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Senior Student Services Officer - London

Location : London

Salary: £26,715 to £32,817

Hours: Full Time, 35 hours per week

Contract Type: Permanent

Placed On: 7th July 2022

Closes: 15th August 2022

Point Blank is an award-winning music school based in London, Los Angeles, Ibiza, Mumbai, China and online. The School specialises in Higher Education and practical courses in subjects including Music Production and Sound Engineering, DJ Practice and Performance, Singing and Songwriting, Music Industry Management, and Radio Production and Broadcasting.

As a specialist music education provider, we take pride in teaching the creative process of making music at the highest level, with expert lecturers and state-of-the-art facilities. Consistently awarded high scores by our students through the National Student Survey, we have a reputation for giving our community a unique and high-quality experience. Point Blank nurtures and supports students, providing them with a curriculum connected to industry and the tools to succeed in their careers. Our degree courses are validated by Middlesex University, and we are expanding to meet demand as well as expanding the course portfolio to meet the needs of our students.

This is your chance to join a fast-growing company with exciting opportunities for personal development. To find out what makes Point Blank Music School a remarkable place to work, check out our YouTube channel here.

JOB DESCRIPTION

The postholder will manage the day-to-day student services activities within the Registry Department with responsibility for student communication to Point Blank students.

Contributing to team activities, KPI’s and implement improvement opportunities as identified by the team including attending training sessions relevant to the role.

KEY RESPONSIBILITIES

  • Deputise for the Student Services Manager during periods of leave of absence from the office.
  • Supervision of the Student Services team on a day-to-day basis and distribution of work to the Student Services Officer and Student Services Assistant.
  • Provide training for new team members.
  • Management of the frontline desk including staff rotas, providing a friendly and polite first point of contact for all students, staff and guests visiting the Welcome Desk and to respond with speed and accuracy to email, phone and in-person enquiries.
  • To represent Student Services at the weekly Student Records meeting, ensuring accurate communication and recording of all decisions.
  • To be the first point for management of student complaints escalating to the Student Services Manager where appropriate.
  • Management of the student services inbox.
  • To manage Student Services support during the student registration and induction process.
  • To ensure CEO feedback is responded to by the Student Services Officer in a timely manner.
  • Maintain accurate student records using the MS Office suite and the EMS system, including monitoring of student schedule changes.
  • Identify and promote internal and external resources to students using appropriate means of communication (posters, social media, website, newsletter, email, in-person visits etc).
  • Liaising with the Marketing Department to produce video and photographic content, in line with the Point Blank brand image, for the Student Services Instagram page.
  • Manage all information relating to student services on the Point Blank website, pre-arrival material and Student Handbook, ensuring updates by the Student Services team have been implemented correctly.
  • Responsible for the management of student software orders and equipment. Support students in navigating the available discounts.
  • Create and issue student status letters as required and administer the student Oyster- card application process.
  • Develop a solid understanding of departments and staff functions to correctly refer enquiries in a helpful and positive manner.
  • Apply sensitivity and discretion when dealing with confidential information and confidently refer more complex issues to specialist staff.
  • Show the ability to identify areas for improvement and proactively solve problems using creativity and logic.
  • Contribute to a range of work and projects coordinated by the Services Department.
  • Work flexibly as part of the Student Services Team and be available for occasional evening and weekend work as required.
  • Any other duties commensurate with the post as requested by the line manager.

PERSON SPECIFICATION - Essential

Education:

  • Educated to Degree Level or equivalent relevant experience.

Experience:

  • Experience of staff management.

Knowledge/Skills:

  • Good PC skills, especially spreadsheets, reporting tools and database skills.
  • Excellent inter-personal skills to ensure effective communication with staff, students, and other customers.
  • Good written communication skills and a clear telephone manner.
  • Good organisational and administrative skills with the ability to prioritise work demands to meet deadlines.
  • Meticulous attention to detail.
  • Problem solving with the ability to analyse, follow-up and resolve issues.

PERSON SPECIFICATION - Desirable

Education:

  • Customer service qualification.

Experience: 

  • At least one year’s management experience in a customer service focused role.
  • Experience in a Student Services role with Higher Education.

Skills/Knowledge

  • Knowledge of student finance in higher education.
  • A self-starter, with a hands-on, pragmatic approach and willing to help out where necessary.
  • Outcome focused with the ability to work well under pressure.

How to apply

To apply, please send a CV and cover letter setting out your interest in the role and details of how you match the criteria in the person specification to work@pointblankmusicschool.com.

Point Blank is an equal opportunities employer and welcomes applications from all sections of society.