Degree in Computer Science/Electronic Engineering Or Related Discipline Or Equivalent

Job Profile

Core job information
Job Title / Student SupportOfficer
Dept./School/Inst. / EECS / Section/Centre/Unit / Faculty of Science and Engineering
Career Family / Professional Services / Grade / 4
Hours / Full Time / Appointment period / Permanent
Reports to (job title) / Teaching Services Manager / Current location / Mile End
Job purpose
To provide professional support for all taught students in the School of Electronic Engineering and Computer Science, and to develop and foster links with the School’s alumni, and to provide administrative support for the implementation of the School’s student employability and retention strategies,. The post is a key member of the School’s Student Administration Team and is also part of the Student Experience Team.
Knowledge, Skills & Experience
Requirements / Essential/Desirable
Qualifications /

• Degree or equivalent qualification
• Degree in computer science/electronic engineering or related discipline or equivalent qualification

/ Essential
Desirable
Experience /

• Substantial relevant experience of working in a University environment
• Proven experience of effectively using administrative systems within a University or similar environment
• Experience of dealing effectively with people face-to-face in a University or similar environment with a customer oriented approach.
• Experience with, and a creative approach to, problem solving and responding flexibly to planning and change within general policies, procedures/guidelines.

/ Essential
Essential
Essential
Essential
Knowledge, skills & abilities /

• Thorough knowledge and understanding of the work practices, processes and procedures relevant to student support, which may include broader awareness of student and academic issues.
• Detailed understanding of student support issues in higher education and thorough knowledge of the current Government advise and guidelines relating to student support issues
• Understanding of, and commitment to, equality of opportunity and to dealing with diversity sensitively and fairly
• High-level interpersonal skills including relationship building and ability to work creatively with diverse teams and to communicate effectively using a range of media and in person
• Good IT skills including effective use of web editing software, spreadsheet, database and similar software to analyse and present complex information.
• Ability to understand complex issues and problems and deliver practical solutions
• Ability to detect problems and devise appropriate solutions and procedures independently
• Ability to organise and prioritise workloads and work on own initiative and to multi-task and prioritise a significant number of varying demands

/ Essential
Essential
Essential
Essential
Essential
Essential
Essential
Essential
Attitude & disposition /

• Ability to foster effective working relationships with colleagues and contacts at all levels both internal and external to the College
• Ability to work both independently and as part of a team
• Able to work with tact and confidentiality when dealing with sensitive/confidential issues. A willingness to attend training courses and self-teach any required skills for the post
• Able to response to students in an empathic and professional manner

/ Essential
Essential
Essential
Essential
Main Duties & Responsibilities
This role will include, but is not limited to, the following key areas:
1)Induction and Enrolment
a)Manage the induction programme during Welcome Week and thereafter for all new and continuing taught students, both undergraduate and postgraduate
b)In collaborationwith other staff in the School provide support for students and staff during enrolment
c)Assist the Undergraduate and Postgraduate Administrators in producing the teaching support allocation for all modules
2)Staff Student Liaison
a)Manage the work of the School’s Staff Student Liaison Committees andprovide secretarial support for these committees
b)Liaise with student course representatives
c)Liaise with EECS subject based society presidents to assist with the development of extra-curricular activities run through the societies
d)Use various communication tools (web, VLE, e-mail, surveys, social media) to contact students and keep them updated about the progress of issues
3)Attendance and Feedback Monitoring and Student Retention Activities
a)Responsible for developing and managing School strategy to improve and monitor student engagement
b)Collate information for engagement records; assist with the identification of students with engagement issues
c)Provide professional support for those involved in deciding whether to de-register a student
d)Responsible for liaising with the Director of Taught Programmes in developing and implementing student retention policies and monitoring effectiveness. This will include liaison with other Schools, Faculty and Professional Services to ensure optimum outcomes
4)Feedback Monitoring
a)Responsible for assisting the Director of Taught Programmes with operational and administrative issues relating to feedback processes such as module feedback questionnaires, the National Student Survey, any other student surveys and feedback from discussions with students
5)Advising Support
a)Acting as a point of contact for all taught students particularly with regards to non-academic or administrative queries; providing first-line academic advice in the absence of academic advisors
b)Manage student support and welfare, liaising with the Director of Taught Programmes, Senior Tutors, PG and UG administrators, personal tutors and College services as appropriate
c)Provide administrative assistance to the Senior Tutor
d)Liaise with central services with regard to individual student cases (such as the Disability and Dyslexia service, Academic Registry etc.)
e)Act as the key link person within the School for central College Support Services including Disability and Dyslexia, Mental Health, Advice and Counselling, Residences and keep up to date on any new initiatives/changes to these services
f)Oversee and assure pastoral support for taught postgraduate students in conjunction with the Postgraduate Administrator
6) Extenuating circumstances
a)Manage processes relating to extenuatingcircumstancesclaims, ensuring all documentation is provided and where relevant, making decisions on outcomes or referring to the Senior Tutor as appropriate.
b)Log all requests on database and provide collated information to exam boards. Liaise with Teaching Services Support Officer to make sure outcomes are followed up
7)Other duties
a)Work with the School’s Outreach, Recruitment and Publicity Officer to coordinate the content and use of publicity materials to relevant audiences and with other relevant colleagues to improve student communication
b)To co-ordinate and organise student communication, events and activities
c)Develop and manage special projects relating to strategic priorities as determined by the School’s management team where these impact on student wellbeing (e.g. retention and participation)
d)To provide other administrative support to the School UG and PG administrators as required
e)This list is not exhaustive and over time, as the work of the School changes, duties may be added and/or deleted. A flexible attitude to working hours will be required, including occasional working beyond the normal working hours during busy periods
Working Environment (knowledge of special working practices, breadth of management skill required, customer impact, responsibility, efficiency)

