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Student Experience Officer

Closing date for applications: 06 March 2017

Job Description

To lead on delivering excellent arrival and induction services to new arrivals and promote the highest standards of quality, efficiency and customer care in all matters relating to student services.

This post will be required to work some weekends/bank holidays at peak arrival periods

Key Responsibilities

The Student Experience

  • Deliver an exceptional student experience which places the student at the centre of all we do
  • Deliver professional and friendly services in a safe and welcoming environment
  • Develop the student experience throughout the student journey
  • Input student details (registration and contact details, visa and passport details, police registration, rooms, accommodation, maintenance requests) on the in-house systems and databases and ensure that this information is accurate and maintained up to date and passes audit scrutiny
  • Provide general student services advice including local and travel information, help with opening bank accounts, issue of confirmation letters, ID cards, letter requests, Police Registration, insurance, Student Oyster cards, accommodation booking, repairs and maintenance, complaints, host family communications, insurance information and claims, securing the passports of under 18s and transfers etc
  • To deal with other general office administration in an efficient and professional manner
  • Maintain levels of supplies and stock including brochures, information, forms, paperwork and contents for arrival packs
  • Develop the feedback mechanisms to measure and improve the student satisfaction levels of their student journey during their time here
  • Support and train other staff colleagues in areas of the arrival and induction work where appropriate

Welcome, Arrival and Induction

  • To work with support of academic and non-academic teams to deliver an exceptional arrival and induction experience
  • To oversee transfers to/from College
  • To lead on the organisation of transfers, arrival, registration and induction for new students and all associated activities
  • To set the standards of the arrival experience and liaise with IAC to ensure all necessary pre arrival information has been obtained to deliver a seamless service to new comers
  • To coordinate the information on arrivals and to communicate this clearly to staff on duty during these times
  • To maintain and develop the induction and orientation materials and activities, ensuring all students receive professional, useful, friendly and effective services and all required data is collected
  • Develop the feedback mechanisms to measure and improve the student satisfaction levels of their student journey during their time here
  • Support and train other staff colleagues in areas of the arrival & induction work where appropriate.


  • Assist in covering other positions in the Department during sickness and holidays as far as possible
  • To be proactive in the development of the role by reviewing and researching the procedures of the job on an on-going basis to improve the service to students
  • To ensure that all students are safeguarded according to the Child Protection Policy and associated policies
  • When required, the post-holder will attend appropriate training courses
  • To respect the confidential nature of information relating to the College and students
  • Any other job as deemed appropriate to the role by the Director of Student Services.

Selection Criteria

Qualifications and Training

  • Educated to NVQ level 3 or A level
  • Appropriate specialist / Professional Qualification(s)
  • Customer Services Training or occupational qualifications or training
  • Computer literacy skills

Experience Required

  • Previous experience of working in a role serving discerning clients and meeting their needs
  • Proven experience in resolving problems or handling customer complaints to a satisfactory outcome
  • Proven experience of successfully imparting information and advice to speakers of other languages to ensure understanding
  • Proven experience of anticipating and resolving issues
  • Proven experience working in a role delivering front of house services


  • Excellent interpersonal, customer service and communication skills
  • Strong administration skills
  • Highly developed thinking skills which show initiative and ability to apply systematic thinking
  • Team working skills
  • Excellent time management skills to meet tight deadlines and manage own time effectively
  • Good ICT skills to use systems effectively to produce reports and record information, including database and creating presentations
  • Highly developed organisational skills
  • Highly developed skills in planning and organising events/activities


  • Proven ability to work independently
  • Ability to be flexible to meet unexpected demands
  • Ability to demonstrate keen attention to detail
  • Ability to work consistently to regular routines

Knowledge and Skills

  • Effective understanding of how to capture, measure, interpret and use feedback effectively to improve services
  • Safeguarding, Health & Safety and Equal Opportunities
  • What makes an effective and enjoyable induction for international guests


  • Ability to work consistently to regular routines
  • Good teamwork skills working across a range of colleagues in college
  • Customer focused
  • Effective written and spoken communication
  • Self-motivated and well organised
  • Attention to detail
  • Ability to motivate and influence others (including students)
  • Provide a relevant assistance and advise to students

Organisational Compliance

We are committed to safeguarding and promoting the welfare of our students, and expect all staff and volunteers to share the same commitment. Applicants will be required to undergo child protection screening appropriate to the role, including checks with past employers, an Enhanced Check from the Disclosure and Barring Service (DBS) and overseas criminal records checks if appropriate.


Please send Covering letter and completed application form to Sharon Treharne, PA to Principal and HR Administrator.

Application deadline 17:00 Monday 6th March