Job Description and Person Specification

Last updated:	October 2015	
JOB DESCRIPTION

Post title:	Career Practitioner Team Manager	
Academic Unit/Service:	Student Services	
Faculty:	 Registrar	
Career Pathway:	Management, Specialist and Administrative (MSA)	Level:	4	
*ERE category:	n/a	
Posts responsible to:	Service Delivery Manager	
Posts responsible for:	Specialist Practitioners	
Post base:	Office-based (see job hazard analysis)	

Job purpose	
•	To support the Service Delivery Manager in undertaking full performance management responsibility for a variety of Student Services staff
•	To ensure activities are delivered in a timely manner, within budgetary controls and external and internal quality standards are achieved and maintained.
•	To represent and champion Student Services across the University and with external stakeholders, to enable an environment of forward thinking, innovative, collegiate working to deliver the Student Services vision and University’s Strategy.
•	Deputising for the Service Delivery Manager as and when required.	

Key accountabilities/primary responsibilities	% Time	
1.	Responsible for staff development and team performance through the delivery of clear business plans and staff objectives. Undertaking monitoring of progress via the annual review process and regular, positive engagement and communication with staff.	30 %	
2.	Responsible for effective budget monitoring of staff and non-staff costs, supporting the Service Delivery Manager in undertaking regular resource planning, review and forecasting in order to ensure delivery to budget	10 %	
3.	Work with the Service Delivery Manager team to undertake detailed statistical analysis of all available management information in order to inform procedure and process reviews and identify areas of concern or success; using this information to inform your decision making	10 %	

Key accountabilities/primary responsibilities	% Time	
4.	Responsible for the attainment of service quality standards within area of responsibility (e.g. KPI’s, Ofsted, QAG, Matrix, Quest, UUKCoP, etc.) , identifying, communicating and implementing relevant policy and procedural changes across the team	10 %	
5.	Actively represent, promote and champion Student Services within and out with the University; undertaking horizon scanning to regularly seek out innovations, opportunities or external/market influences upon future service delivery.	15 %	
6.	To regularly engage and liaise with internal and external stakeholders to ensure active consultation and feedback is obtained to develop Student Services vision, policies and procedures and service delivery	10 %	
7.	To lead the formulation and delivery of Student Services strategy and action plan, taking responsibility for its full implementation, ensuring staff are engaged in the process of critical review.	10 %	
8.	Management, investigation, written reporting and resolution of formal complaints (Stage
2) and appeals.	5 %	
9.	The post-holder is expected to undertake all personal administration required within the role, and adhere to University Policy and relevant legislation (e.g. H&S compliance).		
10.	The post-holder is expected to undertake any other duties that fall within the scope of the post as allocated by the line manager following consultation with the post holder		

Internal and external relationships	
Internal
•	Student Body
•	All Student Services
•	All Professional Services
•	All Faculties
•	Office of the Vice Chancellor

External
•	Students’ Union
•	National Governing/Professional Bodies
•	Schools and Colleges
•	HEFCE and UCAS
•	Members of the Public/Community Groups	

Special Requirements	
•	The post holder may be required to work from a variety of campus locations or visit students, customers or organisations external to the University and therefore must be willing to travel
•	Undertake such tasks as are reasonably requested by Student Services Management
•	Willingness to rotate roles and responsibilities to increase breadth of experience
•	Work within the bounds of the University’s Confidentiality Policy
•	The post holder is expected to work flexibly to provide services to a range of customers. As a maximum the post holder will be expected to work one weekday evening and one weekend day per month as well as specific peak times for services.*
•	Willingness to contribute to the out of hours’ rota as a point of escalation for student incidents or emergencies
•	Work on an on call rota.
•	The Career Practitioner Team Manager post in some services will also contribute to a rota of coverage for weekends, Bank Holidays and University Closures reflecting that these services are open at these times.	

