Student Journey Team Leader

Working Hours: 35 Hours

Location: Homeworker/ Remote

Contract Type: Full Time Permanent

As our student numbers increase and we continue to diversify our programmes and portfolio, we are looking for high-calibre people to join our Student Journey team as aStudent Journey Team Leader

This is a fantastic opportunity to enter a well-established and respected department. As Student Journey Team Leaderyou will be reporting to the Head of Student Journey and working closely with the other Student Journey Team Leaders, you will provide dedicated support and guidance to a group of Student Journey Advisors ensuring that they are providing their students with a great level of customer service, being a ‘go to’ source of information, signposting, facilitation and support during their time at ULaw. As a Team Leader you will be responsible for a team function and be required to effectively monitor the output of your team and the performance of our work including its impact on the most at-risk students.

• As our Student Journey Team Leaderyou will be:

• Managing the services provided by a team of Student Journey Advisors ensuring that they are providing their students with a great level of customer service, a ‘go to’ source of information, signposting, facilitation and support during their time at ULaw.
• Leading on a key component of the team’s work/projects (WITs, CRM, Engagement Monitoring) and provide administrative support of the mechanism and associated reporting.
• Acting as an escalation point for complex matters that need to be resolved and handle difficult cases, including complaints.
• Regular monitoring of team and project data, including weekly audits, monthly monitoring, KPI’s and weekly/monthly/annual statistics (quantitative & qualitative).
• Managing and training the Student Journey Advisors to provide correct, clear advice and support for student with relation to progression, retention and success including withdrawals, intermitters or transfers of studies (WITs).

We are looking for people who are/have:

• Experience of managing remote teams within demanding customer service environments, where you were required to have broad knowledge of a number of different services.
• Excellent communication skills and experience of coaching and people development.
• The ability to deal calmly with difficult or sensitive situations and work cooperatively as part of a team.

Benefits

On top of a competitive salary, we provide a generous annual leave entitlement of 30 days, and there’s a rewards package that includes:

• Private Medical Scheme and Life Assurance
• Contributory Pension Scheme
• Training and Qualifications (including Course Sponsorship/Fee Discount)
• Season Ticket Loans and Student Discounts

At The University of Law, you will work alongside other like-minded professionals who are passionate about driving innovation in higher education and delivering successful outcomes for our students.

Our Approach

We are committed to ensuring our workforce is reflective of our diverse student population, striving to increase the representation of age, disability, gender identity and expression, religion, race, sex, sexual orientation, and socio-economic background of our employees.

We’re also committed to providing adjustments to those who may require support with the recruitment process - please contact the ULaw Talent Acquisition Team talentacquisition@law.ac.uk.

Please note: For this opportunity, you must be able to prove you have the right to work in the UK - if in doubt please visit the following link Employers' right to work checklist - GOV.UK (www.gov.uk). Please note we are not a licenced sponsor.

Some posts within the University are subject to a DBS check - you will be notified of this during the application process.