Job description

As our student numbers increase and we continue to diversify our programmes and portfolio, we are looking for a high-calibre individual to join the Student Journey Team as a Student Journey Team Leader on a permanent basis.

This is a fantastic opportunity to enter a well-established and respected department. 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. The role would ideally be suited to an experienced people manager with experience of working a Higher Education setting.

Please note this is a home based position and you will need to be based in the UK.

As our Student Journey Team Leader, your duties will include:

• 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 have:

• Experience of working in Higher Education in a student-facing role is desirable
• 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.

For an informal discussion about the role please contact Billy Reed, Head of Student Journey at [email protected].

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

At The University of Law, you will work alongside other like-minded professionals who champion advancement, while having opportunities to develop in an environment where originality and innovation are rewarded

Our Approach

Diversity, Inclusion and Flexible Working:

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 via [email protected].

Job Types: Full-time, Permanent

Salary: Up to £36,000.00 per year

Benefits:

• Company pension
• Cycle to work scheme
• Employee discount
• Health & wellbeing programme
• Life insurance
• Private medical insurance
• Referral programme
• Work from home

Work Location: Remote