Student Journey Team Leader at The University of Law


The University of Law (ULaw) is one of the world’s largest law schools. With an impressive history dating back to 1876, we employ over 1,000 staff and have over 14,000 students studying on our undergraduate and postgraduate programs, along with an alumni network in excess of 100,000. With a rich heritage and a reputation for innovation and contemporary teaching practices, we continuously focus on developing the best legal and business minds. In 2016, we opened our leading Business School, further enhancing our reputation as a full service legal, business and educational training specialist, operating from campuses throughout the UK, Berlin and Hong Kong and an Online campus. Due to significant growth, we have an exciting opportunity for a Student Journey Team Leader to join our dynamic Student Journey team. Working closely with the other Student Journey Team Leaders, you will provide dedicated support and guidance to a group of Student Journey Advisors ensuring that they are providing their students with a great level of customer service, being a ‘go to’ source of information, signposting , facilitation and support during their time at ULaw. The Student Journey Team Leader will also have an allocated cohort of students and will provide a proactive supportive service from the moment the student has been offered a place at the University. You will be responsible for: Acting as the first point of contact for your allocated students, providing advice, support and guidance identification solutions to ensure student retention and success. Acting as an escalation point for the Student Journey Advisors. Ensuring that the Student Journey Advisors are providing great customer service. Managing and training the Student Journey Advisors to provide correct, clear advice and support for students with relation to progression, retention, success including withdrawals, intermitters or transfers of studies. Ensuring that quality is maintained, monitored on a regular basis and in line with the Customer Service Quality Assurance Approach and ensuring that the student journey team are being fully utilized. You will have experience of managing remote teams within demanding customer service environments, where you were required to have a broad knowledge of a number of different services. You will have excellent communication skills and experience of coaching and people development. You will be able to deal calmly with difficult or sensitive situations and work cooperatively as part of a team. For an informal discussion about the role please contact Billy Reed, Head of Student Journey at [email protected] No agencies please. This post is subject to an enhanced DBS check. Our approach Equity and Inclusion is central to everything we do. We are actively committed to promoting and participating in good practice in the way we attract and retain staff, as we appreciate the value and benefits of a truly diverse workforce. Aligned to this is the opportunity to join one of our three peer staff networks for Disabled staff, LGBTQ+ staff and staff from an underrepresented race, ethnicity and/or cultural heritage.

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