• To ensure standards of delivery of student support and compliance with the college regulations and quality assurance are met in conjunction with the Teaching Services Manager
• To establish and implement strategies and procedures to provide an excellent service to students
• To deal with complex projects in a professional manner using judgement and discretion]
• To oversee all aspects of the EECS student induction process and make improvements year on year
• To be knowledgeable of best practice from other areas of the College and externally in delivery of student support and to disseminate this to staff within the School
• To play a creative role in the production of publicity literature
• To evaluate existing service provision, keeping abreast of feedback and broader developments in the external market place, to ensure appropriate developments and innovative solutions are proposed to the Senior Management Team in EECS that enhance consistency and maximise service quality, efficiency and continuity.
• To provide high quality advice and guidance on student support issues, using skill and judgement with reference to College policies.
• To be aware of all necessary legislation and ensure it is adhered to
• To assist the Teaching Services Manager and work under their direction and guidance
• To use the appropriate software and hardware in the execution of duties

Freedom to Act & Decision Making (depth of control, supervision received, use of judgement & initiative, analytical ability)

• To prioritise own workload to ensure deadlines are met using skill and judgement with reference to School’s students priorities, using problem solving skills to identify and implement solutions; decide on appropriate course of action; communicate effectively with colleagues; seek guidance from other staff as required

• Prioritise workload autonomously with the minimum of supervision, seeking guidance from the Teaching Services Manager where appropriate

• To exercise considerable initiative, judgement and adaptability to decide on appropriate courses of action to react to changing circumstances

• Contribute to the planning, design and implementation of the relevant School strategies and processes, with particular reference to student support issues across the School

• Act as a School representative on issues relating to the implementation of College procedures, policies and protocols in respect of student support issues

Communication & Networking (liaison with others, type and level of communications)

• Act as a representative of the School on appropriate College working parties and task groups
• Initiate contact with relevant departments to promote special events and activities
• Provide information and resolve queries from other departments and external agencies as and when required
• Respond to requests for information from senior management within the deadlines given
• To develop a constructive and facilitative working relationship with academic, administrative staff and students
• To maintain regular contact with students and to be a first point of contact for students’ academic and pastoral issues
• Advise staff of the School on matters concerning implementation of new statutory and College regulations relating to student support
• To liaise and negotiate with senior management on matters as necessary

Finance/Resource Management(budgeting, forecasting)

• Management of administrative processes and procedures related to student support issues across the School.

• Operation of student support related operational budgets, including identifying where funds may be used to raise the profile of student support within the School with agreement of line manager/budget holder.

People Management(supervisory responsibility, human relations skills)

• The post holder does not have formal line management or supervision responsibilities but must liaise with, advise and guide academic and support staff, students and external stakeholders to ensure that the responsibilities are understood and discharged.

This job description sets out the duties of the post at the time it was drawn up. Such duties may vary from time to time without changing the general character of the duties or level of responsibility entailed. Such variations are a common occurrence and cannot of themselves justify a reconsideration of the grading of the post.
Organisation Chart
See below

This job description sets out the duties of the post at the time it was drawn up. Such duties may vary from time to time without changing the general character of the duties or level of responsibility entailed. Such variations are a common occurrence and cannot of themselves justify a reconsideration of the grading of the post.

Student Support Officer