Student Support Lead Officer

Company: Victoria College of Arts and Design

Position: Student Support Lead Officer

Location: ON-SITE, London Borough and Harbour Exchange Campuses

Salary: £30,000 - £33,000

Hours: Full Time: Monday-Friday (9am – 5pm) Occasional weekend and evening work required.

Department: Student Services

Reporting to: Head of Student Experience and Outcome

Responsible for: Student Support Officers

About Us

Victoria College of Arts and Design provides higher education teaching and learning in the arts, design, creative industries and business fields. Our goal is to guide and support our students on their journey to becoming successful individuals and citizens. We strive to offer the best services and resources available to ensure that our students are well-prepared for graduate-level employment within the creative industries or any other aspect of the world of work. From enrolment to graduation, we are dedicated to nurturing our students' growth, fostering their creative and critical skills and equipping them with the confidence and abilities needed to excel in a professional environment. Whether through the dedication of our lecturers and support staff, VCAD's outstanding facilities, or our network of industry connections, Victoria College of Arts and Design is committed to helping and mentoring our students so that they achieve their personal goals and build themselves sustainable and fulfilling careers.

Position Overview:

VCAD is seeking a Student Support Lead Officer to join our London campuses, located at London Borough and London Harbour Exchange – South Quay.

The successful candidate will lead the student support team providing high-quality support to our students throughout their academic journey. The role requires an individual with excellent leadership, communication and organisational skills, who can work effectively in a fast-paced environment. In close collaboration with the Head of Student Experience and Outcome, the role holder will ensure that our student services continually evolve to meet student needs and maintain the highest standards of care and professionalism. Additionally, the role holder will remotely oversee teams based in Manchester and Leeds, with occasional visits to these campuses.

Responsibilities:

• Lead, motivate and develop the Student Support team to ensure the delivery of exceptional, student-centred services.
• Coordinate the daily operations of the Student Support team to ensure efficient service delivery.
• Design and implement communication strategies to keep students informed about key updates, term dates and events.
• Provide support and guidance to team members in complex cases and ensure issues are escalated appropriately.
• Ensure adherence to confidentiality and information disclosure regulations, keeping staff informed and compliant.
• Act as the primary advisor for the Student Support team, providing ongoing guidance and support.
• Manage student inquiries, complaints and feedback, ensuring timely and effective resolution.
• Lead the organisation of the Student Representative System and the Student Ambassador System.
• Oversee the enhancement and continuous improvement of Student Support systems and processes, driving service efficiency.
• Support the organisation and delivery of student inductions and community building events.
• Collaborate with various teams to address student concerns, including Retention, Admissions and IT.
• Conduct performance reviews and provide professional development opportunities for the Student Support team.
• Ensure compliance with Prevent, Code of Conduct and other safeguarding policies.
• Travel to other campuses to participate in formal institutional events, inductions, and staff training(travel expenses covered).
• Maintain accurate platform(s) for all student support information.
• Maintain up-to-date records in student databases, ensuring confidentiality and regulatory compliance.
• Be flexible with working hours, accommodating occasional weekend and evening courses.
• Act as a subject matter expert for student support services at VCAD.
• Provide support for any other associated duties as requested by the Head of Student Experience and Outcome or the Directors of VCAD.

Requirements:

Essential / Desirable: (E) (D)

(where required, training and professional development will be provided to the successful applicant by VCAD, to facilitate their ability to deliver the responsibilities of this role to an excellent standard)

• Bachelor’s degree in a relevant field, or equivalent professional experience. (E)
• Demonstrated experience managing and mentoring a team, with the ability to lead across multiple locations. (E)
• Strong understanding of higher education student support services and systems, including data management. (D)
• Experience providing advice to students and applicants. (D)
• Excellent customer service and communication skills, with the ability to build strong relationships. (E)
• Ability to manage competing priorities in a fast-paced environment, with strong time management skills. (E)
• Flexibility to work evenings and weekends when needed. (E)
• Strong IT skills, including proficiency with Microsoft Office Suite, especially Excel and familiarity with student management systems. (E)
• Commitment to upholding the values and policies of VCAD and partner universities. (E)

Leadership Competencies:

• Empathetic Leadership: Ability to lead with empathy and understanding.
• Strategic Thinking: Capable of developing and executing strategies to enhance student engagement.
• Adaptability: Flexible approach to evolving student needs and institutional priorities.

Benefits:

• 5.6 weeks of annual leave, including bank holidays.
• Workplace pension scheme.
• Statutory Sick Pay.
• Statutory maternity/paternity pay.
• Career development and training opportunities.
• Discounts on gym memberships, retail, cinema and groceries.
• Cycle-to-work scheme.
• Mental fitness support through "My Mind Pal".

If you are passionate about supporting students in their academic journey and have the skills and experience required for this role, we encourage you to apply.

Join our team at Victoria College of Arts and Design and help make a positive impact on the lives and futures of our students.