Student Support Manager (Job Share)

The Role and Department

Following a major review of our Student Support Services, Durham University has established Student Support Hubs within each of our four academic faculties. We are seeking to recruit a talented manager to work in a 50% job share arrangement to support the delivery of our ambitious strategy for a world-leading student experience and to lead the delivery of academic student support across our departments. The hubs provide a key point of contact for students, offer advice and support to those students whose progress has faltered or who are experiencing difficulties and ensure all students receive timely and consistent advice to support their academic progress to ensure they have a successful learning and development experience. The Student Support Hubs work closely with student suppo rt staff within our colleges and our specialist student support services to ensure a package of support is put in place.

The post holder will be partnered to the Faculty of Science and jointly manage a team of Student Support Officers, who work across our four academic departments within this Faculty. They will oversee the development of consistent student support processes and practices working in partnership with our undergraduate and postgraduate Learning and Teaching teams and academic staff in key student-facing roles, to proactively monitor and identify students who may need additional support. The post holder will also provide advice to staff and students on the University’s regulations, policies, and procedures, alongside wellbeing support processes and escalation routes.

The role is a 0.5 FTE (50%) job share arrangement, 17.5 hours a week. Our preference is for these hours to be worked over 2.5 days (rather than being spread across the full week). The exact days works are open for discussion and we aim to be accommodating as possible to meet both post holder’s requirements, although some flexibility may be required.

The role has a clear career progression pathway within the University’s student support framework and includes role-specific training and development.

Essential Criteria

Qualifications/Experience

1. Educated to degree level (or equivalent experience).
2. Professional practitioner with knowledge and expertise used to contribute to the delivery and development of student support services within the organisation.
3. Experience of planning and implementing policies, procedures and working practices and supporting change and service improvements.
4. Experience of providing specialist advice and guidance to a range of customers and colleagues, including more senior colleagues.
5. Experience of participating in internal or external networks to share and discuss good practice, develop strong and productive working relationships and positively influence reputation.
6. Experience of managing and developing a team or teams.

Skills/Abilities/Knowledge

1. Excellent spoken and written communication skills including the ability to develop effective working relationships, both internally and externally.
2. Strong digital competence across a range of digital devices and apps including digital communication tools, Microsoft 365 applications and other business systems.
3. Continuing professional development relevant to the role.
4. Knowledge and experience of ensuring compliance with regulatory and organisational policy and guidelines.
5. Ability to solve problems and decide on and plan appropriate solutions. 
6. The emotional resilience required to deal with difficult and challenging student issues and managing the impact of such cases; including the ability to stay calm, focussed and professional at all times when responding to such matters.

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