JOB DESCRIPTION 1. JOB TITLE:

Student Experience Officer

2. HRMS REFERENCE NUMBER:

HR14331

3. ROLE CODE:

SEOSSG

4. DEPARTMENT:

Student Support and Guidance

5. ORGANISATION CHART:

Reports to the Student Skills Development Manager

6. JOB PURPOSE: Reporting directly to the Student Skills Development Manager in the first instance and ultimately the Dean of Students, and working as an integral part of the SSG team, the role-holder co-ordinates and supports campaigns to promote awareness of Student Experience issues. A key part of this work is the management and monitoring of the Student Academic Representative (StAR) system in order to enhance the student experience. The role-holder will work with Academic Quality Enhancement Services to ensure that the system meets the changing demands of stakeholders such as the QAA. The post holder will also be responsible for the monitoring, and implementation of policies and procedures and will develop and deliver training for PATs and other University staff members in the provision of personal guidance and support. The role holder will also work with colleagues across the University to identify retention issues and develop or support initiatives to improve retention. 7. BACKGROUND INFORMATION: Founded by the Church of England, the University of Chester is 175 years old and has approximately 18,000 (11,000 fte) students. Twenty years ago, the academic support department of Student Support and Guidance (SSG) was established as a central, significant part of the University. Today SSG comprises 6 sections: welfare (including student finance, counselling), disability, student skills development (including mentoring); proctor’s office (complaints and discipline), sport development, and Directorate (including Research & Development, Diversity and Equality. The Mission, Vision and Core Values of the University and SSG are closely aligned. Together, they focus on preparing students to take a full and active part (‘serving’) in their future careers and in their communities. SSG’s main role is not only the pastoral care and development of students, but also the delivery of an outstanding student experience, from pre-entry (post A- level or equivalent) through to graduation. During the past 12 years, SSG has used and fully embedded the EFQM Excellence model of management. This framework has enabled us to achieve

HR14331 – SSG – Student Experience Officer – JD – May 2015

and sustain outstanding results. Our commitment to Excellence has been recognised by the Times Higher Awards: THE Most Improved Student Experience - shortlisted 2010, Winner 2012; Leadership and Management Award for the Outstanding Student Support Team (2012). We have also been recognised by the British Quality Foundation: R4E 5* (2008, 2011), Employee Satisfaction Award Winners (2009), UK Excellence Award Finalists (2011) BQF 600- winner (2014); UK Excellence Winner (2014). But our greatest pride lies is in the provision of an outstanding experience for our students, and seeing them flourish. 8. WORK PERFORMED AND/OR KEY RESULT AREAS: 8.1 Communicating Effectively  To update written guidance about student experience issues.  To produce publicity materials suitable for a range of audiences e.g. materials for Student Academic Representatives (StARs) or information for staff about the student experience.  To produce reports on student experience issues, e.g. on the operation of the Student Academic Representative (StAR) System.  To initiate and respond to contact from students and members of staff, over the telephone, through the internet/e-mail, social media (as appropriate), in person and by letter. This may include organising events, and responding to queries about the StAR system. 8.2 Leadership and Working Collaboratively  To be an active member of SSG.  To lead and collaborate with the Students’ Union, and the Student Engagement Officer on the StAR process. 8.3 Liaison and Networking  To liaise with staff across the university about Student Experience issues.  To work with colleagues in Academic and Quality Enhancement to support student retention initiatives.  To liaise at all levels with SSG management and staff to provide information and advice and referring issues where appropriate, on all issues relating to the Student Experience.  To establish strong networks within the University to support student engagement in enhancing the student experience. 8.4 Delivering a High Quality Standard of Service  To take responsibility for the development, management and monitoring of the Student Academic Representative (StAR) system. Specifically the role holder will: o update and deliver StAR training; o maintain close liaison with the Students’ Union; o work to increase the amount of student representation and engagement;

HR14331 – SSG – Student Experience Officer – JD – May 2015

o report on Staff Student Liaison Meetings (SSLMs) to Student Services Committee, particularly on issues which are generic, and/or recurring; o ensure students receive feedback about actions taken as a result of (SSLMs) o work with AQE as part of the cycle of annual review. 8.5 Effective Decision Making  To resolve standard day to day queries and to use initiative to resolve more complex issues.  To provide information and reports summarising issues raised by Student Academic Representatives at Staff Student Liaison Meetings, to Student Services Committee. To make recommendations to the committee about areas for further action.  To work with Student Academic Representatives, the Students’ Union and relevant University departments to resolve issues raised through the Staff Student Liaison system.  To advise the Student Skills Development Manager and the Dean of Students about good practice and innovations in improving the student experience. 8.6 Planning and Organising Self and Others  To be responsible for planning own workload.  To organise and deliver the training of Representatives.

Student

Academic

8.7 Innovation and Improvement (Effective Problem Solving)  To resolve issues in relation to own work on a day to day basis. For example: o resolving organisational issues in relation to the Student Academic Representative system; o identifying improvements within administrative systems within own area.  To contribute to continuous quality improvement both in the postholder's approach to their own work and in wider initiatives such as MATRIX and EFQM. 8.8 Analysis and Research  To monitor and report on developments across the sector in relation to student engagement.  To monitor and report on developments across the sector impacting on the student experience. 8.9 Sensory and Physical Demands  The role is office based and requires regular use of a PC. 8.10 Work Environment  The post-holder is based in a shared office on the Chester campus but will be required to travel to other university sites.

