Student Services Co-ordinator

3 weeks ago

Cardiff, United Kingdom Learna Ltd Full time

**The Students Services Coordinator is responsible for**:
Supporting students through written communication, by:
Managing and maintaining the currency of pro-forma communications to students;
Supervising the servicing of incoming queries and communications from students; ensuring these are responded to to the highest standards; and

Maintaining data on written communications with students.

Supporting students through verbal communication, by:
Supervising the servicing of incoming calls from students and the outgoing calls from the calls-booking service; ensuring these are conducted to the highest standards, and

Maintaining data on verbal communications with students.

Supporting student representatives, by:
Recruiting student representatives including managing voting where required;
Helping to establish student representatives in their roles including ensuring they are provided with the necessary information and resources;
Coordinating student representatives meetings and initiatives including following up with students on those meetings and initiatives; and

Maintaining data on the recruitment and performance of student representatives.

Managing graduation ceremonies, by:
Supervising communications with students about upcoming graduation events;
Coordinating the representation of Learna at those events;
Maintaining records of costs associated with graduation ceremonies including forecasting these costs for budgeting purposes; and

Maintaining data on student attendance at graduation ceremonies.

Coordinating the administration of students in the learning platform, by:
Managing student Moodle accounts including uploading and removing, enrolling and unenrolling where required;
Coordinating a student services presence in the Study Skills modules;
Monitoring student forums and actioning issues where required;
Managing information banners (for example, upcoming deadlines and notifications of Moodle downtime for maintenance);
Coordinating the releasing of marks to students, by:
Collaborating with departmental and interdepartmental colleagues in the marks release processes and procedures; and

Managing the release of marks to students via their Moodle accounts.

Supervising the complaints handling process, by:
Entering into communications with complainants in a timely manner to mitigate follow-on complaints.

Collaborating with colleagues and other stakeholders as appropriate in the investigation of complaints and reporting on those investigations for the consideration of the complaints manager or complaints committee.

Maintaining records of complaints and their outcomes in the pursuit of augmenting the student experience.

Supervising the other members of the Student Services team:
Allocating tasks to other team members and monitoring their progress and completion.

Supporting other team members through leading team meetings and by supporting, mentoring and coaching team members through one-to-one meetings.

Reporting on the work, progress and wellbeing of the team to the Head of Student and Academic Support Services and in departmental meetings.

Playing an active role in the recruitment and onboarding of new team members.

Working collaboratively with other Learna teams:
Acting as a point of reference for others regarding the team and its work

Representing the team and its work, including reporting and presenting reports and analysis, in departmental and company meetings.

Collaborating with Student Registry, Student Records and Teaching Services teams (and any other personnel that may be involved in the process from time to time) in the release of marks and feedback to students.

Collaborating with the Quality and Compliance department (and any other personnel that may be involved in the process from time to time) in the review of, and actions arising from, feedback received from students and other stakeholders as it relates to student services provision..

Contributing to the workstreams and projects of other departments as required.

**Job Types**: Full-time, Temporary contract
Contract length: 12 months

**Salary**: Up to £26,950.00 per year

**Benefits**:

- Additional leave
- Bereavement leave
- Company events
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- On-site parking
- Referral programme
- Transport links
- Work from home

Schedule:

- 8 hour shift
- Day shift
- Flexitime
- Monday to Friday
- No weekends

**Education**:

- Bachelor's (preferred)

**Experience**:

- supervisory: 2 years (preferred)

Work Location: Hybrid remote in Cardiff, CF14 5GF

Application deadline: 29/03/2024

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