Student Progress TEAM LEADER    

London Fulltime and Permanent Opportunity, Mon-Friday 9am-5.30pm     

Do you have experience of running a student support team or perhaps an operations team preferably within the education sector? Are you used to a fast paced environment where you influence and support the team ensuring the customer receives an excellent level of service throughout their journey. If so, we have the perfect opportunity for you!   

About our role:  As Team Leader of the Student Progress and Support Service, with your guidance, experience and motivation you will ensure the delivery of student progress activities and academic administration, providing an outstanding student experience at all times. You will have the know-how to continuously improve a comprehensive advice, support and information service provided for all students to an excellent level expected. With your capability to develop others, you will create and maintain a team of the highest calibre.   

Good IT, ability to use our CRM system, Word and Excel skills also a MUST!

Here’s some of what’s involved: (click on the job description link to read in full)

As part of the London’s Student Progress and Support Service, you will support the

Academic and Student Support Manager and wider University’s Ask4Help and Student

Progress Team by coordinating effective student support services to deliver high

levels of stakeholder satisfaction.

Ensure all student progress systems are performing effectively; this includes the

integration of CRM system for London

To ensure all first line CRM related queries are resolved within a timely manner

Escalate any complex queries / cases to relevant authority within the Student Progress

Team and through the student support model and CRM to maintain a consistent and

excellent customer service

Ensure current student support provision are reviewed using relevant KPI’s to ensure

enhancement of service provided to students

Manage the escalation and resolution of individual student cases as appropriate

Ensure the effective operational delivery of student progress activities across the

service, recognising the need to accommodate faculty specific requirements

Provide advice and guidance to students and take responsibility for the escalation of

individual student cases to ensure that issues are satisfactorily resolved

Overall responsibility of ensuring all attendance is recorded and monitored by SAMs

attendance system; student attendance trigger points to be monitored in line with the

University’s Attendance Policy and process withdrawals once agreed with the

management team

Bring your experience:

Previous experience at working with a University, including working knowledge of

academic registry and programme support functions desirable

Experience of planning and organising the activities of self and/or others.

Experience of contributing to the development of current working methods

Demonstrable success in building good relationships with key internal and external

parties.

Experience of multi-tasking and delivery to agreed timescale

Experience working with international students and home students desirable

Experience using e:Vision SITS or similar student records management systems

desirable

What we’ll do for you: Being a learning partner, we get how important your learning and development is and of course we want you to be the best. We’ll give you the very best development to do your job and help you to develop your skills further to reach your potential.

A little more about QA:

Students preparing for undergraduate study. Working professionals looking to specialise in their field. Career changers. Everyone should be given access to outstanding higher education and our aim at QA is to make that possible.

We work with our partner universities to offer courses ranging from foundation programmes to postgraduate degrees covering subject areas including Accountancy, Business, Computing, Cyber, Digital Marketing, Events Management, Project Management and Web Development and delivered in city centre locations. 

Apply now – here’s how!  

Simply hit the apply button. But if you want to know more or have any questions please email michaela.cassa@qa.com

Equal Opportunities

At QA, our mission is to help everyone find their place in the world. This means we continually celebrate the diverse community different individuals cultivate. As an equal opportunity employer, we stay true to our mission by ensuring that our place can be anyone’s place.

We look forward to hearing from you!