Student Information and Support Lead Officer
6 days ago
Victoria College of Arts and Design Position: Student Information and Support Lead Officer
Hours: Full Time: Monday-Friday (9am – 5pm) Occasional weekend and evening work required.
Department: Student Services
Student Support Officers
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.
VCAD is seeking a Student Support Lead Officer to join our London campuses, located at London Borough and London Harbour Exchange – South Quay.
The successful candidate will lead the student information and support team providing high-quality support to our students throughout their academic journey. In close collaboration with the Head of Student Experience and Outcome, 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.
Lead, motivate and develop the Student Support team to ensure the delivery of exceptional, student-centred services.
Coordinate the daily operations of the Student Support team to ensure efficient service delivery.
Provide support and guidance to team members in complex cases and ensure issues are escalated appropriately.
Act as the primary advisor for the Student Support team, providing ongoing guidance and support.
Manage student inquiries, complaints and feedback, ensuring timely and effective resolution.
Oversee the enhancement and continuous improvement of Student Support 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 Retention, Admissions and IT.
Conduct performance reviews and provide professional development opportunities for the Student Support team.
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 student support information.
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 information and support services at VCAD.
Provide support for any other associated duties as requested by the Head of Student Experience and Outcome or the Directors of VCAD.
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)
Bachelor’s degree in a relevant field, or equivalent professional experience. (Strong understanding of higher education student support services and systems, including data management. (Excellent customer service and communication skills, with the ability to build strong relationships. (Ability to manage competing priorities in a fast-paced environment, with strong time management skills. (Strong IT skills, including proficiency with Microsoft Office Suite, especially Excel and familiarity with student management systems. (Commitment to upholding the values and policies of VCAD and partner universities. (Flexible approach to evolving student needs and institutional priorities.
6 weeks of annual leave, including bank holidays.
~ Workplace pension scheme.
~ Statutory Sick Pay.
~ Statutory maternity/paternity pay.
~ Career development and training opportunities.
~ Discounts on gym memberships, retail, cinema and groceries.
~ Cycle-to-work scheme.
~ Mental fitness support through "My Mind Pal".
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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