JOB DESCRIPTION

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.