The Student & Academic officer 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.

Key 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

• 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

About You

Essential Qualifications & Skills

• A Level or Degree level educated

• 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

Experience

• 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

• Working in a similar environment

• Dealing with people from different cultures with language barriers in place

What we offer

• Competitive salary

• 20 days annual leave

• Pension 5% personal contribution & 3% Company contribution

• Season Ticket Loan (T&C's apply)

• Vision Express Eye Care Vouchers

• Training & Development opportunities (T&C's apply)

• Staff Discount Scheme – via My Rewards Hub, from various retailers – Fashion, Grocery, Health & Beauty, Travel, Automotive, Furniture, Dining, Sports and Leisure, Electronics etc

• Refer a friend scheme for staff members (T&Cs apply).

• Social events on campus and through GUS Social Committee "GOSH - GUS on Staff Happiness".

• Professional development opportunities, including training and career progression pathways.

• Employee wellbeing programmes and access to counselling services.

Why Join Us?

• Make a meaningful impact on students’ academic success, confidence and career progression.

• Be part of a collaborative, diverse community that values creativity, innovation and inclusion.

• Access professional development, training, and career progression opportunities.

• Help shape the future of contemporary arts education in London.

If you are passionate about supporting students to achieve their full potential, we would love to hear from you.

Our Approach

We are committed to ensuring our workforce is reflective of our diverse student population, striving to increase the representation of age, disability, gender identity and expression, religion, race, sex, sexual orientation, and socio-economic background of our employees.

We’re also committed to providing adjustments to those who may require support with the recruitment process - please contact the LCCA Talent Acquisition Team collegedivisionrecruitment@gus.global

Please note: For this opportunity, you must be able to prove you have the right to work in the UK - if in doubt please visit the following link Employers' right to work checklist - GOV.UK (www.gov.uk). Please note we are not a licenced sponsor.