Student Loans Manager

The University

At Durham University we are proud of our people.  A globally outstanding centre of educational excellence, a collegiate community of extraordinary people, a unique and historic setting – Durham is a university like no other. We believe that inspiring our people to do outstanding things at Durham enables Durham people to do outstanding things professionally and personally.  Across the University we have a huge variety of roles and career opportunities, which together make us a large and successful community, which is a key hub of activity within our region and nationally.  We would be thrilled if you would consider joining our thriving University. Further information about the University can be found here

The Role and Department

The Student Immigration and Funding Service (SIFS) works with internal colleagues and external bodies to provide high quality advice and support relating to immigration legislation and financial support for both undergraduate and postgraduate students and applicants. 

The Service is part of the Academic Office. The Academic Office provides a professional administrative support service to staff, students and potential students of Durham University. We currently offer staff a hybrid working opportunity in line with standard University policy.

The Academic Registrar is the head of the department and is responsible to the Pro-Vice Chancellor (Education) for its management. The following services fall under the remit of the Academic Office:

• Curriculum, Learning and Assessment
• Student Immigration and Funding
• Student Registry

All the services are based in the Palatine Centre in Durham City.

The post holder will be responsible for a range of challenging duties around undergraduate student financial support, covering both the administration of internal and external sources of funding for students and managing and developing the provision of information and guidance on financial support to prospective and current undergraduate students. 

You will be responsible for the team whose primary area of responsibility is to support both students and the University with the administration of undergraduate and postgraduate student loans. This will include liaising with the Student Loans Company (or the relevant bodies of the home nations), responding to queries, confirming attendance confirmation and change of circumstances.

You will also be responsible for processing other student funding streams which provide funding to students at the University. This will include liaising with the NE First Credit Union and the US Federal Government, processing US Federal Aid applications for students studying, or intending to study, at the University.

You will play a key part in the running of a customer-focussed, efficient and professional service dedicated to ensuring that undergraduates applying to, and attending, Durham University receive service befitting a world-class university in the area of student financial support. 

You must also be a flexible team-worker able to take responsibility for managing a varied workload to a high standard.  A high level of accuracy, sometimes under pressure, is essential. You will be dealing with highly confidential, and potentially sensitive, information and must ensure that it is kept in accordance with the principles of the General Data Protection Regulations (GDPR) and in the strictest confidence.

Further information about the role and the responsibilities is at the bottom of this job description.

Working at Durham 

A competitive salary is only one part of the many fantastic benefits you will receive if you join the University: you will also receive access to the following fantastic benefits: 

•    30 Days annual leave per year in addition to 8 public holidays and 4 customary days per year – a total of 42 days per year.  
•    The University closes between Christmas and New Year 
•    We offer a generous pension scheme, As a new member of staff you will be automatically enrolled into the University Superannuation Scheme (USS).
•    No matter how you travel to work, we have you covered.  We have parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies.
•    There is a genuine commitment to developing our colleagues professionally and personally.  There is a comprehensive range of development courses, apprenticeships and access to qualifications and routes to develop your career in the University.  All staff have dedicated annual time to concentrate on their personal development opportunities. 
•    Lots of support for health and wellbeing including discounted membership for our state of the art sport and gym facilities and access to a 24-7 Employee Assistance Programme.
•    On site nursery is available and children’s clubs in the summer holidays.
•    Family friendly policies, including maternity and adoption leave, which are among the most generous in the higher education sector (and likely above and beyond many employers).
•    The opportunity to take part in staff volunteering activities to make a difference in the local community
•    Discounts are available via our benefits portal including; money off at supermarkets, high street retailers, IT products such as Apple, the cinema and days out at various attractions. 
•    A salary sacrifice scheme is also available to help you take advantage of tax savings on benefits. 
•    If you are moving to Durham, we can help with removal costs and we have a dedicated team who can help you with the practicalities such as house hunting and schools.  If you need a visa, we cover most visa costs and offer an interest free loan scheme to pay for dependant visas.

Durham University is committed to equality, diversity and inclusion

Our collective aim is to create an open and inclusive environment where everyone can reach their full potential and we believe our staff should reflect the diversity of the global community in which we work.  As a University equality, diversity, and inclusion (EDI) are a key part of the University’s Strategy and a central part of everything we do.  We also live by our values and our Staff Code of Conduct.  At Durham we actively work towards providing an environment where our staff and students can study, work and live in a community which is supportive and inclusive. It’s important to us that all of our colleagues are aligned to both our values and commitment to EDI.

