Head of Student Engagement

5 months ago

Glasgow, United Kingdom University of Glasgow Full time

**Job Purpose**
The University of Glasgow is committed to the wellbeing and success of its students. As a member of the Student Support and Wellbeing leadership team, the **Head of Student Engagement** plays an important part in achieving this, working with colleagues to transform services and making a significant contribution to the Glasgow student experience.

The Head of Student Engagement is accountable for the effective leadership of the Student Engagement Service, with responsibility for shaping, developing and delivering student support in line with the University's strategic objectives for Student Support and Wellbeing. The Head contributes to the development and delivery of strategy, policies, operational plans and cultural change as it relates broadly to student services and specifically to student engagement.

The Head leads and manages two cross-cutting teams, which are responsible for the delivery of front-line support:
a) a multi-functional enquiry, triage and Student Engagement Team, incorporating the pre-existing Student Services Enquiry Team, augmented by para-professional colleagues from the specialist services such as counselling and psychological services, disability services, international student support and financial aid teams
b) the Student Life Team, which operates a peer support programme within colleges and schools and supports student life within the University's residences.

The Head has an important role to play in fostering an ethos of partnership working between colleagues working in central, college and school teams.

**Main Duties and Responsibilities**
1. Lead, motivate and develop the Student Engagement and Student Life teams, encouraging behaviours and attitudes that reflect University values.
2. Define culture, set and monitor standards and ensure the continuous improvement of the services provided by (a) the front-line Student Engagement Team, which is primarily located in the Fraser Building, and (b) the Student Life Team, which currently consists of wardens and living support assistants.
3. Manage services providing specialist and professional advice and advocacy to: (a) international applicants and students in relation to life in the UK and immigration, in line with OISC standards and (b) all students on funding, including the disbursement of financial aid where this is needed.
4. Develop and implement a strategy for the residential student experience, in consultation with the Accommodation Office.
5. Build on the success of established peer support provision, by developing and implementing a University wide scheme in which students offer broad based pastoral support to their peers.
6. Develop a comprehensive bank of self-service and self-help materials for students, their academic advisers and other professional services staff. Evaluate and improve these materials on the basis of user feedback and external best practice.
7. Contribute to the annual budgeting process, manage an annual budget and deliver value and impact for money to ensure the financial sustainability of the services.
8. Work closely with the Director of Support and Wellbeing, colleagues in Information Services, colleges and schools, in the development and continuous improvement of the student service delivery model and, specifically, its implementation in the Fraser Building.
9. Manage direct reports, promote the overall support and development of staff, their health and safety, and foster good and open team communications, so that the Student Engagement and Student Life teams are considered great places to work.
10. Develop and maintain professional networks outside the University, horizon scan and review good practice elsewhere and use this intelligence to the benefit of the service so it continues to evolve in support of the University's vision for the student experience.

**Knowledge, Qualifications, Skills and Experience**

**Knowledge/Qualifications**

**Essential**:
A1 Ability to demonstrate the necessary strategic competencies required to undertake the duties associated with this level of post, having acquired the necessary professional knowledge and leadership experience in a similar or number of different specialist roles. Or: Scottish Credit and Qualification Framework Level 9, 10 or 11 (ordinary/Honours degree/ postgraduate qualification) or equivalent, with a broad range of leadership experience in student or customer facing roles.
A2 Knowledge of relevant organisational policy frameworks, including HR, health and safety, equality and diversity
A3 An understanding of how complex business changes are achieved, through experience of leading these in a related setting
A4 Highly developed knowledge of frontline service operations and an appreciation of the key requirements of a customer focussed approach.
A5 Knowledge and understanding of how to ensure compliance with a complex quality standards framework.
A6 Knowledge and understanding of the student journey and the key factors affecting

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