Head of Student Experience
Study Group
Glasgow, United Kingdom
2d ago


You will lead a highly effective Student Experience and professional services department, enabling students to thrive and study legally, safely and successfully.

Ensure UKVI compliance in visa and attendance systems, key quality assurance and enhancement activities are carried out according to Study Group, university partner and regulatory bodies’ requirements.

Work with the academic staff and Study Group HO to promote the ISC and build its success.


Leadership, management and personal development

  • Lead and motivate Centre student experience and academic administration staff to contribute to ensuring the best possible student outcomes and student experience.
  • Provide effective performance management of direct reports, including setting personal objectives and KPIs; regularly reviewing the performance of direct reports, and conducting formal performance reviews according to company policy and procedures.
  • Facilitate, encourage and support staff to participate in regular personal development activities.
  • Recruit new staff as required according to Study Group policies and procedures.
  • Participate actively in Centre Leadership Team and Centre Management Team.
  • Develop close and effective working relationships with key partners within Strathclyde University
  • Attend and actively contribute to relevant University Partnership Boards and Committees, work with University colleagues through approved liaison points and report regularly on these through the college deliberative and management structures.
  • UKVI and Visa Compliance

  • Ensure compliance of visa and attendance processes and related systems to UKVI regulations, OfS requirements and Study Group minimum requirements.
  • Report non-compliance to Head of Centre and lead and work with colleagues on necessary corrective actions
  • Train and support staff in their roles within the visa and attendance processes and related systems.
  • Customer Service and Student Welfare

  • Oversee the customer service operations of the ISC, ensuring consistently high levels of student satisfaction.
  • Oversee the planning and management of student induction, to ensure all students receive a smooth, legally compliant and efficient entry into the ISC and that all necessary welfare arrangements are in place to facilitate each student’s academic success.
  • Plan and oversee Student Experience activities
  • Line manage the student enquiries and Welfare team / officers to ensure adequate access to pastoral and welfare is provided to students
  • Ensure that the Centre is compliant in relation to Safeguarding responsibilities and staff across the centre are aware of their obligations / requirements
  • Academic Standards and Quality Assurance

  • Implement the appropriate quality assurance and enhancement processes to ensure maintenance of educational oversight with the OfS
  • Ensure flow of operational information to all staff including key dates as above
  • Ensure the effective and efficient maintenance of all quality and enhancement related policies, procedures, work instructions and documents
  • Support the Head of Centre, and academic team in preparation for quality assurance and enhancement related activities
  • Work with the Head of Centre and senior academic staff to ensure high levels of automatic progression are achieved for students across all modules, courses and programmes
  • Analyse data and feedback from a wide variety of sources to monitor progress towards progression targets, planning and implementing remedial actions where necessary.
  • Financial and Official duties

  • To oversee the correct application of financial procedures and ensure that finance and budget information required by the ISC is accurately and securely maintained.
  • To manage the monthly payroll processes.
  • To oversee the management of student debt.
  • To liaise with Study Group Finance Department where necessary and ensure that Finance colleagues have regular and accurate finance information

  • Line management or supervising staff
  • Working in an examination office
  • Working in events
  • Working in a pressurised environment
  • Working with international students
  • Working in a higher educational environment
  • Knowledge of Further and Higher Education Courses / Structures
  • Experience with Course moderation and review
  • Advanced Microsoft Office skills, in particular, Word and Excel
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