Programme Support Officer

2 days left

London, United Kingdom
22k+ dependent on experience
Jan 13, 2020
End of advertisement period
Jan 31, 2020
Contract Type
Full Time

Job Profile Student Support - Student Records & Advice
Contract Type Permanent

Job Purpose

The School of Business and Technology is looking for student/customer oriented person to join the programme support team in our London Shepherd’s Bush campus. This role is an integral part of the school support students with a range of queries face to face, email and phone.

The post holder will excellent customer service and carry out key operational tasks related to each learner’s journey in conjunction with key stakeholders across the business. This includes communications to students, clients and stakeholders inside and outside the school, responding in a timely manner to administrative queries.

Key Responsibilities:

  • Act as a point of contact for all queries and offer excellent customer service and issue resolution
  • Provide regular communication to learners regarding their programme of study, ensuring relevant and consistent messaging for all students
  • Coordinating, monitoring and tracking of progression of all key programme elements
  • Providing accurate reporting to management and other stakeholders
  • Working with key teams to ensure learners have appropriate access to timetables, virtual learning environment, library and other appropriate resources
  • Provide safeguarding support to students following policies and procedures
  • Monitor learner attendance and follow up in line with student engagement policy
  • Liaison with internal departments as necessary, to include: Client Services, Student Records, Examinations Office, Resourcing, Academic Administration and Faculty/Coaching teams.
  • Regular and accurate maintenance of appropriate programme information systems (e.g. SharePoint and Banner)
  • Booking reviews for Tutors/Coaches and communicate with learners following examination results release around progression, completion and withdrawal
  • Ensure that accurate student records are maintained including achievement, progression, milestone tracking and learning support
  • Contribute to the development of appropriate programme systems and processes
  • Other activities as and when required by the school

Department School of Business and Technology - SOBAT Operations

Location UK, London, London Shepherd's Bush

Candidate criteria


  • Customer service experience
  • Experience of working with multiple stakeholders
  • Experience of working within a service delivery environment working towards KPI's and SLA's
  • Demonstrable experience of commitment to improving service and customer satisfaction
  • Ability to coordinate complicated operational challenges
  • Excellent written communication skills
  • Excellent presentation skills
  • Excellent computer/IT skills
  • The ability to work well in a team and be collaborative
  • Good communication and active listening skills


  • Ideally educated to degree-level, however applications from candidates with appropriate and relevant work experience or other equivalent
  • qualifications will also be considered
  • Experience of working in higher education, however other relevant industries of experience will also be considered
  • Have a flexible and responsive approach to workload and the ability to proactively prioritise accordingly

Employment Details

Contract Hours 37.50
FTE 1.00
Salary 22k+ dependent on experience


Full Job Description

JD&G PSO London October.pdf (854 Kb)

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