Student Services Officer - Graduate

Important - Please read: This role is for graduates only and is not suitable for current students. If you are interested in applying for this role, please write a statement outlining how your skills and experience match the points in the Experience/Skills Required section of this job advert.  If you have any questions about the role please contact the hiring manager who is Paul Guyver, DDS Manager at p.guyver@londonmet.ac.uk 

The Department of Student Services wishes to appoint a Student Services Officer to support the work of the Disability & Dyslexia Service (DDS) which is part of the Student Services Department. 

Student Services provides a range of student support, information, guidance and development services across the University. The department is composed of: Student Money & Accommodation Advice (SMAA); Counselling & Mental Health; Disabilities & Dyslexia Service (DDS); and International Student Support. These teams work closely together (and with other sections of the university) to provide the best possible services to our students, to enhance the student experience, to help students achieve their full potential and to meet the strategic aims of the University.

The Department is committed to high standards and innovation, taking an approach which is most suited to the needs of our student body, fits with the resources available and meets the strategic aims and objectives of the University, specifically in relation to: (a) recruitment, (b)  student experience and retention, (c) achievement, (d) investment and finance, (e) people and culture.

A range of services is offered, including the provision of information to students, web-based information, quick queries, one-to-one appointments, consultancy to academic and professional services staff.

You will be working with the Service Manager and Disability and Dyslexia Advisers providing administrative support to key service activities. Acting as the first point of contact for general queries you will provide advice in accordance with legislative frameworks (such as the Equality Act 2010) as well as DDS processes and procedures. You will assist with key DDS administrative activities to ensure records are kept accurately and student queries as addressed efficiently. You will additionally support DDS colleagues at workshops and events to help raise staff and student awareness. You will be based at the Holloway Road campus and work onsite five days per week.  

The post offers a good opportunity for individuals who are looking to develop skills and experience within the field of disability support.  

The postholder will:

1. Act as a primary point of contact for Student Services, dealing promptly, professionally and efficiently with all incoming enquiries; make appropriate referrals and appointments both within the service and across the University. (Advice and information could be given by the phone, in person, email or via online services). 


2. Carry out relevant day to day administrative and office procedures within Student Services, ensuring an excellent customer experience and high service quality, through attainment of agreed timescales and quality standards.   


3. Work collaboratively with other team members and the Service Managers, to ensure the efficient and effective running of Student Services.


4. Work with a customer centred approach to ensure that there is collaborative working with external and internal partners at all times, mindful of the reputation of Student Services and wider University, championing best practice within Student Services.


5. Accurately and efficiently update administrative records/spreadsheets and databases in respect of any student interaction with Student Services as required.           


6. Maintenance of and archiving of all files and records, keeping in line with all legislative and financial requirements.


7. Maintenance/devising of the services standard letters, forms and on line and e-material.


8. Collation and reporting of data in relation to service levels in order that the effectiveness of Student Services can be continually monitored.


9. Collate and relay customer feedback and comments in order to assess and improve upon the service levels provided by Student Services.


10. Plan and prioritise own work activities, responding to workflow and requirements within Student Services, in addition to own responsibilities.


11. Annual reviewing, amending and distribution of the applicant ‘welcome’ information, in conjunction with other Student Services staff, Supporting the start of year activities in order to promote Student Services to both staff and students


12. To be proactive in maintaining and developing areas of knowledge, in particular that relating to relevant legislation, practices and sector best practice, and sharing such knowledge and expertise with colleagues.


13. Responsible for overseeing the bookings and day to day running of SpLD screenings in the DDS including, detailed SpLD IAG to students in relation to the results of the screening, recording of screening results, explanation of next steps including Educational Psychologist assessment, Educational Psychologist funding and the Disabled Students Allowances.


14. Coordinate Educational Psychologist bookings on and off site, including: booking of appointments, receipt and processing of all Educational Psychologist reports with the DDS.


15. Supporting Service Managers and teams with key activities and projects central to the University strategic plan and Student Services operations by providing relevant and timely administrative support.


16. Support the Student Services e-community strategy through the production and facilitation of the e-bulleting and e-meetings and training.

Education and training

• Educated to degree level or equivalent.   (essential)


• Specialist qualification in an area closely related to disability, specifically SpLD, or equality issues. (desirable)

Person Specification (essential/desirable criteria)

Relevant experience

• Substantial experience in a supportive role within a team structure (essential)


• Experience of office routines in a multi-function, fast paced, environment.  (essential)


• Experience of working with people from a diverse range of backgrounds including people with disabilities and mental health issues. (essential)


• Experience of record keeping and reporting. (essential)

General and special knowledge

• A high level of knowledge of the support available to students with disabilities within Higher Education. (essential)


• Awareness of: (a) record keeping systems, (b) the student life-cycle in relation to disability and (c) process for reasonable adjustments  (essential)


• Understanding of the need for confidentiality associated with the role. (essential)


• Knowledge and experience of financial work including application of organisational and/or regulatory requirements.  (essential)


• Knowledge of the Disabled Students Allowances and Higher Education Statistics Agency (HESA) processes and ability to administer them. (desirable)


• Knowledge of SpLD and understanding of support for SpLD in  HE environment (desirable)


• Awareness of: (a) record keeping systems, (b) the student life-cycle in relation to disability and (c) process for reasonable adjustments  (essential)


• Understanding of the need for confidentiality associated with the role. (essential)

Skills and abilities

• Excellent organisational and coordination skills, including attention to accuracy and an ability to prioritise effectively. (essential)


• Excellent written and oral skills and the ability to communicate clearly and confidently. (essential)


• Ability to be flexible and self-motivated and to work alone and in teams. (essential)


• Ability to work constructively with a wide range of people from diverse backgrounds. (essential)


• Excellent ICT skills including word processing, spreadsheets, databases, use of email, internet, university-specific systems such as Evision and SITS; a willingness to develop these skills as necessary. (essential)


• Ability to communicate effectively with students / applicants who are angry or distressed.  (essential)


• Ability to create and maintain systems and records, both paper and electronic. (essential)