Student Services Lead Officer

Victoria College of Arts and Design; Manchester; On-site; GBP 32,000 - 42,000; Full time

Benefits offered by this job

Annual leave 7.2 weeks

Sick pay

Maternity/paternity pay

Wellbeing support

Virtual GP (Livi)

Speak Up service

Counselling support

Financial/legal advice

Career development

Discounts and perks

Job summary

Victoria College of Arts and Design in Manchester is seeking a Student Services Lead Officer to guide the student services team and deliver high-quality support throughout the academic journey.

The successful candidate will lead at multiple campuses, manage staff, coordinate operations, develop communications, and ensure confidentiality while collaborating with Academic and IT teams.

Qualifications

• Bachelor’s degree or equivalent experience.
• Experience managing and mentoring a team across locations.
• Strong customer service and communication skills.
• Proficient with Excel and student management systems.
• Ability to balance priorities in a fast-paced environment.

Responsibilities

• Lead and develop officers in the Student Services Department.
• Coordinate daily operations of the department.
• Design and implement student communication strategies.
• Provide guidance for complex cases and escalation.
• Ensure confidentiality and data protection compliance.
• Oversee inquiries and feedback, drive resolutions.
• Travel to campuses for events and inductions.
• Maintain student databases and records.
• Support inductions and community-building events.
• Collaborate with Academics and IT.
• Conduct performance reviews and development.
• Act as SME for student services at VCAD.
• Support other duties as requested.

Skills

Leadership

Customer service

Time management

Flexibility

IT skills

Excel

Communication

Multi-site leadership

Education

Bachelor's degree or equivalent

Tools

Microsoft Office Suite

Student management systems

Job description

Hours: Full Time 37.5 hours per week which includes regular Friday evenings and Saturday daytime hours. Final work patterns to be confirmed.

Department: Student Services

Reporting to: Head of Student Experience as Line Manager Please note: This role operates within a Matrix Management system, where functional managers will be the Leads/Managers for Engagement, Finance, and Health & Wellbeing.

Responsible for: Officers within the Manchester Student Services Department Please note: Under the Matrix Management system, you will act as the line manager, while Functional Leads/Managers from Engagement, Finance, and Health & Wellbeing will provide guidance on activities within their respective areas.

About us

Victoria College of Arts and Design provides higher education teaching and learning in the arts, design, creative industries and business fields. Our goal is to guide and support our students on their journey to becoming successful individuals and citizens. We strive to offer the best services and resources available to ensure that our students are well-prepared for graduate-level employment within the creative industries or any other aspect of the world of work. From enrolment to graduation, we are dedicated to nurturing our students' growth, fostering their creative and critical skills and equipping them with the confidence and abilities needed to excel in a professional environment. Whether through the dedication of our lecturers and support staff, VCAD's outstanding facilities, or our network of industry connections, Victoria College of Arts and Design is committed to helping and mentoring our students so that they achieve their personal goals and build themselves sustainable and fulfilling careers.

Position Overview:

VCAD is seeking a Student Services Lead Officer to join our Manchester.

The successful candidate will lead the student services activities providing high-quality support to our students throughout their academic journey. The role requires an individual with excellent leadership, communication and organisational skills, who can work effectively in a fast-paced environment. In close collaboration with the Head of Student Experience and Outcomes, the role holder will ensure that our student services continually evolve to meet student needs and maintain the highest standards of care and professionalism. Additionally, the role holder will remotely oversee teams based in Manchester and Leeds, with occasional visits to these campuses.

Responsibilities:

• Lead, motivate and develop the officers within the Student Services Department to ensure the delivery of exceptional, student-centred services.
• Coordinate the daily operations of the Student Services Department to ensure efficient service delivery.
• Design and implement communication strategies to keep students informed about key updates, term dates and events.
• Provide support and guidance to team members in complex cases and ensure issues are escalated appropriately.
• Ensure adherence to confidentiality and information disclosure regulations, keeping staff informed and compliant.
• Act as the primary advisor for the officers within the Student Services department, providing ongoing guidance and support.
• Manage student inquiries, complaints and feedback, ensuring timely and effective resolution.
• Oversee the enhancement and continuous improvement of Manchester student services department systems and processes, driving service efficiency.
• Support the organisation and delivery of student inductions and community building events.
• Collaborate with various teams to address student concerns, including Academics and IT.
• Conduct performance reviews and provide professional development opportunities for the Student Services Officer.
• Ensure compliance with Prevent, Code of Conduct and other safeguarding policies.
• Travel to other campuses to participate in formal institutional events, inductions, and staff training (travel expenses covered).
• Maintain accurate platform(s) for all matters related to student services.
• Maintain up-to-date records in student databases, ensuring confidentiality and regulatory compliance.
• Be flexible with working hours, accommodating occasional weekend and evening courses.
• Act as a subject matter expert for student services at VCAD.
• Provide support for any other associated duties as requested by the Head of Student Experience and Outcomes or the Directors of VCAD.

Requirements:

Essential / Desirable: (E) (D)

(where required, training and professional development will be provided to the successful applicant by VCAD, to facilitate their ability to deliver the responsibilities of this role to an excellent standard)

• Bachelor’s degree in a relevant field, or equivalent professional experience. (E)
• Demonstrated experience managing and mentoring a team, with the ability to lead across multiple locations. (E)
• Strong understanding of higher education student services and systems, including data management. (D)
• Experience providing advice to students and applicants. (D)
• Excellent customer service and communication skills, with the ability to build strong relationships. (E)
• Ability to manage competing priorities in a fast-paced environment, with strong time management skills. (E)
• Flexibility to work evenings and weekends when needed. (E)
• Strong IT skills, including proficiency with Microsoft Office Suite, especially Excel and familiarity with student management systems. (E)
• Commitment to upholding the values and policies of VCAD and partner universities. (E)
• Empathetic Leadership: Ability to lead with empathy and understanding.
• Strategic Thinking: Capable of developing and executing strategies to enhance student engagement.
• Adaptability: Flexible approach to evolving student needs and institutional priorities.

• Annual leave (7.2 weeks)
• Company Sick Pay.
• Statutory maternity and paternity pay.
• Employee Assistance Programme (HA Wisdom Wellbeing)
• Virtual GP access (Livi)
• 'Speak Up Service' - confidential support service to report any workplace concerns
• Specialist physical and mental wellbeing support services with 24/7 confidential counselling support (Wisdom)
• Financial, legal and medical advice services provided (Wisdom)
• Life & Leadership coaching (Wisdom)
• Financial coaching (MUNNY)
• Discounts and perks, offering savings on shopping, activities and more (Bright Exchange)
• Career development and training opportunities.
• Training and self-development opportunities.