Student Experience & Engagement Assistant

We are looking to recruit 3 staff members in total — 2  based at Stoke and 1 based at Stafford.

This serves as the front-line support for student-facing services, coordinating communication between students and support services and maintaining accurate records to support the overall student experience.

Key responsibilities include managing queries, scheduling appointments, monitoring student engagement, and initiating interventions and referrals to relevant services as needed.

Duties and responsibilities

• Act as the first point of contact for students accessing services through the 'student front door', handling queries, providing information and performing triage to direct students to appropriate services or appointments.
• Schedule and manage appointments for students with relevant services and ensure efficient handling of student inquiries, following up as necessary to ensure timely resolution.
• Provide comprehensive administrative support to all teams within the student services department, including managing records, preparing reports, and assisting with various administrative tasks to ensure smooth operation.
• Track and monitor student engagement with their studies using data and feedback to identify students who may need additional support or intervention, including engagement monitoring for Student Route visa holders.
• Trigger appropriate interventions for students based on engagement monitoring and refer students to relevant services or academic mentors within the Schools for further support and guidance as needed.
• Facilitate effective communication between students, academic mentors, and support services, ensuring that students receive timely and accurate information and that all interactions are documented and followed up appropriately.

Skills and experience

• Educated to level 4, or equivalent, in English and Maths or equivalent level of experience
• Experience of providing comprehensive administrative support to a function, including accurate record keeping, producing high quality documentation and excellent customer service. 
• Experience of managing competing priorities, using initiative and problem solving.
• Experience of using Microsoft Office
• Knowledge of library and/or student services in a higher education setting is desirable.

Location
Leek Road Stoke-on-Trent & Blackheath Lane Stafford