Job Title: Student Services Delivery Project Officer

THE UNIVERSITY OF NOTTINGHAM
Recruitment Role Profile Form

Job Title: Student Services Delivery Project Officer

School/Department: Student Services

Salary: £28,695 to £37,394 per annum, depending on skills and experience. Salary progression beyond this scale is subject to performance

Job Family and Level: APM4

Contract Status: This post will be offered on a fixed-term contract for 15 months.

Hours of Work: Full-time (36.25 hours per week)

Location: University Park Campus

Reporting to: Head of Student Service Delivery

Purpose of the New Role:

This is a hands-on role supporting the Student Services Delivery Teams (Student Services Centre Advisers, Academic Support, Disability Support, Financial Support and Childcare Services). Working closely with the Head of Student Service Delivery and other Student Service Delivery teams, the role holder will be responsible for implementing operational decisions and providing coherence across teams to support the section Heads whilst work is undertaken on a wider University initiative, Project Transform. The role holder will take the lead in the production of cross-team policy and process development, and be the main point of contact for the organisation of promotional events and material. They will be expected to liaise at all levels across the University in order to ensure high level delivery.

Main Responsibilities / % time per year
1. / In liaison with Student Service Delivery Management teams, ensure cross-departmental implementation of strategy, policy and services
·  Contribute to operational and strategic planning through the Student Service Delivery Management Team meetings and individual meetings. Play an active role in implementing departmental strategic plans, monitor and review effectiveness, recommending remedial action
·  Scope out, action and follow operational decisions and initiatives through to completion, monitor and review effectiveness
·  Act as a liaison point between the senior managers and other key parties, setting up meetings as appropriate and maintaining good communications
·  Produce and disseminate information to colleagues within Student Services and other areas of the University
·  Produce cross-team policy and process documentation, and ensure effective implementation and working standards. Encourage a culture of continuous improvement and contribution of ideas from all team members
·  In liaison with the Management Team and Student Services Delivery Officer, engage in meaningful ways of obtaining student and staff feedback regarding services, proposing and implementing improvements
·  Work on specific projects as required, formalising effective project planning and delivery, progress/success reporting and post-implementation reviews
·  Ensure team members are fully supported to ensure consistent and successful delivery of objectives
·  Advise on any changes to University policy and how this may affect departmental operations / 50%
3. / Communication
·  Work closely with the Head of Student Service Delivery and Head of Financial Support to gather information to inform Project Transform
·  Disseminate information regarding Project Transform when requested by the Head of Student Service Delivery, ensure understanding and respond to queries
·  Represent Student Services at meetings and events when required, including internal University meetings and external events, producing documents, briefing papers, reports and presentations, as well as following up on actions and outcomes when required
·  Promote services and respond to enquiries by building effective working relationships with colleagues across the University / 20%
4. / Promotion and events
·  Lead and co-ordinate the production of and review cross-team promotional material in liaison with the Marketing and Communications Department and Student Delivery Management team
·  Be responsible for actioning requests for representation at University recruitment events (e.g. University Open Days) and staff and student induction activities. Liaise with Management Team to co-ordinate delivery of these activities / 15%
5. / Other duties
·  Departmental Health and Safety Officer, including reviewing and producing Health and Safety policies
·  Provide support to the Head of Student Service Delivery and Head of Financial Support
·  Work in conjunction with the Financial Support Manager to support Financial Support activities generally and provide a consultative role in the absence of the Head of Financial Support
·  Work with the Student Services Delivery Officer to support the front-of-house functions and provide a high level of student experience
·  Any other duties as required / 15%

Knowledge, Skills, Qualifications & Experience

Essential / Desirable
Qualifications/ Education / ·  Degree plus experience in a similar or related role OR proven track record of extensive work experience in a relevant area within Higher Education (HE) / ·  Experience of working in a Student Services environment
Skills/Training / ·  Excellent interpersonal skills and the ability to build networks across the University and more broadly
·  The ability to negotiate and influence at all levels
·  Ability to handle highly sensitive and confidential information appropriately
·  High level of oral and written communication skills with an ability to produce high quality promotional/information documents
·  Ability to work with minimal supervision, prioritising and planning own and others’ workload to deliver to targets
·  Ability to produce clear written reports, to contribute to informal and formal discussions and presentations, and to deal effectively with internal and external stakeholders at all levels / ·  Awareness and understanding of current issues in HE, particularly in relation to financial support
Experience / ·  Experience of working in a co-ordination or project management role
·  Experience of developing policies and procedures
·  Experience of working in a customer service environment
·  Working with minimal direct supervision
·  Experience of effectively communicating with people at various levels of seniority including colleagues and customers
·  Experience of working with unforeseen problems and circumstances
·  Understanding of University structure/policies / ·  Experience of marketing and communications
Statutory/Legal / ·  Understanding of Data protection issues
·  Understanding of Equality and Diversity issues within HE
Other / ·  The ability to think strategically and respond flexibly to new ideas or changes in policy
·  Willingness and ability to embrace new ideas, develop new skills and adapt to changing situations and requirements
·  Enthusiastic and proactive ‘can do’ approach
·  Team player and willingness to be flexible and adaptable, to both audience and priorities
·  Customer focused

Decision Making

i)  taken independently by the role holder

·  Scheduling and prioritisation of own work within agreed deadlines
·  Recommending, developing, implementing and reviewing improvements to current policy, procedures and practice
·  Co-ordination and dissemination of information
·  Decisions relating to promotional materials
·  Anticipating difficulties, where they might arise and taking proactive measures to minimise their impact
·  Responding to problems with a short-term impact in the absence of Head of Student Service Delivery

ii)  taken in collaboration with others

·  Liaising with other staff members to review and develop policies and procedures
·  Deadlines, scope and priorities within projects
·  Co-ordination of events and production of marketing material

iii)  referred to the appropriate line manager (please name) by the role holder

·  Making recommendations to senior management for major operational change
·  Decisions that require a structured University procedure to be invoked (e.g. complaints procedures)
·  Complex and urgent situations that require a response by a number of teams or are of a critical nature
·  Approval to attend external events and courses
·  Major changes to marketing material

Additional Information

This is a fixed term post required to support the Head of Student Service Delivery and Head of Financial Support whilst they undertake work to support Project Transform. This is a demanding and hands-on role, where the role holder will be expected to liaise and influence colleagues across Student Services and the University.
/ The University of Nottingham strongly endorses Athena Swan principles, with commitment from all levels of the organisation in furthering women’s careers. It is our mission to ensure equal opportunity, best working practices and fair policies for all.
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