Job Description

You are responsible for leading, engaging and building rapport with students so they can direct them to appropriate resources, specialist guidance and support, including Student Welfare Service, Careers and guidance on all policies and procedures that relate to the student’s studies with GBS. Programme Administrators play a pivotal role in delivering an outstanding experience for students signposting students who, for various reasons, are not following the expected trajectory with their studies. As mostly acting as the first port of call for students you play a vital role in ensuring GBS our core value ‘caring for our students’ is a reality.

• Work directly with the Dean, leading and managing Programme Administrators support academic teams and students.
• Monitor student retention and student engagement by taking appropriate remedial actions in consultation with the Dean to ensure high rates of assessment submission, high student attendance and high student survey responses.
• Provide high levels of customer service, ensuring support is both effective and timely to academic teams and students.
• Provide high degree of tact and confidentiality when dealing with students facing difficulties that may cause disruption to their studies.
• Working closely with the students and relevant academic staff to facilitate the completion of Special Circumstances applications.
• Will answer queries form students provide signposting to another specialist services.
• Work directly with academic staff and professional services staff including Personal Tutors and will be a key point of contact for advice about academic related matters.
• Maintain an up to date working knowledge of key academic assessment regulations and related policies and procedures.
• To assess and determine if a matter can be resolved or if it needs to be referred to the student’s Personal Tutor / Supervisor, the Senior Tutor, their line manager, or another senior colleague.
• Responsible for initial analysis of cases and presentation their proposed course of action for further discussion with senior colleagues
• Manage administrative tasks and duties, including maintenance of records and student files, coordinating degree transfer applications, interruptions of study, and withdrawals.
• Taking a lead in the management and delivery of activities such as promotion of student surveys; peer support; induction.
• Work with the Student Disability Service to ensure their needs are met.
• Work with admin and academic staff to arrange and participate in student events.
• Plan work in relation to the structure of the academic year.
• Responsible for planning workload to ensure the quality of service and student experience is not diminished at peak times.
• Work with a high degree of autonomy to manage and plan their work on a daily/weekly/monthly basis.
• Identify barriers in curricular matters which prevent students from progressing to the next stage of their studies or transferring to a new programme.
• Draft proposed solutions for senior colleagues to consider; ensuring advice given is comprehensive and accurate.

Required Knowledge, Skills, and Abilities

Educated to degree level or equivalent experience in a front facing customer service role or academic student support role in academic institutions. A strongly developed sense of service delivery and customer/student focused approach. Strong interpersonal skills – active listening, excellent written and verbal communication. Ability to work independently and as part of a team. Ability to work under pressure and to deadlines. The post holder must be flexible, approachable, and helpful with a strong customer service ethic. The post holder will use initiative and judgment to resolve matters. Ability to handle sensitive and personal information with tact and confidentiality. Ability to maintain working relationships and appropriate boundaries, typically required when referring students to appropriate support. Strong administrative skills with proficiency in MS Office applications such as Excel, Word, Outlook Mail. Good attention to detail. The candidate will also be expected to demonstrate their commitment: To GBS values and regulations, including equal opportunities policy. The GBS’s Social, Economic and Environmental responsibilities and minimize environmental impact in the performance of the role and actively contribute to the delivery of GBS’s Environmental Policy. To their Health and Safety responsibilities to ensure their contribution to a safe and secure working environment for staff, students, and other visitors to the campus.