Student Experience Officer

7 months ago

Croydon, United Kingdom Fairfield School of Business Full time

**Fairfield School of Business (FSB)**, an OFS registered private higher education provider founded in 2006 with campuses in London, Birmingham, Leicester and Luton. We provide industry-relevant qualifications in business and healthcare management, in partnership with leading UK universities.

Our focus is to offer an open and inclusive learning and teaching environment for both students and staff. We are also committed to providing access to higher education to those who may not have formal qualifications, financial means or can commit to the schedule of a mainstream university.

We are currently seeking to appoint a Student Experience Officer (SEO) on a Full-time, permanent basis.

**Job Purpose**:
The overall aim of the customer-service post is to offer friendly, helpful and approachable service to support and enhance the learning experience of our students and signpost them to the opportunities to improve their joining and learning experience at FSB.

**Key responsibilities and accountabilities for all roles**:
The job duties and responsibilities listed below are intended to describe the nature of the role. The duties and responsibilities and the balance between the roles' elements may change or vary over time depending on the specific needs at a specific time or due to changing needs in the department/FSB.

**Responsibilities as SEO**:

- To work jointly with the student support, wellbeing, careers, academic support and teaching team in supporting enhancement activities for students from pre-entry to graduation.
- To maintain close links with student representatives and help them to develop strategies for jointly supporting other students who raise queries, concerns or indicate problems.
- To develop rapport with students to promote NSS, Mid-Term surveys, end-of-module surveys and other effective feedback and monitoring processes.
- To develop good working knowledge, and update as necessary, of FSB and partner regulations and procedures, and advise students on solutions to any potential concerns by liaising with relevant departments within FSB for addressing any issues.
- To ensure the provision of an innovative and user-friendly, customer focussed professional service across the campus alongside academic colleagues and contribute to an exceptional student experience.
- To champion FSB’s practice changes, streamlining and harmonising student-staff relationships to raise the quality and improve the consistency of student experience.
- To liaise closely with the FSB Student Support, Students’ Union and Academic Support Services.
- To work collaboratively to prepare students to take advantage of FSB services in support of improved Graduate Outcomes, and to increase student engagement; provide advice based on knowledge and understanding of service area, policies and regulations.
- To act as an initial point of escalation and referral from students on any customer service issues; provide advice and support to help students experience high standard learning experience.
- To support FSB departments and central services initiatives as determined by the Management, and lead, where appropriate, specific projects/ programmes of work, evaluating impact and effectiveness on student experience.
- To complete any required reports and documents in an effective and timely manner.
- Build relationships with students and provide advisory services to students.
- Design and facilitate student awareness workshops on a range of issues to improve student knowledge of services available at FSB.
- Support the Dean and operations manager to liaise with the student union and work as a point of contact for student engagement.
- Any other duties, as required by the Management.

**You are also expected to**:

- Observe the clocking system of the College
- Keep up to date with developments of the job area.
- Participate in training activities both in College and at external locations in respect of Continuing Professional Development (CPD);
- Adhere to general standards of conduct embodied in College policies and procedures (e.g. health and safety, equality and diversity, etc.);
- Work flexibly and efficiently, maintain the highest professional standards and promote and implement the policies of the College;
- All members of staff are expected to manage and develop their role and responsibilities so as to focus on improving the College services to student and other clients. The individual should represent and positively market the College at any appropriate opportunity.
- The College’s values have been developed by the staff in the College and are intended to shape, develop and embed the kind of culture we all want to work within. These values are supported by behavioural statements and you are expected to practice these behaviours at all times and to contribute to their development throughout all parts of the College’s operations, services and sites.
- All staff are expected to maintain a high level of security and confidenti

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