The role is the College’s operational lead for all administration associated with the student lifecycle from enrolment through to graduation, and for the co-ordination of student life activity. You will be managing an international team dealing with all aspects of the student journey and student records in relation to general administration including accommodation, university partner procedures, language delivery administration, student records system, support with onboarding new academic partners, support and oversight of all campuses abroad and any other responsibilities as required by the institution. 

Responsibilities:
Overseeing and ensuring the smooth functioning of a team of Student Services officers located over several campuses, while delivering an exceptional student service to all students and working as a business partner to other departments of the organisation. 

Overseeing and monitoring the quality of the Team’s work and identify areas that require additional training in the following areas:

• Daily management of all contact channels open to students (including e-mail, phone, internal CRM, requests coming via sys etc) for general inquiries. Ensure that these channels are handled in an efficient manner and all student queries are responded within 24 hours if possible while delivering an exceptional customer service
• Attending to students in person during office hours
• Oversee the well running of all general administrative duties (maintaining databases, issuing all official university letters including matriculation letters and other such letters, etc.)
• Overall handling the enrolment process in collaboration with other departments  and registration finalization   
• Communication with students on important updates and student engagement activities and assisting in the same
• Revision and creation of informative documents for students at all steps of their student life cycle
• Organising events in collaboration with Student Engagement team and making sure that new measures and general news from any department are communicated to the team
• Working with the Student Engagement team in creating and continuously developing existing programmes to appropriately support students needs – from social and emotional to academic skills to ensure their academic success
• Creating processes and identifying areas of improvement to ensure smooth delivery and a good customer experience to students
• General duties as a line manager including staff appraisal, review and development
• Conducting and analysing student satisfaction surveys
• Organizing and conducting orientation sessions for new students, liaising with all departments involved
• Supporting the team in direct student contact when needed, taking care of more complex requests raised by students
• Incidents, disciplinaries, complaints, acting as secretary of the non-voluntary Withdrawal Board
• Providing content for MyPage and Newsletters in collaboration with Student Engagement team
• Supporting the student services team in all other tasks in peak times
• Keep in close contact with all the other departments, ensuring productive communication channels
• Systems support and monitoring
• Organising students’ graduation ceremonies as required
• Collaboration with internal and institutional partners to provide an excellent accommodation service
• Deal with escalating student matters from all areas of this department
• Creation, maintenance and dissemination of the teaching and assessment timetable and rooming, along with oversight of ad hoc space booking
• Support the relevant departments in the organisation of student events
• Registration of students with awarding bodies, and subsequent update of all student records
• Operation of student attendance recording and monitoring, ensuring that registers are maintained in class and on the central system with associated reporting