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Head of Professional Services

Closing date for applications: 21st April 2017

Job Description

This is a new role within with a new partner in the ISC network. A truly versatile role, requiring the need for strong leadership and management,. We currently have the Head of Professional Services role available at our new ISC at Durham University based at Stockton on Tees campus. The purpose of the role is to:

  • Provide the leadership and vision to support sector leading services to students, staff and other key stakeholders. You will play a vital role within the Centre’s Senior Management Team in achieving the delivery of the best possible student outcomes and experience.
  • You will be responsible for leading and supporting a team of Professional Services staff. Reporting to the Head of Centre, you will work closely with senior colleagues within and outside of the Centre and be accountable for the delivery of exceptional service provision. Critically the successful candidate will need to carefully balance the requirements of the College alongside the need for consistency and collaboration with the University and Study Group as a whole.
  • This person will have leadership and accountability for and direct line management responsibility of a team of administration staff who will execute and operationalise the development and enhancement plans for the area. Consequently the successful candidate will have recent successful line management experience in a Professional Services discipline and have proven ability to engage in process development.

Key Responsibilities

  • Articulate and implement a clear vision for the development of Professional Services in partnership with the host university and the Provider.
  • Contribute to strategic planning and policy development and including human resources; academic development; learning, teaching and assessment; and academic quality assurance and enhancement.
  • Provide effective performance management of direct reports, including setting personal objectives and KPIs; regularly reviewing performance of direct reports; and conducting formal performance reviews according to company policy and procedures.
  • Attend and actively contribute to relevant University partnership Boards and Committees, work with University colleagues through approved liaison points and report regularly on these through the college deliberative and management structures.
  • Support the Head of Centre on ensuring that the College is fully compliant with Study Group’s, University of Durham and relevant external agencies’ quality frameworks, policies, procedures and codes of practice.
  • Work with the Head of Centre and senior academic staff to ensure high levels of automatic progression are achieved for students across all modules, courses and programmes.
  • Analyse data and feedback from a wide variety of sources to monitor progress towards progression targets, planning and implementing remedial actions where necessary.
  • Oversee the customer service operations of the ISC, ensuring consistently high levels of student satisfaction.
  • Oversee the planning and management of student induction, to ensure all students receive a smooth, legally compliant and efficient entry into the ISC and that all necessary welfare arrangements are in place to facilitate each student’s academic success.
  • Ensure that the Centre is compliant in relation to Safeguarding responsibilities and staff across the College are aware of their obligations/requirements.
  • Management of the student data lifecycle, including all assessment, attendance, welfare and progression related data.
  • To oversee the correct application of financial procedures and ensure that finance and budget information required by the ISC is accurately and securely maintained.
  • To work with colleagues internally and within Durham University to ensure adequate facilities are available for specialist teaching e.g labs.

Selection Criteria

Qualifications and Training

  • Bachelor degree or equivalent experience.
  • Further management or leadership qualifications would be advantageous.

Experience Required


  • Experience of managing staff in an office environment.
  • Experience of data management and interpretation, and quality assurance.
  • Experience of providing advice, guidance or student support in the context of education or training.
  • Experience of developing or delivering initiatives with a strong customer service and results focus.


  • Experience of working with international students and an understanding of welfare, well-being and cultural issues which may arise.
  • Experience of planning and delivering change or continuous improvement.
  • Experience of working across, up and down an organisation as well as with external partners and both national and international stakeholders.
  • Experience of timetabling and academic data management.

Knowledge and Skills


  • Confident in learning and using new student management systems or databases.
  • Strong administrative IT skills, in particular advanced Microsoft Excel Skills.
  • Strong leadership and organisational skills.
  • Flexibility and willingness to work under pressure to deadlines.
  • Excellent interpersonal and communication skills with the ability to communicate issues to a wide audience.


  • A sound understanding of UK higher education and experience of managing support activity and staff in an international and/or UK further and/or higher education context.
  • Knowledge of the needs of international students and experience of working with international students.
  • Strong written and verbal communication skills, including a pleasant and professional manner.
  • Knowledge of UKVI T4 regulations and their implications for international students.

Organisational Compliance

The position holder must comply with Study Group policies and applicable laws including those in relation, but not limited to: Occupational Health and Safety; Anti-Discrimination and Harassment, Anti-Bribery and Corruption and those specifically relevant to the position and authority of the job holder.


Please send Covering letter and completed application form to Justine Evento.

Application deadline 21st April 2017