We welcome and encourage applications from members of groups who are under-represented in our work force including people with disabilities, women and black, Asian and minority ethnic communities.  If you have taken time out of your career, and you feel it relevant, let us know about it in your application.  If you are a candidate with a disability, we are committed to ensuring fair treatment throughout the recruitment process. We will make adjustments to support the interview process wherever it is reasonable to do so and, where successful, reasonable adjustments will be made to support people within their role.

What you need to demonstrate when you apply/Person Specification

When you apply it is important that you let us know what skills/experience you have from a similar role and/or what skills/experience you have which would make you right for this role.  Further information about the role and responsibilities is at the end of this job description.  

Where a criteria has an asterisk* next to it, it may be given additional weighting when your application is considered.  Your application should cover the following criteria:

Essential Criteria  

Desirable Criteria

How to Apply   

To progress to the assessment stage, candidates must evidence each of the essential criteria required for the role in the person specification above. It will be at the discretion of the recruiting panel as to whether they will also consider any desirable criteria, but we would urge candidates to provide evidence for all criteria.  Please don’t forget to check if there is any weighted criteria (see above).

While some criteria will be considered at the shortlisting stage, other criteria may be considered later in the assessment process, such as questions at interview.   
  
Submitting your application 

We prefer to receive applications online.   We will update you about your application at various points throughout the selection process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to make sure you have not missed any of our updates.
  
What you need to submit   

•    A CV
•    A supporting statement or covering letter which outlines how you meet all of the criteria within the Person Specification.    
 

Contact details   

 For a chat about the role or any further information please contact Michael Parks by email at [email protected] 

Typical Role Requirements

Core responsibilities:

• Recognised professional practitioner and management and/or service specialist with responsibility for the management of the Staff in the team.
• Ensuring that the various student loan regulations are adhered to in order to ensure that students receive their loans in a timely manner, support any students with difficulties.
• Provide input to the design and development of service processes, techniques and deliverables for one or more service areas or projects.
• Manage operational service activities to ensure excellence in the staff and student experience.
• Contribute to the analysis of stakeholder feedback to help define needs and requirements, inputting to the design and planning of services.
• Internal and external relationship development and partnership working, networking and participation to engage and influence future services and the University reputation.
• Provide feedback on team and individual performance and identify development needs, conducting regular staff ADR and performance reviews for staff in the team.
• Handle the vast majority of welfare issues within the team, referring more complex welfare issues to appropriate support services/senior management.
• Delivery of ongoing coaching, mentoring and training to team members.
• Maintain an awareness of current student loans policy to support University business goals such as widening participation and access.
• Take responsibility for the US Federal Aid processes, supporting the team responsible for processing US loans.
• Contribute to business meetings, working groups and sub committees at departmental and operational service levels.
• Responsible for managing the student support fund budget, keeping records and processing payments.
• Devolve responsibilities to team members to ensure continuity of service provision and encourage skills development.

Role responsibilities:

• Provide management for service areas and/or processes ensuring a high quality and timely service to all stakeholders, including prospective, existing and past students and staff.
• Manage and monitor performance and workload outcomes and/or staff, planning cover to ensure smooth service provision through peaks and troughs.
• In relation to government student loans, credit union loans and US Federal Aid; analyse data and provide reports to Service Heads making recommendations for improvement to the service.
• Provide advice to applicants and students in relation to the Student Loans Company, University and/or Department policy, procedures and regulations.
• Ensure the review and improvement of systems and procedures (e.g. Student Loans processing and US Federal Aid data transfer) in line with University and Departmental frameworks.
• Distribute service information and provide advice to stakeholders regarding compliance and regulations and annual expenditure.
• Ensure regulations and procedures are updated to take account of internal and external changes.
• Manage and oversee the team supporting students with all loans within the University and following up on appropriate committee decisions.
• Awareness of the external environment and sector best practice to support high quality services, in particular in relation to student loans and financial support provided across the sector.
• Manage an active relationship between the University and the Student Loans Company to ensure the payment of loans to students.
• Any other reasonable duties.  

Please note that in submitting your application Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement Privacy Notices - Durham University  which provides information on the collation, storing and use of data.   

When appointing to this role the University must ensure that it meets any applicable immigration requirements, including salary thresholds which are applicable to some visas.