This role works closely with the Director of College Services (DCS) to ensure the delivery of high-quality, inclusive support services and an outstanding student experience throughout the student journey.
The core focus of this role is to make sure every student feels supported, engaged, and able to thrive during their time at ICP. You will work with all students, with particular attention to those who may need additional help to settle in, stay on track, or overcome challenges—putting in place meaningful interventions and personalised support where needed.
At ICP, we pride ourselves on the high standard of service we offer to our students, their families, agents, and our university partners. We are looking for someone with strong leadership skills and a genuine passion for student wellbeing, who can help us ensure that every student receives a positive, consistent, and high-quality experience across all areas of college life.
In order to be successful in the role, we would be looking for you to be a high-energy self-starter who is able to use your initiative, and
This is a full-time position. Hours of work will be 8.30am – 5.00pm, Monday to Friday.
Responsibilities
Student Support
* Oversee the Compass Programme to ensure behavioural and welfare issues are addressed effectively, with outcomes monitored and reported.
* Support the Director of Learning and Teaching with the academic aspects of Compass, including identifying at-risk students through predicted grades, delivering academic workshops, and reporting to sponsors where required.
* Liaise with students, staff, accommodation providers, parents, agents, and sponsors to identify support needs and arrange appropriate interventions or referrals.
Student Administration
* Follow and help develop College policies to ensure smooth student operations, including arrivals, study programmes, accommodation, visa compliance, discipline, and welfare.
* Maintain the College Services team diary in Outlook to manage priorities.
* Ensure all student information—across reception, handbooks, emails, virtual reception, and social media—is accurate and timely.
* Keep student records up to date and accurate throughout the student lifecycle, ensuring GDPR compliance.
* Collaborate with UoP’s Student and Academic Administration teams to ensure accurate, compliant data sharing.
* Oversee student finance processes, including fee collection, debt management, and coordination with the Shared Services finance team in Oxford.
College Operations
* Support the SMT in planning and delivering College events, including socials, external visits, and agent fam trips.
* Monitor and manage student debt in coordination with UoP’s finance team.
College Services Team
* Lead and support the College Services Officers, ensuring full coverage of key activities.
* Maintain up-to-date process documentation and ensure it is clear and accessible.
* Train CSOs to ensure team-wide competency and cover for absence.
* Promote a strong customer service culture focused on student experience and outcomes.
Partnership Management
* Act as the main contact for UoP’s Wellbeing, Cross-Faculty Support, and Registration teams.
* Provide data to UoP as required.
* Demonstrate understanding of UoP’s student services and offer basic guidance to students where appropriate.
Other
* Any other duties or tasks as directed by the Line Manager or College Senior Management Team
Qualifications and Personal Specification
Qualifications
* University level qualifications
* Qualifications and significant experience in customer service, compliance (GDPR, UKVI), and student welfare
Knowledge and Experience
* · Experience of working in a customer services or education front-of-house service
* Experience of some level of management or team leadership
* Experience of working in a multi-cultural and/or international environment
* Experience in handling customers’ financial accounts
* Experience of managing a high-performing team in an educational environment
Skills
* Have the ability to direct and communicate with staff and students from a diverse range of cultural and educational backgrounds
* Successful management of processes and procedures
* Good verbal and written English language communication skills
* Good data analysis and presentation skills
* Good team-working skills
* Good understanding of the importance of file management (including electronic files)
* Be able to plan and prioritise duties, seeking guidance from manager when faced with competing priorities
* Demonstrate sound knowledge of equal opportunity, equity, and workplace health and safety principles and ability to implement them at the strategic and/or operational level
* Team-building and development skills
* Use of project management tools and techniques
Personal Attributes
* Possess a “can do” mentality
* Shine when under pressure
* Flexible attitude to work, including a willingness to work weekends and evenings in support of student and administrative activities
* Commitment to self-improvement
* Resilient in pursuit of excellence
Seniority level
* Seniority level
Mid-Senior level
Employment type
* Employment type
Full-time
* Industries
Higher Education
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