Deputy Head of Student Services

Post:  Deputy Head of Student Services (Incorporating 12 months acting up as Head of Student Services Maternity cover starting approx. July 2019)

Contract type: Permanent

Contractual Hours:  Between hours of 9am – 6pm Monday to Friday (Occasional Saturdays) 
(37.5 hours per week with some flexibility required)

About BIMM Institute

BIMM, The British and Irish Modern Music Institute, has colleges in eight cities where music matters most – London, Berlin, Hamburg, Dublin, Brighton, Manchester, Bristol and Birmingham – and is proud to be the largest and leading provider of contemporary music education in Europe.

Our eight BIMM colleges have over 50 years’ experience between them in helping students launch successful careers in the music industry.

We offer a broad range of Higher and Further Education music courses – including BA Honours Degrees, nationally accredited Diplomas and Postgraduate Teaching Certificates. Our professional highly vocational and real-world courses include studies in guitar, bass, drums, vocals, songwriting, music production, music business, music journalism and event management.

Person Specification

The post holder will report to the Head of Student Services and will have a key role in assisting with the management of the teams and systems in the Student Services department to ensure all students complete their studies and achieve to the highest level and progress.

Essential criteria

• Experience managing a team
• Experience of working within a student support/pastoral role
• Proven ability to use Microsoft Office applications to a high standard; accurate word processing, data entry and database skills
• Excellent interpersonal skills with the ability to communicate effectively on all levels 
• Experience of working in administration within an educational environment
• Commitment to delivering high quality of customer service at all times and promoting this in a team
• Ability to prioritize and manage own time effectively and to work to strict deadlines
• Methodical and well-organised
• High level of literacy and numeracy with good minute-taking and report writing skills 
• Educated to degree level 
• Ability to take initiative and responsibility

Desirable criteria

• Experience working with Learning Support Needs, Disabilities and Mental Health Concerns 
• Experience of working with Disabled Student Allowance and Student Finance
• Ability to identify areas for improvement in administrative systems and propose solutions
• Experience or understanding of MIS systems with ability to interpret complex information and data
• Experience of planning and running staff training 


The post holder will provide support to the Head of Student Services and senior administrative support to the team at BIMM Manchester alongside managing the Student Support team.

1. Quality

a) Tracking and monitoring attendance, retention and withdrawal data and providing statistics for SARC meetings.
b) Working with Academic Staff to ensure student satisfaction remains high including implementation of focus groups, questionnaires and National Student Survey feedback
c) Ensuring individual student files and electronic records are regularly maintained and updated
d) Playing an active role in the maintenance and development of administrative and data systems

2. Management

a) Direct line management of Student Support Officer team
i. Ensuring all key accountabilities are met
ii. Recruitment, interview and training of new team members
iii. Conducting regular team meetings and individual reviews
iv. Managing sickness, holiday and other HR concerns
v. Ensuring staff cover and presence across relevant venues
vi. Encouraging continued team development
b) Deputising for the Head of Student Services in their absence.
c) Acting as Safeguarding Lead when required.
d) Working closely with the Head of Student Services to oversee the quality of the Student Services department’s provision
e) Attending team, department and college meetings to promote information-sharing
f) Assisting in other duties as required by the Head of Student Services

3. Student Support

a) Managing a student cohort in partnership with the Course Leader, as per Student Support Officers, if required.
b) Creating a continued strategy in order to expand and promote the welfare service available to students in order to encourage increased student knowledge of department expertise.
c) Liaising with both internal staff and external agencies where appropriate to implement further support for students.
d) Assisting with Student Support tutorials where required to provide information and advice service to students on wide range of pastoral issues and college policy & procedures
e) Liaising with International Students and the International Admissions team regarding attendance, visa regulations and course progress
f) Recording and responding to external noise complaints

4. Administration

a) Dealing with general enquires from students, parents and BIMM staff following GDPR
b) Checking, logging and preparing student MEC applications for termly MEC Committee meetings
c) Processing and confirming Extension requests in line with Reasonable Adjustment policy
d) Managing Hardship Fund budget and processing and resolving applications
e) Coordinating regular student attendance tracking and preparation of data for termly SARC meetings
f) Processing student withdrawals
g) Assisting the Academic Administration team when required in busy periods

5. Other duties:

a) Assisting with Enrolment, Graduation and any other departmental events where appropriate
b) Invigilating at written exams when required
c) Covering reception duties when required

NB:  This is not a complete statement of all duties and responsibilities of this post.  The post holder may be required to carry out other duties in keeping with the nature of the post as directed by and agreed with the College Principal.