LCCA is a contemporary institution, offering a range of programmes. Our students embark on a journey which is designed to meet their academic and personal demands. At the very heart of our vision is a student-centered learning and teaching methodology which is progressive, forward-thinking, modern, and designed to meet our learners’ needs.Our academic team consists of modern, progressive, professionals who have what it takes to motivate students from a variety of backgrounds, to inspire belief in students who are striving for professional and personal recognition and to drive students towards successful lives.You will have a distinct skill set; a ‘can-do’ attitude - and should demonstrate the consistent ability to put the core elements of our learning and teaching philosophy into practice, both in the strategic implementation of experiential teaching activities and in the management of high-class teaching delivery.The underpinning philosophy of LCCA is as follows:
Through experiential teaching we aim to provide students with a ‘real-life’ skill set which is transferable out of the classroom and into the world of work.
Through ‘chunked learning’ we aim to ensure students are thoroughly engaged and motivated by their teachers.
Through ‘deliberate reflection’ we aim to get students thinking about their role in the learning experience and to embed their knowledge for future use.
Through regular and precise feedback, we aim to offer students ways to improve their skills and knowledge on a daily basis.
Roles in this department are engaged in the provision of a range of services in support of the staff, systems and resources of LCCA and of the wider public. The work may involve administrative support, specialist advice, data and information management, project management, or the development and implementation of systems or policy. All roles require an understanding of the College’s systems, processes and procedures. The higher levels often combine professional qualification, managerial experience and a substantial impact on the running and resources of the institution.This is the first and last point of contact for all students studying at LCCA. The role holder will work collaboratively with other student and academic support officers as a team to provide basic advice and referral to students. This position shall be the first point of contact for individual students and be responsible for the provision of day to day enquiry handling for the relevant courses, offering advice and support at the front desk. The student and academic support officer ultimately act as a referral point, to provide students with support, guidance, information and impartial, confidential advice. This particular role is a part of LCCA student and academic support department, which manages all the student enquiries for LCCA and other ad-hoc tasks and mini-projects.Role Responsibilities
Ad hoc projects, event planning and support; support for the College and Line Manager as and when required.
Minute taking, as required (training supplied)
Project planning and support for ad hoc projects
Student Support
To act as first point of contact for all students, answering phone calls / emails / conducting one on one meetings.
To support the academic team, printing materials as requested, producing documents, transcripts, etc., proactively ensuring a smooth flow of information between the academic team, students and other stakeholders.
Communicating all assessment dates to students and working closely with the academic teams on the quality cycle of each awarding body and ensuring feedback and grades are issued as per the academic calendar
Monitoring student progression and retention, ensuring tracking sheets of student results are up-to-date and that information relating to students’ performance is accurately recorded and the student database is updated accordingly.
Offer advice or guidance to student in relation to academic / financial / attendance / personal matters in the absence or in support of relevant staff members
Where requests for reasonable adjustments or welfare requirements are made ensure, students are directed to the relevant internal departments or staff
To provide students and academic staff with operational information when required and ensure they are up to date with any internal changes, such as class or campus locations, documents they must complete, obtaining ID cards
Organise and present students’ induction as and when required
Offer exceptional support and service to all students and academic staff at all times
Monitor the types of student queries received and provide reports to relevant Managers
Support the Course Leaders as directed by the Team Leader
Ad hoc support to lecturers, Course Leaders, unit leaders or other staff as required
Performance Measures
All student queries responded to in 48- hour time frame (working days)
Students have the right information about courses and classes before start of term, with any changes communicated clearly
Students have full understanding of what they can expect from LCCA support staff
Students feel they are well looked after
The team have up to date information regarding all students
The same advice or information is being offered to all students
Delivers projects on time
Attendance
Create attendance records (creating codes, uploading students’ details, update the electronic records according to written attendance sheets)
Update and monitor students’ attendance, sending warning emails, generating and sending reports with students who have poor attendance to the Academic Board
Create attendance reports when required
Performance Measures
Detailed information about students not attending classes so action can be taken
Warnings can be given to students who are often late to classes or do not attend for the whole duration
Data Management and input
Coordinate all administrative duties including filing, recording, data management and other ad-hoc administrative tasks in relation to student and academic administration
Photocopying, recording attendance and class cancellation
Issuing ID cards and certificates
Update student database with relevant student information ensuring database is up to date at all times
Carry out class spot-check to avoid absences, forgery and students leaving early
Upload lectures on Mypage
Performance Measures
Tutors have the support they need from back office staff
Accurate entry of all data with regular updates, ready for when reports need to be produced
Student database is up to date for use across various departments
Willingness to be flexible and to undertake other ad hoc duties associated with ensuring the smooth-running of LCCA programmes, for example, exam invigilation
Support on timetabling and resource planning with the course directors and Admin manager.
Student Focus
Outstanding levels of service, professionalism offered to students at all times
Continuously striving for excellence in relation to student experience at LCCA
Keep up to date with changes internally or within the external education market that may affect your role e.g. guidelines or Student Finance
Seeks ways to improve current processes
Always treats students and staff with respect and courtesy
When dealing with issues fact finds effectively in order to refine and improve existing services
Nurtures and values relationships with within Student Support Team, fostering amicable and cooperative environment
Performance Measures
Positive feedback from students
Knowledge, Skills & TrainingEssential
Ability to work collaboratively in the team, under pressure and to tight deadlines
Ability to exchange information verbally or in writing
Ability to follow instructions, gain basic knowledge about routines and apply this correctly
Good communication skills, excellent telephone manner
Strong interpersonal skills
Good business awareness and ability to communicate with a variety of people across different functions
Excellent planning, organising and time management skills
Exhibit professional standards of behaviour at all times
Proficiency in Outlook, Word, Excel and PowerPoint
Attention to detail and accuracy
Ability to resolve student queries confidently and efficiently
Identifies problems and test alternative solutions to achieve best outcome
Always strives to improve performance, meet goals and produce results
Understands students’ needs and respond promptly and appropriately
Able to handle rejection
Desirable
Full understanding of courses and units
Professional customer service training
Understanding of how processes can be improved to better level of service provided
Professional training on MS Office Suite
Understanding quality assurance regulations in the Education sector
ExperienceEssential
Previous experience in customer service
Dealt with difficult customers
Multi-tasking
Excellent skills in Excel
Producing reports on Excel or bespoke databases
Data entry in a demanding environment
Project management and supporting events and induction
Desirable
Working in a similar environment
Dealing with people from different cultures with language barriers in place
