Head of Operations

Summary

The Head of Operations oversees the delivery and assessment of Costs Lawyer programmes within ACLT, ensuring smooth course operations and a high-quality student experience. Acting as the primary contact for students and academic staff, the Head of Operations manages the academic cycle, including course planning, material updates, and delivery via the Online Learning Environment (OLE).

This position ensures compliance with ACLT processes and regulations, requiring strong communication, attention to detail, and a proactive approach. The Head of Operations collaborates with internal and external stakeholders—including students, tutors, suppliers, and legal industry partners—and contributes to the strategic planning and continuous improvement of ACLT’s educational offerings.

Responsibilities

Registry and Course Management

• Oversee the planning, delivery, and quality assurance of the Costs Lawyer qualification programmes, ensuring timely production of course and assessment materials.
• Manage the full admissions and enrolment cycle, including updating systems and enrolling students into modules and tutor groups on Canvas.
• Support academic staff with course planning, timetabling, and tutor group coordination.
• Maintain and update course content on the Online Learning Environment.
• Monitor student and staff feedback, tutor performance, and pass rates to support continuous improvement.
• Ensure compliance with quality assurance processes, including internal/external verification and self-assessment.
• Manage attendance monitoring and respond to student enquiries, liaising with tutors and external partners as needed.
• Provide data and reports to the CLSB and ACLT Board, including acting as Board Secretary.
• Coordinate reporting for annual monitoring, accreditation, and other regulatory requirements

Academic Delivery

• Ensure the qualification programmes align with best practices in teaching and assessment.
• Maintain accurate records for tutors, assessors, and external examiners, and ensure GDPR-compliant student data management.
• Administer course delivery and assessments in line with ACLT regulations.
• Manage assessment boards, appeals, and timely entry and release of results via the Management Information System and Canvas.
• Provide accurate student progression data to regulatory bodies to support compliance and oversight. 

Communications

• Serve as the first point of contact for student queries, offering timely and supportive responses.
• Handle student feedback and complaints, escalating where necessary.
• Guide students through procedures such as extensions, deferrals, and withdrawals, ensuring adherence to regulations.
• Coordinate with the marketing team to promote courses and admissions through digital channels and events. 

Finance

• Liaising with the Chair of the Board and ACL to ensure all student fees, 3rd party invoices and academic staff fees are authorised and processed in a timely manner.
• Preparing and monitoring of the ACLT budget and providing reports as required 

Team Management

• Line management of members of the Operations team including setting objectives and performance management
• Identify training and development needs within the team to ensure ongoing professional growth
• Promote a collaborative work environment to achieve business goals 

Person Specification

Education

• Educated to at least Level 3 (A-levels, or equivalent) including GCSEs (or equivalent) at grades A to C in English and Maths
• Possession of a Bachelor’s degree in a relevant field is preferred or highly desirable.

Essential

• Proven experience managing multiple projects with competing deadlines and expectations.
• Ability to work effectively in a remote team and build strong relationships with internal and external stakeholders.
• Strong communication skills, with the ability to engage professionally with students, staff, and partners.
• Experience managing outsourced course designers and tutors, and administering professional or higher education programmes.
• Knowledge of admissions and assessment processes, and quality assurance in an educational setting.
• Experience organising educational events (e.g. exams, assessment days) and supporting committee meetings.
• Proficient in Microsoft Office and student information systems, with a high level of accuracy and attention to detail.
• Excellent written and interpersonal skills; strong time management and task prioritisation.
• Ability to work independently, use initiative, and escalate issues appropriately.
• Skilled in handling sensitive situations with tact and professionalism.
• Commitment to equality, diversity, and inclusion.
• Flexible approach to working hours, including occasional evenings/weekends during peak periods.
• Willingness to adopt technology to improve efficiency.

Desirable

• Experience of forward planning across an academic cycle.
• Knowledge of the legal education sector in England and Wales.
• Knowledge of course and module structures and assessment methods in higher/professional education.
• Understanding of context of professional qualifications or working with professional associations.
• Creating and updating on website content management systems, social media platforms (particularly LinkedIn) and online / virtual learning environments.

Working hours

• Full-time (35 per week) but flexible work patterns or part-time is possible.

Travel requirements

• The role is home-based, with occasional UK business travel. Opportunity for hybrid working if based in London. 

How to apply: Please send your CV together with a short cover letter outlining your motivation and why you are a good fit for this role to: ops@acltraining.co.uk (via the 'Apply' button above).