Student Support Manager

£38,285 to £45,738 per annum (for exceptional performers, there is scope for further progression up to £52,605 per annum)

Onsite
This role will be based on site, primarily in the named location.

We have one simple promise - to make a positive impact. Through our ground-breaking research, teaching excellence and commitment to sustainable living, we are changing lives for the better.

The University of Derby is a modern university with a modern outlook. Everything we do is driven by delivering excellence and opportunities for our students, our staff and our region.

We have some of the best university facilities in the UK and achieve outstanding results for our teaching and research and have been awarded Gold in the prestigious Teaching Excellence Framework (TEF) 2023 - making it one of the top universities in the country recognised for its outstanding student experience and student outcomes.

Financially strong and seriously ambitious we offer our employees an inclusive culture that centres itself around staff wellbeing, where you can be confident you will receive all the help and encouragement you need to build a rewarding career with lots of opportunities to enhance your skills.

The Registry support all aspects of the student journey, right from initial enquiry and application, all the way through to final award and student completion. We strive to provide an outstanding service to all our users and to be thought leaders in our fields of expertise, developing research informed practise. Registry teams work collaboratively with stakeholders to deliver a high-performance culture that promotes wellbeing, diversity and opportunity for all, supporting excellent student experience.

Student Services provides a range of student support, information, guidance and development services across the University including wellbeing, counselling, disability, mental health, financial support and other key services delivered centrally. These teams work closely together (and with other sections of the university) to provide the best possible services to our students, to enhance the student experience, to help students achieve their full potential and to meet the strategic aims of the University. These services central to the student experience they are visible, seamless, effective and tailored to the needs of our student community.

You will provide operational management to a large team of specialist support staff, and will manage and coordinate the delivery of a high volume and expert support service provided to disabled students via the Disabled Students' Allowance (DSA), in house provision and via partner providers.

You will be responsible for monitoring and evaluating the service provision with a view to continuous improvement in the student experience, ensuring that the service is compliant to current Quality Assurance Framework (QAF) and that the support translates into measurable positive impacts upon student outcomes.

This position is offered on a fixed-term basis to cover a period of maternity leave, with the contract due to end in February 2027. There may be the potential for the contract to be extended beyond this date, however this cannot be guaranteed.

We are seeking a proactive, experienced disability support professional with strong leadership and service development skills. You'll be passionate about inclusive practice, able to manage complex teams, and committed to enhancing student outcomes. A strategic thinker with operational expertise and a collaborative mindset is essential.

You will have a strong track record of achieving results in a service environment and of striving to deliver services which exceed expectations and represent best practice.

You will have demonstrable experience of effectively managing a team of specialist, professional and administrative staff in a complex organisation underpinned by an ability to manage and motivate staff in a dynamic environment.

You will be adept at designing and implementing rigorous processes to maximise service effectiveness, including experience of effectively developing systems, policies and procedures in relation to disability.

You will need to be able to prioritise tasks while working under pressure and have experience of scheduling complex activities to inform planning and decision making.

• To manage the staff of the service, individually and as a team, being responsible for all staffing matters and ensuring effective service delivery through recruitment, supervision and development of a range of support workers.
• To support the Head of Student Services in planning the continuous enhancement of all aspects of the support service, developing its effectiveness and impact and ensuring procedures and practice evolve to meet changing needs.
• To oversee DSA funded Non-Medical Helper (NMH) support (both in-house provision and liaison with partner providers), to support the strategic priorities of the universities, and ensure ongoing alignment with market conditions and regulatory requirements. This will include sustaining the commercial viability and effectiveness of NMH provision through partnerships, effective policies and robust supplier management to minimise costs and maximise income, in conjunction with the Head of Student Services.
• To ensure appropriate levels of service awareness and attractiveness amongst students and staff. In particular, to ensure an appropriate online presence for the service and availability of online self-help resources and tools as well as participation in key student life cycle events.
• The postholder will lead on implementing, monitoring and evaluating activity using an evidence-based approach including Key Performance Indicators for service delivery and student satisfaction, efficiency targets, benchmarks and University ISMs.
• To ensure effective relationships with external agencies (such as the NHS and voluntary sectors) and to develop partnerships as necessary to extend and improve services for students.
• To deliver one to one assessment, advice and case work with students as appropriate, including for escalated or more complex cases, or situations where students need to see a practitioner urgently.
• To ensure that all the activities of the support team is compliant with relevant legislation, regulations, policies and procedures. This will also include compliance with the requirements of Student Loans Company (SLC), Department for Education (DfE) etc.
• To keep abreast of developments in the Non-Medical Helper support arena, including assistive technology, and advising the Head of Student Services accordingly.
• As part of Student Services management team to lead by example and take every opportunity to foster the development of a collaborative, responsive, transparent and service orientated culture.
• To continuously improve personal and team performance by proactively managing personal professional development and maintaining an up-to-date knowledge of student disability issues. To provide support and development to the Student Support Team and other Student Services' teams, in dealing with all matters relating to support for disabled students and the embedding of inclusive practice.
• Participate in external activities and organisations related to student support and wellbeing, where these benefit students and staff.
• Contribute to raising awareness of disability within the student population through collaboration with colleagues within the Student Services, professional services andthe Colleges. Prepare and deliver a range of advice and guidance sessions at various inductions, Open Day and admissions events throughout the year.
• A professional qualification relating to the area of disability and / or membership of a professional body such as NADP (National Association of Disability Practitioners)

Experience

• Substantial experience in the provision of disability support (preferably within the HE/FE environment), with a thorough understanding of the complexities involved
• Experience of effectively managing a team of specialist, professional and administrative staff in a complex organisation underpinned by an ability to manage and motivate staff in a dynamic environment
• Experience of designing and implementing rigorous processes to maximise service effectiveness, including experience of effectively developing systems, policies and procedures in relation to disability
• Demonstrable experience of using initiative and creativity to resolve problems, devising varied solutions and approaching the problem from different perspectives
• Experience of writing professional reports for senior and external audiences
• Experience of Safeguarding, "Cause for Concern" and related regulations and policies

Skills, knowledge & abilities

• Strong track record of achieving results in a service environment and of striving to deliver services which exceed expectations and represent best practice
• A commitment to delivering a professional and customer focused service, responding to and meeting customer needs and adapting service delivery as required
• Proven ability to work on own initiative, actively seeking new and improved ways of working and evidence of excellent organisational skills and attention to detail, with the ability to prioritise a wide range of tasks whilst working under pressure and to deadlines
• Strong practitioner skills and understanding of the requirements of a multi-disciplinary team's functioning in a complex environment
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