Student Voice Communications Officer

Key Duties

• As part of the Internal Communications team and in coordination with new posts in the University’s Student Engagement Team, and locally in schools, support all student communications related to Student Voice

• To include, depending on feedback, designing and implementing both communications strategies and shorter campaigns

• Ensure a narrative as to how we are acting upon student feedback is appropriately embedded across all student-facing channels and is understood by our current students. Related communications include student-generated content, clearly illustrating how student feedback has informed decision-making, and the subsequent benefit for students

• In coordination with the Student Communications Officer, agree and establish a framework for planning student communications, and for identifying thematic and institution-wide communication needs in relation to the student experience

• To proactively monitor, evaluate and report on related communications activities to ensure continuous improvement to related communications, and the highest possible return on resource. Proactively change delivery according to quantitative and/or qualitative feedback from a variety of sources from formal surveys to social media.

• Establish working relationships with key contacts including the Student Voice Manager, developing appropriate communication links within the University’s Schools, Colleges and Directorates, plus outside bodies as required

• Participate in networks (both internal and external) to meet the requirements of the role and build mutually beneficial relationships. Setting and ensuring agendas are followed, actions and owners noted and held accountable, plus dissemination of information to participants.

• Provide professional advice and guidance, ensuring colleagues have relevant and timely support to communicate with students and using judgement and creativity to suggest the most appropriate course of action and ensuring complex and conceptual issues are understood

• Identify and utilise additional student feedback to improve related communications (e.g. via social media)

• Plan and deliver specific small-scale projects, co-ordinating and supervising project teams created as needed

• Work with Head of Internal Communications to agree the scope and requirements of future work, including additional posts

• Undertake a variety of administrative duties to support the department.

General Duties

• Ensure that an understanding of the importance of confidentiality is applied when undertaking all duties

• Keep abreast of marketing and student communications developments in Russell Group/other comparable universities and make recommendations as appropriate

• Prepare/contribute to monthly evaluation reports of communications for review by senior management

• Establish working relationships with key contacts within the University and Students’ Union

• Abide by University policies on the Welsh Language, Health and Safety and Equality and Diversity

• Undergo personal and professional development that is appropriate to, and which will enhance, performance

• Perform other duties occasionally which are not included above, but which will be consistent with the role.

Qualifications and Education

• Degree/NVQ6 or equivalent professional membership/experience

Knowledge, Skills and Experience

• Substantial experience of working within communications and stakeholder engagement

• Able to demonstrate professional knowledge of communications and stakeholder engagement, enabling them to give advice and guidance to internal and external customers

• Proven experience of writing engaging content for students, promoting/marketing services in a quantifiable manner and eliciting a desired change in behaviour(s)

Customer Service, Communication and Team Working

• Ability to communicate conceptually detailed and complex information effectively and professionally with a wide range of people, especially students

• Evidence of ability to explore customers’ needs and adapt to ensure a quality service is delivered

• Proven ability to develop professional networks in order to contribute to long term developments

Planning, Analysis and Problem solving

• Evidence of ability to solve expansive problems using initiative and creativity; identify and propose both practical and innovative solutions

• Evidence of demonstrable knowledge of key advances within communications and stakeholder engagement

• Evidence of ability to undertake and deliver specific projects and supervise short term project teams

Desirable Criteria

• Experience of working in a higher education environment

• Fluency in Welsh, written and oral

• Postgraduate or professional qualification