Senior Programme Officer Quality Assurance and Student Progression

Job description

A member of the Education Support Team and working closely with the Quality Assurance manager as well as liaising with the Assessment and Programme Administration teams, the post holder will provide high quality administrative support. Delivering an exemplary customer experience to relevant stakeholders both within the faculty and the wider college, this role provides essential support to, and the management of, critical Quality Assurance and student progression processes within the faculty. Resolving complex day-to-day issues, responding in line with university Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). Representing the Faculty externally and in wider university activities and committees, in support of the Faculty’s interests and engaging with university functions.    

This post will be offered on an indefinite contract 

This is a part-time post - 60% full time equivalent

Key responsibilities

• Work with relevant colleagues to plan programme cycles, considering the provision of processes throughout the academic year, identifying priorities and demonstrating flexibility throughout the cycle, recognising when priorities change, amending plans and adjusting work patterns accordingly 

• Coordinate quality assurance processes relevant to the area of work, including assessment and progression processes, in line with university deadlines and regulations, and Faculty and external requirements, providing responses as appropriate within agreed timeframes, taking responsibility for responding directly to more complex enquiries and escalating with line manager when required 

• Ensure that quality assurance requirements and, where required, accreditation requirements are met for all provision. To service committees as directed by your line manager.  

• Develop and improve the service through eliciting and responding to service user feedback, identifying and suggesting service improvements and implementing new ways of working as directed  

• Work flexibly as part of a team, supporting others in times of high volume activity. Participating in and coordinating new starter inductions. Covering staff absence and deputising for the line manager as and when required 

• Work with the wider university community to ensure up-to-date and consistent practices are followed when utilising systems (e.g. student records systems and virtual learning environments) to undertake both day-to-day functions and higher-level processes such as reporting and extracting data, ensuring accuracy of data and identifying and resolving issues 

• Receive, investigate and resolve low-level complaints and address service setbacks, exercising judgement and escalating to line manager where required 

• Take personal accountability for the data quality of student records, ensuring records are accurately maintained in accordance with the agreed retention schedules 

• Ensure all work is carried out in a professional and timely manner, with appropriate confidentiality and sensitivity. To maintain an up to date knowledge of the data protection requirements and to support Freedom of Information and subject access requests 

• Carry out other reasonable responsibilities commensurate with the grading of the post as required

The above list of responsibilities may not be exhaustive, and the post holder will be required to undertake such tasks and responsibilities as may reasonably be expected within the scope and grading of the post.  

Skills, knowledge, and experience

• Previous administrative experience in a Higher Education environment.  
• An understanding of quality assurance and or student progression processes.  
• Have a methodical but flexible approach to work, maintaining a high level of accuracy 
• Collaborative and relationship-oriented approach to teamwork 
• Proactive approach, and the ability to work independently 
• Ability to work under pressure to complete a range of competing priorities, and requesting and utilising support as and when required  
• Curious, customer service oriented approach with a commitment to personal accountability and continuous improvement  
• Commitment to equality and diversity in the workplace 

Essential criteria  

1.       Degree level or equivalent qualification or experience 

2.       Excellent written and oral communication skills including the ability to draft documents and correspondence autonomously to a broad range of audiences  

3.       Strong numeracy skills and ability to analyse complex numerical data 

4.       Excellent time management and organisational skills and the ability to work to tight deadlines 

5.       Excellent working knowledge of Microsoft Word, Excel, PowerPoint and Outlook 

6.       Data driven decision making approach, utilising appropriate information as required  

7.       Experience in the use of databases and student records systems (such as SITS) to provide management information data to a high level of detail and accuracy 

8.       Experience of stakeholder management, ability to work with a broad range of stakeholders in a professional and assured manner 

9.       Experience of working in a customer facing environment with a knowledge of how to address complaints and service setbacks in a professional and efficient manner  

Desirable criteria

1.       Experience of using virtual learning environments