Student Services Coordinator

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Position Description POSITION TITLE: POSITION STATUS: SALARY: RESPONSIBLE TO: PENSION SCHEME: PROBATION PERIOD: ANNUAL LEAVE:

Student Services Co-ordinator Ongoing following successful probation £24,000 - £26,000 per annum Manager of Student Services Available Three (3) months 36 days inclusive of eight (8) Bank Holidays

Division:

University Programmes Division

Reports to:

Manager of Student Services

Overview of the Position: The position of Student Services Co-ordinator is line managed by the Manager of Student Services and requires skills in the coordination of students through their lifecycle at the College: fees (tuition and accommodation); arrival, orientation and enrolment; accommodation service; records management (database and student records management); welfare support (student in jeopardy programme, minors, students with additional needs); visa monitoring and renewal services; interpersonal communication. The Student Services Co-ordinator will be required to participate in the development of and coordinating the implementation of the services and support plan and the coordination of the student support operations. The Student Services Co-ordinator is expected to work effectively within a cross-functional team environment inclusive of Marketing/Admissions and Academic teams.

Key Relationships:

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Partner University

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Student and Academic Services

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Key Result Areas: Co-ordination of Support Services 

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Co-ordinate the student support team to ensure excellence in service provision to a diverse student cohort Co-ordinate and support a small team in a cross functional work environment, enhancing their skills to obtain maximum benefit for the College and student cohort alike Engender a disciplined work environment to ensure the team fulfil their full potential Co-ordinate the team workloads in a fair and transparent manner. Lead by example

Co-ordination of Student Experience 

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Co-ordinate the implementation of processes required to ensure that Airport Meet and Greet services are provided and other informal arrivals are taken care of Participate in the development of and implement effective, efficient and enjoyable orientation programmes Ensure that Student Guides/Ambassadors are well trained and available as necessary to assist with the arrival, orientation and enrolment processes Participate in the development of an effective and efficient enrolment process that underpins the College compliance regime under the direct guidance of the Director of Academic Services, Plan, coordinate and implement an on-going programme of student centred events (sporting and cultural)

Student Support  

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Co-ordinate the College’s 24 x 7 Emergency Response programme Co-ordinate relevant aspects of the student in jeopardy programme including minors and students with additional needs. Co-ordinate the monitoring of and reporting on student Tier 4 visa compliance under the Home Office Points Based System Co-ordinate the College visa renewal and monitoring process Co-ordinate the College Police registration service Co-ordinate the student deferral and withdrawal process in line with best practice principles and reporting duties required by the Home Office Points Based System Provide regular reports on Student Service related matters to the Senior Management Team of the College

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Student Accommodation 

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Co-ordinate an accommodation service for students Co-ordinate and enhance the continued provision of student accommodation both in private accommodation and in the College’s Halls of Residence (off campus) Develop effective networks with local letting agents as part of the accommodation service and assist students in understanding their leases prior to signing for tenancy Coordinate the allocation of College Hall of residence accommodation, in an efficient and effective manner to ensure the highest customer service to students Ensure that accommodation services do not incur financial debt With support of the UK Finance team collate monthly accommodation reports for submission to the Senior Management team of the College Lead on the management of student related accommodation documentation – database, individual files, contracts and Service Level Agreements (SLAs) Lead on the management of the ‘fines’ system as required and in line with College policy on the determination and imposition of fines with regard to accommodation services Liaise with the Marketing and Academic teams on matters relating to accommodation requests and needs received from agents, students and parents alike Liaise with the off-campus accommodation service provider/s to resolve issues as and when they arise When appropriate conduct property checks with the accommodation service provider/s to ensure that properties are being maintained

