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Student Support Manager

Location: London

Salary: £33,797 to £40,322 (depending on experience)

Hours: Full Time (35 hours per week)

Contract Type: Permanent

Placed On: 25 November 2022

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


This position reports to the Head of Registry at Point Blank Music School and directly line manages the Senior Student Support Officer and Student Support Officer. The Student Support provision plays a critical role in ensuring that each student is adequately supported to successfully complete their academic journey and have a fulfilling student experience. This role is responsible for the management, leadership and delivery of all Student Support and Student Welfare provision at Point Blank Music School. The Student Support Manager will lead the strategic development of inclusive and embedded services on the campus and will be responsible for the campus provision of support for the overall physical, mental, and social wellbeing of students, as well as the quality of the student experience. Student support, for which the position is responsible, include student mental health and wellbeing, Specific Learning Difficulties, and disability support. The role includes operational management of the Student Support and Student Mental Health and Wellbeing Service. The post holder will develop and implement an integrated support mechanism which identifies and engages with students at risk of academic underperformance, or other distress, anxiety, or personal problems. The post holder will be accountable for delivering front-line services to the highest standards, providing leadership and effective line management to staff within the student support team, introducing innovative approaches for improving the experience of students and providing a role model of customer care.


You will be passionate about student satisfaction, with the ability to identify, understand and act on the needs of your customers to exceed their expectations. You will be able to communicate and influence effectively in a way that builds successful relationships within teams and across teams. You will lead, develop and motivate yourself and others, seeking and responding to feedback to achieve results. You will take pride in being professional and an expert in your field to achieve results, whilst being proactive about change by initiating, designing, and delivering creative, workable solutions with pace and enthusiasm. You will also have a willingness to engage with new technologies to improve the quality of the learning experience.


  • To develop and implement a strategic plan for Student Support Services that supports Point Blank Music School’s continued growth in a highly competitive market, and where appropriate prepare reports and provide guidance and analysis for Point Blank’s senior Management Team and Executive Committee.
  • To lead and develop student support services to support Point Blank’s strategic priorities. This will involve taking overall responsibility for the formulation and revision of policies, procedures, and operational matters to ensure the highest standards and exceptional service in the provision of a comprehensive and quality-monitored range of student support services.
  • To lead, line manage and develop Student Support Services staff, ensuring that the necessary skills and competency levels are in place and that the Point Blank Music School personal annual appraisal system is adhered to, with individual objectives set in line with Point Blank Music School ’s KPI’s.
  • To provide professional, specialist and confidential advice and guidance to students on a range of topics including: student financial support, general welfare, support for students with disabilities, the implications in relation to deferral of study, repeat study, or temporary and permanent withdrawal and the financial and practical implications of these decisions, keeping accurate and up to date client case notes to ensure compliance with the Service’s Code of Confidentiality, professional standards and the Data Protection Act.
  • To manage the student hardship fund assessing documentation for the senior management panel.
  • To manage the student laptop scheme
  • To oversee the student mentoring programme
  • To manage the Student Union representatives and societies with direct responsibility
  • for the management of the President of the Student Union.
  • To manage the Programme Voice Group ensuring Programme Voice Leaders are fully
  • trained and providing feedback into the group.
  • To provide support and training to colleagues in the understanding and implementation
  • of Student Support Services policies and procedures, thereby anticipating risk and
  • complying with relevant legislation.
  • To continually develop excellent working relationships with colleagues at Point Blank
  • Music School and external stakeholders, to promote and deliver an excellent, high quality student support provision. This will include representing Student Support Services as required at Senior Management Meetings, contributing to relevant working groups, and representing Point Blank Music School at events and conferences.
  • To initiate and develop courses and sessions related to Student Support for students and staff.
  • To continually promote the profile of student support, contribute to the development of student support information on the website and ensure that student support feature prominently in all promotional material, to ensure that Point Blank Music School remains ahead of the competition within the market.
  • To review current systems within Student Support, where necessary reform them or introduce new ones, and ensure that procedures are documented, to meet internal and external audit requirements.
  • Ensure compliance with the Data Protection Act (1998) and the Freedom of Information Act (2001), and all other rules and regulations that govern the work completed for Point Blank Music School.

This list is indicative and may be reviewed from time to time



  • Educated to degree level or equivalent with a qualification in counselling or mentoring.


  • Experience of working in a University, or College and an awareness of student support issues.
  • Experience of supporting students pastorally in a student support setting with a working knowledge of support for students with disabilities.
  • Experience of policy writing, strategic planning, report writing, record keeping and delivering presentations to a variety of audiences including senior managers.
  • Experience of delivering workshops and one-to-one guidance.


  • Excellent interpersonal skills and ability to communicate with tact and sensitivity.
  • The ability to manage both self and team members to prioritise to meet multiple deadlines.
  • Advanced computer literacy including word, excel, knowledge of databases and accurate keyboard skills.
  • Excellent planning and organising skills.



  • Masters degree
  • Core professional training in an area of professional practice (e.g. counselling, coaching or mentoring) and a commitment to continuing professional development.


  • Experience of managing staff.
  • Experience gained in a goals-focused, target-driven and customer-service oriented environment.


  • Working knowledge of the Equality Act 2010.

How to apply

To apply, please send a CV, the link to your video portfolio, 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.