Job Introduction
Deputy Head of Centre Support
Here at BPP we pride ourselves on providing the best possible client and learner experience, with our specialised team of Customer Experience staff working closely with learners to ensure they are getting the most from our courses.
An opportunity has arisen for an experienced and enthusiastic individual to join us as Deputy Head of Centre Support. Find out more about the opportunity below.
What if you read the description and don't meet every single requirement? We encourage you to apply anyway - we value diverse backgrounds and are committed to inclusivity!
What you’ll be doing
- Proactively manage performance within line reports, conducting regular 121’s as well as half-yearly and annual appraisals, ensuring individual objectives remain consistent and aligned with departmental and business objectives
- Ensuring data is being collected during onboarding international students
- Manage the hiring of new Centre Support Officers and ensure training for Centre Support Officers is relevant and up to-date using competency framework
- Establish KPIs and tracking metrics for individuals
- Working with Head of Centre Support to ensure service is being delivered within the allocated budget
- Collaborating with teams to ensure specialist support services and events are advertised appropriately
- Ensuring a log is kept of each centre including out of date signage, issues which may be maintenance related
- Support conversations with wider stakeholders for centre briefings
- Collaborate and work with Online Support management to ensure coverage across centres is substantial including for case management
- Be on hand to deliver post-graduate international inductions for all school
- Liaise with team managers to ensure SLAs are met and feedback is addressed
- Managing student support space in allocated centres to ensure there is appropriate signage and is health & safety compliant
- Work with student communications manager to ensure resources available for induction is up-to date
What experience you’ll need
- Proven management and leadership in a customer-focused role
- Thrive on working in a fast-paced performance managed, demanding customer service business
- Knowledge of the UK Higher Education sector specifically university regulations and process queries
- Knowledge of case management systems and reporting on data which may require further actions
- Superb communication, collaboration, and problem-solving skills
- Experience of working cooperatively, flexibly, and effectively, as part of a team whilst being able to demonstrate individual accountability
- The ability to effectively plan, organise and prioritise workload in line with SLAs and KPIs
BPP are proud to be a Disability Confident employer, if you need any reasonable adjustments for the interview process, please just let us know!
Please note the successful candidate will need to undergo a Basic DBS and Credit Check
BPP actively promotes equality of opportunity for all with the right mix of talent, skills and potential, and welcomes applications from a wide range of candidates. BPP will select candidates for interview based on their skills, qualifications and experience. Please note that for those posts that are exempt from the Rehabilitation of Offenders Act 1974, the successful candidate will be required to undertake a DBS check in addition to BPP undertaking any necessary online searches. This is deemed appropriate and necessary from a safeguarding perspective, and in line with BPP’s safer recruitment practices
