of data protection principles

Desirable

1. Knowledge of or interest in the HE landscape and the challenges and opportunities withing the sector.

2. Suitable experience or interest in widening participation, student recruitment and student facing roles.

Qualifications

? Graduate of London Met. This opportunity is not available to current enrolled students.

The NMPC faculty is seeking a research assistant with strong organisational skills to support an educational innovation project. The role involves collecting, transcribing, and thematic analyse of qualitative research from  focus groups. The successful candidate will be responsible for synthesising key insights, assisting with data interpretation, and contributing to the dissemination of findings to the research team. This role will take place over a series over 3 months with 12 hours of work each month. 

Monthly deadlines for completed work 

Receive audio file recording - 15th May 

Complete transcription and analysis - 20th May

Receive audio file recording - 12th June 

Complete transcription and analysis - 17th June

Receive audio file recording - 10th July

Complete transcription and analysis - 15th July 

 

Applicants must be able to commit to all the deadlines above. 

Key requirements of the role 

Transcription & Analysis

? Report & Findings Dissemination

? Collaboration & Communication

Administrative & Organisational Support



Qualifications
  1. A degree (or working towards a degree) in a relevant field such as social sciences, health sciences, or a related discipline.


Skills
  1. Good communication skills 
  2. Experience in data analysis, and reporting research findings
  3. Transcription skills 
  4. Proficient in gathering, cleaning, and preparing qualitative data exports for accurate and efficient analysis
  5. Ability to critically analyse and interpret data, draw conclusions, and make recommendations based on research outcomes
  6. Strong attention to detail in data collection, analysis, and reporting to ensure accuracy and reliability in research outcomes
  7. Excellent oral and written communication skills to effectively present research findings, collaborate with team members, and engage with stakeholders
  8. Strong organisational skills to coordinate activities, and meet project deadlines
  9. Understanding of research ethics principles and guidelines to ensure research compliance and integrity
  10. Capacity to work collaboratively with a research team, share knowledge, contribute insights, and support the achievement of research
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