ULaw Head of Student Support Services

Head of Student Support Services Candidate Pack

The University of Law, a private university, (formerly the College of Law), is one of the UK’s leading and longest established providers of legal education and training with origins dating back to 1876 with the formation of the leading tutorial firm Gibson & Weldon and later on, with the establishment of The Law Society School of Law. In 1962 the two were amalgamated to establish The College of Law. The University was the first ever independent institution to be granted degree awarding powers, gaining University title (The University of Law) in 2012 before being bought by Global University Systems in 2015. Working right at the heart of the legal profession, the University brings together teaching of the highest quality, a focus on practical skills and innovative learning styles to deliver perfect preparation for life in legal practice and ongoing professional development. The University is in an ongoing, exciting period of growth and expansion with more than 10,000 students, circa 800 staff and 14 campuses across the UK and Hong Kong. Alongside its Legal education and training, it is also expanding its Business school offering both in the UK and in Berlin. All campuses are close to thriving commercial centres, leading law firms and have strong transport links. Each campus is a modern, well-equipped professional law school providing a comfortable and stimulating learning and working environment. Reporting to the Director of Student Experience, Wellbeing and Inclusion, the Head of Student Support Services is responsible for providing strategic leadership and management of student support services across the University and will lead the development, delivery and evaluation of all these services in order to enhance the student experience. The portfolio of services includes a disability support service, a mental health advice service, a counselling service, a welfare service, study skills support, chaplaincy This post is supported by a Disability Support Service Manager, a Wellbeing Services Manager, a Study Skills Coordinator and an Accommodation Officer



Vision and mission To be the global university of choice for the professions, by driving innovation in applied education to deliver outstanding employment outcomes. The University of Law exists to serve its students and their future employers by being global leaders in providing applied knowledge and skills.

Vision and Mission

Strategic Aims

Drawing on our heritage as one of the UK’s longest established law schools, we strive to build on our success through the ethos of IDEAS:

Student Focus

Widening Participation

• Innovation - for our people, campuses, technology and business practices

Innovation and Growth

• Diversity - continuously improving the quality, quantity and flexibility of our courses


Student Experience

• Employability focus - ensuring our students are in demand by firms and businesses

• Ambition – inspiring the best in our students and society

• Success - academically and professionally for all

Strategic Aims

Student focus • The quality of the student experience is key to our ethos, reputation and our ability to recruit and be commercially successful We were ranked in the Top 10 for 5 core categories in the National Student Survey 2019 and in the same year were awarded Silver in the Teaching Excellence and Student Outcomes Framework for our teaching, learning and outcomes. Our performance in the critical categories of teaching excellence and academic support for students is sector leading.

Widening participation We are committed to widening participation and diversity across all of the University’s programmes.

Innovation and Growth • Our programme portfolio is constantly evolving to remain innovative, topical and relevant • Our reach is being extended through the creation of new campuses and partnerships • Our reputation, and the global importance of the English legal system, position us well to increase overseas recruitment beyond our traditional UK-focused student base

People We strive to:

• Support the development of colleagues to enable the delivery of an even higher quality service • Recognise and reward strong performance

Student Experience In addition to our teaching, the business processes that drive the student journey are pivotal to our students’ experience. We look to work collaboratively with the student body, being responsive to student needs and feedback.

• We will continue to invest in the student experience, its people and facilities • We will continue to deliver high quality services in a cost-effective way • We will use resources in an efficient and responsible manner


1. Birmingham

2. Bristol

3. Chester

4. Guildford Campus

5. Leeds Campus

6. London Bloomsbury Campus

7. London Moorgate Campus

8. Manchester Campus

9. Nottingham Campus (new for 2019)

10. The University of Law at UEA in Norwich (new for 2019)

11. The University of Law in Exeter

12. The University of Law in Liverpool

13. The University of Law at Reading

All of our campuses are in thriving commercial areas and offer the same fully-resourced facilities, including well equipped IT suites with PCs for DVD and i-Tutorials, comprehensive law libraries with all the latest legal texts, quiet study areas and places to relax.

