P/Time Deputy Head of Student Experience - £24.72ph - £30.21ph plus holiday pay – South West London

Immediate start for six months initially

THE ROLE

The Deputy Head of Student Experience will provide strategic and operational leadership to the Advice and Wellbeing teams to ensure that the student support services, policies and practices put students at the heart of everything they do. You will work closely with the Head of Student Experience, Heads of Programmes, Professional service teams and front facing teams to deliver a service that is proactive, inclusive and student centred.

The focus of this temporary position will be to oversee the advice and wellbeing service team, including the appropriate escalation for complex student casework, to act as a lead staff member for student critical incident responses, triage and out­ of hours crisis management, risk and safety planning (supported by the team). The team work to achieve early intervention.

MAIN DUTIES AND RESPONSIBILITIES

• Work with the Head of Student Experience, the Student Support Teams and College partners to deliver an enhanced and distinctive student experience.
• Deputise for the Head of Student Experience internally at College committees and meetings and externally within the wider HEI sector network.
• Drive a culture of excellence and student customer focus through the Advice and Wellbeing Services and across the College. To proactively lead the advice and wellbeing service team in delivering excellent, innovative and student-centred support services, with students at the heart.
• Act as a lead staff member for student critical incident responses, triage and out­ of-hours' crisis management procedures, supported by the wider Student Support and Student Centre team.
• To ensure that appropriate, person-centred support and arrangements are put in place for students with disabilities, international students, students with mental health and other associated needs.
• To lead the team to work with academic colleagues, using data and insight to ensure that appropriate student support intervention arrangements are in place to best support and communicate proactively with our students.
• Lead as the point of escalation for complex student casework when required by advisors and programmes - advising students and staff in a compassionate, unbiased and fair way, ensuring that all appropriate stakeholders, internal and external, are engaged to best support the needs of students.
• Strategic leadership and implementation of the College's Mental Health and Safeguarding initiatives in partnership with stakeholders, our students and SU.
• Provide expertise and guidance to the College on the range of student wellbeing issues, including risk assessment and management.

PERSON SPECIFICATION

• Proven working knowledge in Higher Education and understanding of the needs of students covering a wide range of disabilities, mental health, SpLD and counselling, with knowledge of current disability legislation, funding and policy implementation
• Outstanding 'customer focus' with strong attention to detail and high standards of service delivery to customers through the analysis and response to customer feedback and data to improve services, information, advice and guidance.
• Experience in leading risk assessment, crisis management and suitable safeguarding practices in an educational setting.
• Proven experience in leading professional /student service teams.
• Strong organisation, interpersonal, verbal, written and presentation communication skills, with the ability to engage with people across the spectrum of responsibilities and experiences with a collaborative and people-centric working style.
• Commitment to, and understanding of, equal opportunities issues relating to student and staff matters within a diverse and multicultural environment.
• Fully proficient in Microsoft Office, and confident in learning new systems. (Experience of working with a Student or customer record system/database is desirable but not essential).
• Knowledge of GDPR data management and data control practices.

Gray & Associates is an equal opportunities employer and positively encourages applications from suitably qualified and eligible candidates regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity.