Location : Holborn
Salary : £22,000 + London Weighting (£2,500)
This role will be responsible for supporting students throughout their academic life cycle from a pastoral perspective. This may often be in times of crisis or complex life circumstances. They will work proactively in collaboration with colleagues to ensure the highest levels of advice, guidance and customer service are provided in the area of general student services/support as well as welfare, signposting to key services as required.
Scope of the Job:
Reporting to the Study Centre Student Support Team Leader, this role will be primarily based at our Holborn campus Study Centre. However, the post-holder will be required to travel to our Head Office in Coventry and other Study Centre locations occasionally, for example for meetings or training purposes. This is a full-time role, 37 hours per week with normal office hours Monday to Friday. Some flexibility will be required for cover purposes, along with the occasional evening or weekend working by prior arrangement.
Analysis and Reporting
• Develop and maintain relevant databases, spreadsheets and filing systems to ensure accurate, up to date, confidential information is accessible to those that require it.
• Use a regional/location specific repository of information and local resources to signpost/refer students to for support with a range of complex life circumstances.
• Gather and manipulate routine data so that others can interpret it or incorporate it into their own work. Monitor trends and anomalies within source data, reporting findings accurately and appropriately (where applicable).
• Handle enquiries, information and data, exercising due care and attention to the transfer and/or storage of such information confidentially.
• Create and maintain confidential file notes for individual students, including ongoing tracking and monitoring and progress through all contact means (face to face, emails, telephone etc)
• Provide advice to peers and students (via 1-2-1’s, group sessions, workshops etc) to respond and independently resolve a range of standard and unforeseen/complex issues, within pre-determined operational limits (adhering to policies and/or regulations).
• Promote and facilitate student success by guiding and supporting Blended Learning students throughout their end to end student life cycle.
• Use and understand common systems relevant to area of work to enable manipulation of information and initial investigation of student queries.
• Recognise and understand impact of incidents arising and raise issues of concern where necessary to ensure appropriate resolution of student issues.
• Respond to general issues/problems and administrative matters in manager’s absence.
• Work within an enhanced role to providing ongoing in-depth support for students in crisis or complex life circumstances whilst building long term professional relationships.
• Maintain clear boundaries when working with students/vulnerable adults, whilst working to build a level of trust and mutual respect.
• Plan and prioritise own work activities, responding to manager’s/departmental/ requirements, in addition to own responsibilities.
• Working closely with management plan, organise and deliver various calendar activities (proactive outreach, course committees, DL SSLC, workshops, drop in’s, training sessions etc).
• Arrange allocated tasks within daily routine to ensure work is completed to time and appropriate standard.
• Process routine forms (e.g. mitigation, leave of absence) following set procedures.
• Manage online content related to the role ensuring information is accurate, relevant and in line with Arden policies.
• Organise and develop a network of contacts throughout own area, identifying who key individuals are, to support own work activities and establishing professional relationships with these stakeholders.
• Communicate with students and staff at all centres as required.
• Act as a liaison with external agencies as required to support students with welfare needs.
• Effectively engage with colleagues across Arden on concerns of students to deliver a seamless service
• Relay student feedback and comments and contribute to proposals for improvements to current working methods including processes and policies.
• Keep skills up to date and develop competence through learning from colleagues and/or gaining experience of a range of work.
• Identify and make recommendations for improvements of service/welfare provision overall.
• Co-operate with other colleagues (either individually or in a team setting) to contribute to the achievement of departmental objectives.
• Show sensitivity and consideration and emotional support to other people’s/student’s needs and feelings, which often include dealing with signs of obvious distress.
• Deliver guidance and support in a calm, discreet, diplomatic and professional manner.
• Support client/students and provide referral and signposting pathways for students in crisis to internal and external support function and organisations.
• Engage with peers/managers/other colleagues and stakeholders to review individual cases and gain advice and guidance.
• Communicate and share best practice within team meetings and any other appropriate forums.
• Proactively identify new opportunities and work with management to develop solutions.
• Work in accordance with the Arden values.
• Maintain strong empathy for the University’s commitment to equality of opportunity and equity of treatment for colleagues and students.
Experience and Previous experience
• Experience of assessing and responding to non-routine work/situations, using initiative to analyse complex information to problem solve.
• Experience of working with students from a diverse range of backgrounds.
• Experience of managing highly sensitive confidential information.
• Experience of supporting students with SEN characteristics.
• Experience of planning and prioritising a number of complex operational activities and deadlines in a changing environment and under pressure.
• Minimum of level 3 qualification, plus experience in a relevant role
• Considerable work experience in a relevant role/relevant life experience reinforced by work experience.
3rd July 2020
How to apply
If you are interested in this role, please apply using our short application form.
For more information on our programmes of study or on Arden University, please visit www.arden.ac.uk.
Please note that because of the high volume of applications that Arden University receives, we regret that we are unable to contact applicants who have been unsuccessful.