Fees And Quality Officer

Job Description

Purpose of Job:

The University enrols most of its’ new students during September. This academic year enrolment is being carried out in two phases: with Home students enrolling entirely online, and International students enrolling partially online followed by a face-to-face appointment. 

The Enrolment Customer Service team will provide support to applicants going through the online enrolment processes to ensure they understand how to complete the tasks, upload documentation and answer queries that arise.


Main Roles & Responsibilities:

  • To supervise and support the enrolment customer service team to answer queries, using a variety of communication methods, from applicants going through the online enrolment process in the following ways:

  • Complete Salesforce and Enrolment Customer Service training  

  • Use the QLV4 student record system and student lists to identify applicant or student’s stage in the enrolment process 

  • Signpost applicants and new students to appropriate teams

  • Answer applicant and new student general queries 

  • Use Salesforce efficiently to answer enrolment queries 

  • Aid applicants along the online enrolment portal 

  • Raise technical issues with online enrolment with Supervisor 



Undergraduate degree or equivalent (preferred).


Selection Criteria:

  • Excellent customer service skills

  • Proven communication skills

  • Good command of the English language

  • Ability to deal sensitively with students whose first language is not English

  • IT literate

  • Helpful and able to pass on clear and concise instructions and information to students

  • Experience of working as a team

  • Proactive in problem resolution

  • Flexible attitude to work, willing to undertake various duties as required to ensure the efficient operation of the enrolment event


The post holder will be responsible for the instruction of Fitness Class sessions to the University Sports Centre Users.

This role will pay 30-40 pounds per session.


Experience of delivering Fitness Class Sessions and working in an environment dealing with a broad range of users.

Relevant National Governing Body Teaching Qualification and Personal liability insurance.

Knowledge of the issues relating to health and safety in the delivery of Fitness Class sessions.

Good communication skills, be able to relate to a wide variety of different types of users.

Have demonstrated leadership skills and be able to develop the session.

Knowledge and understanding of fitness training relating to other classes or services provided by the Sports Centre is desirable.

Experience in planning for development of Fitness Classes is desirable.

A First Aid qualification is desirable.

Demonstrable understanding of Diversity and Equality and its practical application in Higher Education.


please send your CV to Daniel Campbell - campbd17@lsbu.ac.uk




  1. To be responsible to the Fitness Manager for the running and supervision of the sports centre fitness class sessions.

  2. To ensure that the classes begin and end at the advertised times and that only authorised users participate, collecting tickets from all attendees before the session starts.

  3. To act in accordance with sector best practise, and NGB guidelines and code of conduct.

  4. To be responsible for the Health and Safety of all participants including ensuring the safe use of equipment, and communicating any faults to the Operations Manager – (Health and Fitness).

  5. To collect feedback from users for the development of the session/ programme.

  6. To liaise with the Operations Manager (Health and Fitness) in the development of these sessions.

  7. Any other duties appropriate to the role as directed by the Fitness Manager during the regular hourly slot.

  8. Session plans are to be provided and approved by the Fitness Manager on a quarterly basis, the session plans are to evolve so as to keep the customers interested and their progression continuous.

  9. The instructors are to market the class alongside LSBU Active to increase awareness of the classes and help promote academy events to their attendees.

  10. It is the responsibility of the instructor to inform their clients of any class changes due to annual leave or cancelation due to lack of attendance.

  11. All instructors are to be evaluated on a quarterly basis, unless a concern has been highlighted which means that this may be sooner.

  12. All instructors are to be on site on the hour even if the class starts at 10 past the hour to allow for set up time.

  13. Some classes will be removed during the quieter times while the students are away as this can affect the attendance levels.

  14. Due to fluctuations in trends, classes will be reviewed and timetables amended on a quarterly basis.

Health Equity Fellow to undertake a systematic review of access to care - barriers and faciliators





Health equity experience

Data analysis (inc recoding) of a qualitative data set of patient interviews about tobacco dependence treatment started in hospital.




Qualitative data analytical skills

writing for publication