14. Hong Kong Centre (new for 2019 )



Hong Kong




Responsible for: • Providing strategic leadership and management of Student Support Services within the University. • Leading development, delivery and evaluation of the services provided by the department. • Seeking high standards, efficiency and best value in all aspects of delivery. Main Function of Job


Main Function of Job

Reporting to Director of Student Experience, Wellbeing and Inclusion Location London Direct Reports Disability Support Service Manager, Wellbeing Service Manager, Study Skills Co-ordinator


Head of Student Support Services

Specific Responsibilities

Specific Responsibilities

Client Services • Assist the Director to define, construct and implement strategy for the service to ensure students receive support throughout their journey at the University of Law. • Lead, manage and develop the services staff so that they are equipped for and enthusiastic about the challenges related to all aspects of supporting students. • Engage with other departments across the University to provide a seamless experience for students. • Develop and implement performance targets within an annual operational plan. • Prepare and present reports to the University’s Senior Management Team as necessary. • Promote the use of ICT to streamline delivery of services. Business Delivery • Through demonstrating strong commercial awareness and sector knowledge contribute to business planning, operational strategy and delivery. • Translate business plans and priorities into meaningful targets. • Develop policy and procedural statements in the area of student support in conjunction with relevant colleagues across the University. • Through a deep understanding of your area of responsibility, record, monitor and manage risks effectively. • Work with Academic Registry, IT, Finance, Operations Board, and Campus staff members in developing centralised systems and processes • Effectively manage, communicate and implement change.

Team Management • Promote and sustain constructive, supportive and friendly working relationships with all clients, external and internal, immediate and senior management and other work colleagues. • Maintain an overview of casework undertaken by the Disability Support and Inclusion Service and Wellbeing Service, providing input and advice to assist them with problem-solving and achieving complex adjustments. • Devise and/or contribute to staff training plans and documentation to support the implementation of change to systems and processes. • Work with IT to monitor user compliance during transitional periods when implementing change; provide feedback to line managers on any performance issues, identifying training and development opportunities. • Build and maintain an effective and positive relationship with the Students Association. Professional Skills • Ensure that you and your team apply the relevant knowledge, skills and expertise to deliver a World-class service. • Gain and maintain knowledge and experience of all relevant areas of work. • Actively take responsibility for your own personal career development in all respects.

Other Requirements/ Information The role will involve regular travel between University of Law campuses.

In addition to the duties and responsibilities listed below, the jobholder is required to perform other duties assigned by the Director of Student Experience, Wellbeing and Inclusion and Operations Board members from time to time. The job holder has a duty to take reasonable care for the health and safety of themselves and of other persons with whom they come into contact at work. The job holder also has a duty to co-operate with the University in complying with any statutory duty or requirement concerning health and safety at work. In particular, they must familiarise themselves with the Health and Safety Policy and its safety and fire procedures.

This job description is to be read in conjunction with the relevant Roles and Responsibilities Career Level document.

This job description is correct at February 2020. It may vary in consultation with the post holder to reflect changes within the market place, in Operations and the University.


Education Essential • A good first degree (or equivalent) qualification


Desirable • Qualification in a relevant discipline • Qualification in management


Skills & Knowledge

Experience Essential • Substantial management experience in an educational environment within at least one area of the portfolio of services • Customer focused experience • Working under pressure to meet deadlines • Experience of budgetary planning and financial management • Experience of risk assessment • Experience of responding to serious incidents

Behavioural Skills

Special Circumstances

Desirable • Experience in a similar role in Higher Education

Skills & Knowledge

Essential • Management or supervisory skills • Thorough understanding of the principles and practice of student support services • An understanding of the changing dynamic of student life • Excellent oral and written communication skills • High level of IT literacy, including use of databases and Excel Desirable • Use of a student records database/case management system • Project management skills

Behavioural Skills Essential

• Willingness to take ownership • Customer and business focused • Effective influencer • Professional and courteous manner • A creative problem solver • Able to deal with high volumes of tasks simultaneously • Conscientious and committed • Adaptable to change • Focused on planning/organising tasks and people • Meticulous attention to detail • Able to maintain a high level of confidentiality • Reliable, dedicated and enthusiastic

Essential • Flexibility in working hours will be required to meet demands of the role Special Circumstances

Application Process

The University is being supported on this recruitment campaign by the search consultancy The Management Recruitment Group (MRG) .

To arrange a brief conversation please contact our advisor Sian Gardiner of MRG on 020 8892 0115 / 07932 717 458 or at sian.gardiner@mrgpeople.co.uk.

Applications should consist of a comprehensive CV and covering letter.

Closing date for applications is Sunday 22nd March 2020.

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