Student Finance   

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Coordinate processes implemented to ensure the prompt payment of fees Enforce the late payment policy and associated fines. Work closely with the UK Finance team on the processing of student payments on the College student management system (SMS) inclusive of (i) receipting of fees, (ii) posting receipt and (iii) updating student files for Credit, Debit Card and Bank Draft payments Ensure that all necessary paperwork for students using the Student Loan Company (SLC) are received at enrolment and processed accordingly. Responding to finance related student queries Implement processes required to control student debt Work closely with the UK Finance team on the processing of student refunds Work closely with the UK Finance team on the processing of student fee invoices

Other Requirements 

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Other duties as required from time to time by the Director of Academic & Student Services and/ or the College Director/Principal Maintain high standards in records management Maintain confidentiality at all times

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Qualifications and Selection Criteria The Student Services Co-ordinator should be passionate about delivering excellent customer service; the highest levels of student services are critical in spearheading the retention drive in the College. The Student Services Co-ordinator must be able to demonstrate high level interpersonal skills and should have excellent and demonstrable coordination and team experience, preferably in education services provision. They should also demonstrate an effective working knowledge of university pathway programmes and possess relevant tertiary qualifications or at least four (4) years’ experience in a related and relevant industry. Essential 

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University level qualifications or at least four (4) years’ experience in a relevant industry and/or have equivalent qualifications and/or professional experience Demonstrated coordination skills, either in a customer services and/or education environment Understanding of service and support management, either in a customer services and/or education environment Demonstrable and high level process and people management skills Demonstrable organisational and planning skills with the ability to multi-task and prioritise to ensure successful completion of all responsibilities and tasks To be able to work effectively in a fast paced and demanding environment, Highly developed interpersonal skills Excellent numeracy, oral and written communication skills Ability to work both independently and collaboratively and to lead by example Demonstrated commitment to quality assurance Sound knowledge of equal opportunity, equity and workplace health and safety principles and ability to implement them at an operational level Ability and understanding of the need to work closely with marketing and recruitment imperatives and tactics and thus make a significant contribution to sustainable business growth Innovative thinking and proactive work habits with a demonstrated eye for detail IT literacy particularly Microsoft Office environment

Desirable    

Experience in managing Higher Education student service provision Experience in a multicultural environment Experience in providing accommodation services Experience in handing customers financial accounts

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Company Overview Navitas Limited is an Australian owned public listed company. Navitas is an industry leader in providing managed campus services, pre-university and university pathway programmes for domestic (Australia only) and international students. Navitas conducts a wide range of activities in Asia, North America, Africa, Australia, Continental Europe and the United Kingdom. Navitas Colleges are modern and dynamic educational institutions committed to providing quality educational programmes and excellent student support in an environment that encourages students to achieve the best possible results in their studies. The UK Colleges offer a range of Degree Programme Elements from undergraduate Level 0 (Foundation) to FHEQ Level 4, university degree studies and postgraduate Masters Preliminary programmes in a wide range of degree pathways. The Colleges are all based on the campus of their Partner University and as such are Associate or Affiliate Colleges of their Partner University. Navitas students benefit from the range of facilities open to all University students. Currently there are ten (10) Navitas Colleges in the United Kingdom: 1. Hertfordshire International College (HIC) is located on the University of Hertfordshire’s College Lane Campus in Hatfield 2. London Brunel International College (LBIC) is located on the Uxbridge campus of Brunel University 3. Cambridge Ruskin International College (CRIC) is located on Anglia Ruskin University’s Cambridge campus 4. The International College Wales Swansea, (ICWS) is located on Swansea University’s Singleton Park campus 5. The International College Portsmouth (ICP) is located on the University of Portsmouth’s campus in central Portsmouth 6. The Plymouth University International College (PUIC) is located on Plymouth University’s campus in central Plymouth 7. The International College Robert Gordon University (ICRGU) is located on Robert Gordon University’s Garthdee campus in Aberdeen 8. The Edinburgh International College (EIC) is located near Edinburgh Napier University’s Craiglockhart campus in central Edinburgh 9. The Birmingham City University International College (BCUIC) is located on Birmingham City University’s Bournville campus 10. University of Northampton International College (UNIC) is located on University of Northampton’s Park Campus.

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