Victoria College of Arts and Design
Student Services Lead Officer
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Location: On-site at Manchester Campus
Salary: £30,000-33,000
Hours: Full Time 37.5 hours per week which includes regular Friday evenings and Saturday daytime hours. Final work patterns to be confirmed.
Department: Student Services
Reporting to: Head of Student Experience as Line Manager
Please note: This role operates within a Matrix Management system, where functional managers will be the Leads/Managers for Engagement, Finance, and Health & Wellbeing.
Responsible for: Officers within the Manchester Student Services Department
Please note: Under the Matrix Management system, you will act as the line manager, while Functional Leads/Managers from Engagement, Finance, and Health & Wellbeing will provide guidance on activities within their respective areas.
About us
Victoria College of Arts and Design provides higher education teaching and learning in the arts, design, creative industries, and business fields. Our goal is to guide and support our students on their journey to becoming successful individuals and citizens. We strive to offer the best services and resources available to ensure that our students are well-prepared for graduate-level employment within the creative industries or any other aspect of the world of work. From enrolment to graduation, we are dedicated to nurturing our students' growth, fostering their creative and critical skills, and equipping them with the confidence and abilities needed to excel in a professional environment. Whether through the dedication of our lecturers and support staff, VCAD's outstanding facilities, or our network of industry connections, Victoria College of Arts and Design is committed to helping and mentoring our students so that they achieve their personal goals and build themselves sustainable and fulfilling careers.
Position Overview
VCAD is seeking a Student Services Lead Officer to join our Manchester. The successful candidate will lead the student services activities providing high-quality support to our students throughout their academic journey. The role requires an individual with excellent leadership, communication, and organisational skills, who can work effectively in a fast-paced environment. In close collaboration with the Head of Student Experience and Outcomes, the role holder will ensure that our student services continually evolve to meet student needs and maintain the highest standards of care and professionalism. Additionally, the role holder will remotely oversee teams based in Manchester and Leeds, with occasional visits to these campuses.
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Responsibilities
- Lead, motivate, and develop the officers within the Student Services Department to ensure the delivery of exceptional, student-centred services.
- Coordinate the daily operations of the Student Services Department to ensure efficient service delivery.
- Design and implement communication strategies to keep students informed about key updates, term dates, and events.
- Provide support and guidance to team members in complex cases and ensure issues are escalated appropriately.
- Ensure adherence to confidentiality and information disclosure regulations, keeping staff informed and compliant.
- Act as the primary advisor for the officers within the Student Services department, providing ongoing guidance and support.
- Manage student inquiries, complaints, and feedback, ensuring timely and effective resolution.
- Oversee the enhancement and continuous improvement of Manchester student services department systems and processes, driving service efficiency.
- Support the organisation and delivery of student inductions and community building events.
- Collaborate with various teams to address student concerns, including Academics and IT.
- Conduct performance reviews and provide professional development opportunities for the Student Services Officer.
- Ensure compliance with Prevent, Code of Conduct, and other safeguarding policies.
- Travel to other campuses to participate in formal institutional events, inductions, and staff training (travel expenses covered).
- Maintain accurate platform(s) for all matters related to student services.
- Maintain up-to-date records in student databases, ensuring confidentiality and regulatory compliance.
- Be flexible with working hours, accommodating occasional weekend and evening courses.
- Act as a subject matter expert for student services at VCAD.
- Provide support for any other associated duties as requested by the Head of Student Experience and Outcomes or the Directors of VCAD.
Requirements
Essential / Desirable: (E) (D)
(where required, training and professional development will be provided to the successful applicant by VCAD, to facilitate their ability to deliver the responsibilities of this role to an excellent standard)
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- Bachelor’s degree in a relevant field, or equivalent professional experience. (E)
- Demonstrated experience managing and mentoring a team, with the ability to lead across multiple locations. (E)
- Strong understanding of higher education student services and systems, including data management. (D)
- Experience providing advice to students and applicants. (D)
- Excellent customer service and communication skills, with the ability to build strong relationships. (E)
- Ability to manage competing priorities in a fast-paced environment, with strong time management skills. (E)
- Flexibility to work evenings and weekends when needed. (E)
- Strong IT skills, including proficiency with Microsoft Office Suite, especially Excel, and familiarity with student management systems. (E)
- Commitment to upholding the values and policies of VCAD and partner universities. (E)
Leadership Competencies:
- Empathetic Leadership: Ability to lead with empathy and understanding.
- Strategic Thinking: Capable of developing and executing strategies to enhance student engagement.
- Adaptability: Flexible approach to evolving student needs and institutional priorities.
Benefits
- Annual leave (7.2 weeks)
- Workplace pension scheme.
- Company Sick Pay.
- Statutory maternity and paternity pay.
- Employee Assistance Programme (HA Wisdom Wellbeing)
- Virtual GP access (Livi)
- 'Speak Up Service' - confidential support service to report any workplace concerns
- Specialist physical and mental wellbeing support services with 24/7 confidential counselling support (Wisdom)
- Specialist menopause support, including online CBT (Wisdom)
- Financial, legal, and medical advice services provided (Wisdom)
- Life & Leadership coaching (Wisdom)
- Financial coaching (MUNNY)
- Discounts and perks, offering savings on shopping, activities, and more (Bright Exchange)
- Career development and training opportunities.
- Training and self-development opportunities.
If you are passionate about supporting students in their academic journey and have the skills and experience required for this role, we encourage you to apply.
Join our team at Victoria College of Arts and Design and help make a positive impact on the lives and futures of our students.
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