Deputy Head of Student Experience Leader

6 days ago

West Wickham, Greater London, United Kingdom Gray & Associates Recruitment Services Full time
Job Title: Deputy Head of Student Experience Leader

We are seeking a highly skilled and experienced Deputy Head of Student Experience Leader to join our team at Gray & Associates Recruitment Services.

About the Role

The Deputy Head of Student Experience Leader will provide strategic and operational leadership to the Advice and Wellbeing teams to ensure that the student support services, policies, and practices put students at the heart of everything we do.

Main Duties and Responsibilities
  • Work with the Head of Student Experience, the Student Support Teams, and College partners to deliver an enhanced and distinctive student experience.
  • Deputise for the Head of Student Experience internally at College committees and meetings and externally within the wider HEI sector network.
  • Drive a culture of excellence and student customer focus through the Advice and Wellbeing Services and across the College.
  • Act as a lead staff member for student critical incident responses, triage, and out-of-hours crisis management procedures, supported by the wider Student Support and Student Centre team.
  • Ensure that appropriate, person-centred support and arrangements are put in place for students with disabilities, international students, students with mental health, and other associated needs.
  • Lead the team to work with academic colleagues, using data and insight to ensure that appropriate student support intervention arrangements are in place to best support and communicate proactively with our students.
  • Lead as the point of escalation for complex student casework when required by advisors and programmes - advising students and staff in a compassionate, unbiased, and fair way, ensuring that all appropriate stakeholders, internal and external, are engaged to best support the needs of students.
  • Strategic leadership and implementation of the College's Mental Health and Safeguarding initiatives in partnership with stakeholders, our students, and SU.
  • Provide expertise and guidance to the College on the range of student wellbeing issues, including risk assessment and management.
Person Specification
  • Proven working knowledge in Higher Education and understanding of the needs of students covering a wide range of disabilities, mental health, SpLD, and counselling, with knowledge of current disability legislation, funding, and policy implementation.
  • Outstanding 'customer focus' with strong attention to detail and high standards of service delivery to customers through the analysis and response to customer feedback and data to improve services, information, advice, and guidance.
  • Experience in leading risk assessment, crisis management, and suitable safeguarding practices in an educational setting.
  • Proven experience in leading professional/student service teams.
  • Strong organisation, interpersonal, verbal, written, and presentation communication skills, with the ability to engage with people across the spectrum of responsibilities and experiences with a collaborative and people-centric working style.
  • Commitment to, and understanding of, equal opportunities issues relating to student and staff matters within a diverse and multicultural environment.
  • Fully proficient in Microsoft Office, and confident in learning new systems. (Experience of working with a Student or customer record system/database is desirable but not essential).
  • Knowledge of GDPR data management and data control practices.

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