STUDENT SUCCESS OFFICER

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
• 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.
• 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:

Key Performance Indicators