Student Support 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

Following a major review of our Student Support Services, Durham University has established Student Support Hubs within each of our four academic faculties. We are seeking to recruit a talented manager to support the delivery of our ambitious strategy for a world-leading student experience and to lead the delivery of academic student support across our departments. The hubs provide a key point of contact for students, offer advice and support to those students whose progress has faltered or who are experiencing difficulties and ensure all students receive timely and consistent advice to support their academic progress to ensure they have a successful learning and development experience. The Student Support Hubs work closely with student support staff within our colleges and our specialist student support services to ensure a package of support is put in place.

The post holder will be partnered to the Business School and manage a team of Student Support Officers, who work across our four academic departments within this Faculty. They will oversee the development of consistent student support processes and practices working in partnership with our undergraduate and postgraduate Learning and Teaching teams and academic staff in key student-facing roles, to proactively monitor and identify students who may need additional support. The post holder will also provide advice to staff and students on the University’s regulations, policies, and procedures, alongside wellbeing support processes and escalation routes.

The role has a clear career progression pathway within the University’s student support framework and includes role-specific training and development.

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 access to holiday camps for children aged 5-16 throughout the year.
•    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

Qualifications/Experience

1.     Educated to degree level (or equivalent experience).

2.     Professional practitioner with knowledge and expertise used to contribute to the the delivery and development of student support services within the organisation.

3.     Experience of planning and implementing policies, procedures and working practices and supporting change and service improvements. 

4.     Experience of providing specialist advice and guidance to a range of customers and colleagues, including more senior colleagues.

5.     Experience of participating in internal or external networks to share and discuss good practice, develop strong and productive working relationships and positively influence reputation.

6.     Experience of managing and developing a team or teams. 

Skills/Abilities/Knowledge

7.     Excellent spoken and written communication skills including the ability to develop effective working relationships, both internally and externally.

8.     Strong digital competence across a range of digital devices and apps including digital communication tools, Microsoft 365 applications and other business systems.

9.     Continuing professional development relevant to the role.

10.  Knowledge and experience of ensuring compliance with regulatory and organisational policy and guidelines.

11.  Ability to solve problems and decide on and plan appropriate solutions. 

12.  The emotional resilience required to deal with difficult and challenging student issues and managing the impact of such cases; including the ability to stay calm, focussed and professional at all times when responding to such matters.

Desirable Criteria

1.     An understanding of issues associated with confidentiality and an ability to balance confidentiality with the need to share information appropriately.

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: and   
•    A covering letter which details your experience, strengths and potential in the requirements set out in the essential and desirable criteria

·       A Word document with detailed examples of how you satisfy each of the essential criteria within the person specification. Please bullet point your answers in the same order as in the essential criteria.    

Contact details   
  
For a chat about the role or any further information please contact Steven Bell, Deputy Faculty Manager, [email protected]  

Typical Role Requirements  

   
Service Delivery/Development

·       . Promote equality, diversity and inclusion in the Faculty Student Support Hub and act as the Department’s Disability representative.

·       Review and look for ways to improve systems and procedures that are relevant to your area of work in line with the University’s frameworks and Regulations.

·       Manage the delivery of the Faculty of Business Student Support Hub, to ensure consistent excellence in the student experience and the best possible outcome for the student

·       Provide the best possible service by continually reviewing what is required from [staff, students and others who you work with] and contribute to ideas and service improvements.

·       Work with your team and colleagues to look for ways to improve the processes, techniques and deliverables across all areas of your work.

Maintain an up to date and in depth knowledge of current policy underpinning student support processes and an awareness of  University business goals such as widening participation and access, providing advice and guidance to staff and students using this specialist knowledge.

Planning and Organisation

·       Manage the delivery of operational activities carried out by the Faculty of Business Student Support Hub [which you are responsible for.

·       Contribute to progressing the strategic and operational priorities of the Faculty of Business Student Support Hub

·       Review data on the level of service provided by your area to recommend areas for future improvement.

·       Manage budgets and expenditure to ensure cost-effective service delivery.

Team Development

·       Manage and monitor the performance, workload and expected outcomes of the Faculty of Business Student Support Hub and take action to respond anything that impacts on the service level provided.

·       Ensure that your team can deliver the required services by devolving and delegating responsibilities to appropriate team members.

·       Carry out regular performance reviews to provide feedback on objectives and expectations and identify any development needs.

·       Ensure that your team continues to develop by coaching and mentoring team members and delivering any training needs.

·       Support the welfare and wellbeing of your team referring more complex issues to specialist services.

Communication/Liaison

·       Provide advice and share guidance with your stakeholders to ensure that the University’s policies, procedures and regulations are complied with.

·       Use your operational expertise to participate in business meetings, working groups and sub-committees.

·       Coordinate and oversee committees and other business meetings and deal with any related complaints.

·       Update policies and procedures in response to any internal or external changes.

·       Create positive working relationships, including internal and external networks, using your networks to increase your knowledge and skills and swap information with peers

·       Any other reasonable duties.   

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.