Support the University with student support activities for undergraduate and postgraduate taught students in law, politics and international relations. Carrying out supporting work, providing advice and guidance and leading projects in the area of student support, including student engagement monitoring, extenuating circumstances and academic appeals. Sign-posting students to appropriate School and central student support services and escalating cases as appropriate. You will work closely with the School’s academic teaching team and within a wider Student Services Team in the School in a front facing role which provides a high-quality service to the School’s undergraduate and postgraduate taught students. Lead and manage the Student Support Team of four staff, with responsibility for ensuring the effective operation of Student Support administration (undergraduate and postgraduate taught) for law, politics and international relations. Key Duties Provide professional advice and guidance on student support processes and procedures to internal and external customers, using judgement and creativity to suggest the most appropriate course of action and ensuring complex and conceptual issues are understood. Investigate and analyse specific issues within student support administration, creating recommendation reports, supported by advances within the university’s procedures and regulations. Working with the Student Support Managers, ensure the provision of support services is delivered to the School’s undergraduate and postgraduate taught students, proactively changing the delivery according to customer requirements. Collaborate with others to make recommendations for developments of established processes and procedures. Manage the operation of the Student Support Team, planning, organising and delegating work, monitoring progress and intervening as required. Manage the performance, induction and development of the team. Support and guide team members in welfare issues, escalating as necessary to specialist support areas. Develop and deliver the training of others in areas relating to the team’s work. Establish working relationships with key contacts, developing appropriate communication links with the University’s Support Services/Schools/Directorates and outside bodies as required. Create specific working groups from colleagues across the University to achieve School objectives. Supervise specific project teams on an occasional basis to accomplish key objectives. Undertake a variety of administrative duties to support the School. Instruct and guide other employees across the University within the areas of undergraduate and postgraduate taught Student Support administration as required. General Duties Ensure that an understanding of the importance of confidentiality is applied when undertaking all duties. Abide by University policies on Health and Safety and Equality and Diversity. Perform other duties occasionally which are not included above, but which will be consistent with the role. Person Specification The Person Specification is split into 2 sections: essential and desirable. Please demonstrate clearly how you meet all of the essential criteria. Where possible you should give examples of how, when and where you have used your experience, knowledge, specific skills and abilities to match those required for this particular job role. Please ensure that you communicate this fully by creating a supporting statement document, listing all of the criteria and commenting against each one as to how you meet them. This will need to be completed before you begin making your application on line as you will be required to upload it. When uploading the supporting statement the document title needs to read “supporting statement and should also detail the post reference number ending in BR” (relevant to the job you are applying for). The desirable section contains a list of skills, qualifications and experience that it would be beneficial for the jobholder to have. All shortlisting decisions will be based initially on essential criteria, with desirable being used to further select or deselect candidates as appropriate. We interview those candidates who are the closest match to the identified criteria. Essential Criteria Qualifications and Education 1. Degree/NVQ 4 or equivalent Professional membership/experience. Knowledge, Skills and Experience 2. Substantial experience of supervising a team. 3. Able to demonstrate professional knowledge within Student Support administration including managing extenuating circumstance cases, academic appeals and student attendance monitoring to give advice and guidance to internal and external customers. 4. Ability to set up standard office systems and procedures and make improvements as appropriate. Customer Service, Communication and Team Working 5. Ability to communicate conceptually detailed and complex information effectively and professionally with a wide range of people. 6. Evidence of ability to explore customers’ needs and adapt the service accordingly to ensure a quality service is delivered. 7. Experience of managing the work of others and ability to deal with performance issues. Planning, Analysis and Problem solving 8. Evidence of ability to solve expansive problems using initiative and creativity; identifying and proposing practical solutions and resolving problems with range of potential outcomes. 9. Evidence of ability to work unsupervised to deadlines, planning and setting priorities for own work and that of the team, monitoring progress, and reacting to changes in workload and prioritisation. Other 10. A willingness to undertake further training and development Desirable Criteria 11. Postgraduate/Professional qualification 12. Experience of working in a Higher Education environment 13. Fluency in Welsh, written and oral Salary Range Min. 33,232 Salary Range Max. 35,880 Job Category Admin / Clerical Grade Grade 5