HR14331 – SSG – Student Experience Officer – JD – May 2015

8.11 Pastoral Care and Welfare  To provide a basic level of sensitivity to students and staff in distress and to refer them to specialist services as necessary.  To provide information about specialist services to staff and students as part of relevant training sessions. 8.12 Team Development  To contribute to team development and to take part in crossdepartment initiatives.  To occasionally provide guidance for new members of staff as part of the induction process.  To occasionally provide training for colleagues on student experience issues.  To contribute to continuous improvement within the department. 8.13 Teaching and Learning Support  To provide training for Student Academic Representatives to ensure they are able to represent the views of their student cohort effectively. 8.14 Knowledge and Experience  Understanding of the importance of Student Representation in enhancing the Student Experience.  Understanding of the differences between student representation and student engagement as part of enhancing the student experience.  Experience of delivering training to a range of audiences. 8.15 General  To undertake any other duties commensurate with your grade, and/or hours of work, as may reasonably be required of you.  To take responsibility for upholding and complying with the University’s Equality and Diversity policies and for behaving in ways that are consistent with fair and equal treatment for all.  To comply with all University Health and Safety policies.

HR14331 – SSG – Student Experience Officer – JD – May 2015

PERSON SPECIFICATION Job Title: Student Experience Officer Department: Student Support PERSON SPECIFICATION and Guidance Criteria

Essential / Desirable

Method of identification

Qualifications: A degree (or equivalent level qualification)

Essential

Application form/ certificates

Current UK driving license

Desirable

Application form/

Proven Experience: Experience of working within a learning environment.

Essential

Application form/interview

Essential

Application form/ interview

Excellent communication skills with well-developed interpersonal skills

Essential

Application form/ interview/ presentation

Ability to deliver a high level of results, meeting deadlines and being professional at all times

Essential

Application form/ interview

Computer literacy and excellent keyboard skills

Essential

Application form/ interview

Experience of delivering training.

Essential

Application form/ interview

Managing self and inspiring others: The ability to effectively manage, organise and prioritise a heavy workload and meet deadlines

Essential

Application form/ interview

Essential

Interview

Essential

Interview

Delivering academic and service excellence: The ability to produce a high standard of written reports and other materials

The ability to work well in a pressurised environment with constant interruptions Working together: The ability to gain credibility and build relationships across the University at all levels

HR14331 – SSG – Student Experience Officer – JD – May 2015

Organisational and stakeholder awareness: Knowledge of Higher Education Systems Knowledge of developments in the HE sector impacting on the student experience and student engagement

Desirable

Interview

Desirable

Interview

Essential Requirements are those, without which, a candidate would not be able to do the job. Applicants who have not clearly demonstrated in their application that they possess the essential requirements will normally be rejected at the shortlisting stage. Desirable Requirements are those that would be useful for the post holder to possess and will be considered when more than one applicant meets the essential requirements. Method of identification is where the selection panel will match the candidate’s skills and abilities to the required criteria outlined (i.e. application form, interview, test)

HR14331 – SSG – Student Experience Officer – JD – May 2015

UNIVERSITY OF CHESTER TERMS & CONDITIONS OF EMPLOYMENT STUDENT SUPPORT AND GUIDANCE STUDENT EXPERIENCE OFFICER (18.25 HOURS PER WEEK) FIXED TERM CONTRACT UNTIL 5TH JULY 2016 SALARY SCALE University Scale OS6, points 19 - 22, £22,685 - £24,775 (pro rata) per annum payable monthly in arrears. HOURS OF WORK 18.25 hours per week, to be worked as follows: Monday - Tuesday Wednesday

9:00am – 5:00pm (less a one hour lunch break each day) 9.00am – 1:15pm

A flexible approach to work will be required as there may be occasions when it would be necessary for you to work additional hours as dictated by the workload. HOLIDAY ENTITLEMENT 125 hours per annum (pro-rata during the commencement and cessation years), rising to 143 hours after five years' continuous service. Two extra statutory days per annum during the Christmas period. DISCLOSURE & BARRING SERVICE CHECKS The successful applicant will have to undergo a DBS check before an appointment can be made. MEDICAL EXAMINATION Successful candidates will be required to complete an Occupational Health questionnaire, and may be required to undergo a medical examination. ESSENTIAL CERTIFICATES Short-listed candidates will be asked to bring to interview, proof of qualifications as outlined on the Job Description and Person Specification provided. Upon appointment, copies of essential certificates will be required by HRM Services. PENSION SCHEME The University operates two pension schemes for support staff:  

The default scheme is the Higher Education Defined Contribution Scheme (HEDCS), which is administered by Friends Life. The Cheshire Local Government Pension Scheme, to which the University is an admitted body.

All support staff are entitled to participate in one of these schemes. Some staff will be automatically enrolled into a scheme, depending on their age and earnings, but if they do not wish to remain a member of the scheme, they will be entitled to opt out after enrolment. EQUAL OPPORTUNITIES The University has a policy of equal opportunity aimed at treating all applicants for employment fairly.

HR14331 – SSG – Student Experience Officer – JD – May 2015

SMOKING POLICY The University operates a No-Smoking policy. PROBATIONARY PERIOD A nine month probationary period applies to all University posts. CLOSING DATE Candidates should apply for this vacancy via our online recruitment website (https://jobs.chester.ac.uk/wrl/) by Thursday 4th June 2015 quoting reference number HR14331

HR14331 – SSG – Student Experience Officer – JD – May 2015