Student Support Team Leader
About Arden University
At Arden University our vision is to make education more accessible, engaging and beneficial to people everywhere. Arden has ambitions to disrupt the traditional concept of how people access Higher Education, in line with Government policy. 2018 is therefore an exciting year for the University as we continue with our transformation and development programme, driving an industry-leading learner experience and further developing our innovative ‘compressed-blended’ full time degrees across 6 UK and international campus locations.
We are a values-driven organisation, and in line with our values of supportiveness, integrity, innovation and ownership, we want to make sure that each of our study centres is delivering an outstanding student experience that is completely aligned to our brand promise, whilst providing a tailored and personalised experience reflective of the local needs and culture of the student and staff profile. We pride ourselves on the relationships we build with our students and the importance our staff across the organisation place on supporting students to realise their potential. We recognise that the pressures of people’s hectic, modern lives often mean our students are constrained - by location, cost, family/caring commitments or simply time. By making our degrees, masters and MBA programmes available through both online distance learning and flexible on-campus ‘blended’ study, we have been able to support students ranging from 18 to 80 years old to achieve their ambitions and benefit from Higher Education.
Vacancy: Team Leader Ealing
The post-holder will be based in our Ealing Study Centre and report to the Director of Student Achievement and will be responsible for oversight of the Student Support Coordinators and delivery of an excellent support service, focussing on student experience, retention and progression. Working as part of a team delivering proactive support, advice, information and guidance to students from the point of enrolment through to graduation ensuring the highest levels of support is provided.
An enthusiasm and passion for delivering excellent customer service with a proactive attitude to task completion and problem solving.
As Team Leader, you should be able to plan and prioritise tasks effectively, work to deadlines and collaborate with others to achieve agreed objectives but also have the ability to work independently. You should demonstrate initiative in leading on projects, an excellent working knowledge of student support processes and systems, and the capacity to support and lead colleagues. You should show sound judgement in decisions to escalate issues and adopt a collaborative approach to sharing good practice and learning from the successes and learning of others. You should have the ability to quickly learn new skills/procedures and apply them to the job and be able to react quickly to circumstances as they arise. You should have the ability to deal with difficult/sensitive issues with tact and diplomacy.
You should have a previous experience in a Customer Service/administrative role and possess excellent IT skills including the use of Microsoft office products including MS Word, Excel, PowerPoint and Outlook and be proficient in the use of these programmes. You should also have excellent oral and written communication skills demonstrating a high level of accuracy and good presentation of work. Ideally educated to degree level and with an understanding of Higher Education. Desirable attributes for this role would be: experience in supporting students with special educational needs and disabilities and a knowledge of higher education funding through Student Finance.
This is an exciting time to progress at Arden – please get in touch via email@example.com receive a fuller job specification. For an informal conversation about this role, please contact Janette Nhangaba, Director of Student Achievement at JNhangaba@arden.ac.uk.
To apply please forward your CV and covering letter to firstname.lastname@example.org.