PERSON SPECIFICATION

Criteria	
Essential	
Desirable	How to be assessed	
Qualifications, knowledge and experience	Educated to degree level or equivalent plus proven work experience

Experience of working within a multi-skilled customer/client service environment

Experience of managing and investigating formal complaints	

General knowledge of the HE environment

Experience of budget management and reporting	Application
/Interview

Application/ Interview

Application/ Interview

Interview

Application	
Planning and organising	Ability to initiate, plan and organise a range of one’s own and a team’s work efficiently and effectively against organisational goals and staff development needs

Ability to forward plan and review resource and delivery requirements for the team

Able to seek opportunities to progress a broad range of activities within professional guidelines

Able to meet measurable long, medium and short term goals

Actively participate in planning sessions to maximise personal and team performance		Application/ Interview

Application

Application/ Interview

Interview

Interview	
Problem solving and initiative	Ability to develop understanding of complex problems and apply own knowledge and decision making to solve them

Proven ability to develop and share innovative approaches to work processes in line with changing organisational or legislative requirements

Proactively respond to events to achieve goals		Assessment Task

Application/ Interview

Assessment Task	

	
Ability to identify business critical issues and manage resources towards business goals.

Able to identify and apply creative solutions		
Interview

Assessment Task	
Management and teamwork	Proven staff development, appraisal and performance management experience

Experience of target setting and delivery to service standards

Ability to formulate and review development plans and interpret into clear objectives for staff

Able to positively engage all members of the team, encouraging teamwork and continuous improvement		Application / Interview

Interview

Application/ Interview

Interview	
Communicating and influencing	Ability to communicate effectively and persuasively with peers and stakeholders to promote the interests of our students/graduates and enhance the University’s reputation.

Ability to elicit information to identify specific customer/client needs and to offer related proactive advice and guidance

Evidence of good networking and collaboration skills including maintaining good partnership working with a range of colleagues

Ability to prepare a variety of detailed written and/or verbal information clearly and concisely to a variety of stakeholders

Able to ensure staff are clear about changing work priorities and service expectations through regular communication and engagement

Able to champion the work of the department with confidence		Application / Interview

Application / Interview

Application / Interview

Application

Interview

Interview	

Other skills and behaviours	Evaluate systematically and rigorously the impact of service provision

Competent in the use of Microsoft Office packages

Regularly evaluate professional performance and reflect constructively using evidence to improve performance

Experience of data analysis and manipulation

Able to apply a comprehensive understanding of relevant University systems and procedures and an awareness of activities in the broader work area	

Ability to develop on-line resources Able to understand cultural diversity Ability to speak a second language	Application / Interview

Application / Interview

Application / Interview

Application

Application / Interview

Application / Interview

Application	
Special requirements				

JOB HAZARD ANALYSIS

Is this an office-based post?

☒ Yes	If this post is an office-based job with routine office hazards (eg: use of VDU), no further information needs to be supplied. Do not complete the section below.	
□	No	If this post is not office-based or has some hazards other than routine office (eg: more than use of VDU) please complete the analysis below.
Hiring managers are asked to complete this section as accurately as possible to ensure the safety of the post-holder.	

## - HR will send a full PEHQ to all applicants for this position. Please note, if full health clearance is required for a role, this will apply to all individuals, including existing members of staff.

ENVIRONMENTAL EXPOSURES	Occasionally
(<30% of time)	Frequently
(30-60% of time)	Constantly
(> 60% of time)	
Outside work				
Extremes of temperature (eg: fridge/ furnace)				
## Potential for exposure to body fluids				
## Noise (greater than 80 dba - 8 hrs twa)				
## Exposure to hazardous substances (eg: solvents, liquids, dust, fumes, biohazards). Specify below:				
Frequent hand washing				
Ionising radiation				
EQUIPMENT/TOOLS/MACHINES USED	
## Food handling				
## Driving university vehicles(eg: car/van/LGV/PCV)				
## Use of latex gloves (prohibited unless specific clinical necessity)				
## Vibrating tools (eg: strimmers, hammer drill, lawnmowers)				
PHYSICAL ABILITIES	
Load manual handling				
Repetitive crouching/kneeling/stooping				
Repetitive pulling/pushing				
Repetitive lifting				
Standing for prolonged periods				
Repetitive climbing (ie: steps, stools, ladders, stairs)				
Fine motor grips (eg: pipetting)				
Gross motor grips				
Repetitive reaching below shoulder height				
Repetitive reaching at shoulder height				
Repetitive reaching above shoulder height				
PSYCHOSOCIAL ISSUES	
Face to face contact with public	ü			
Lone working				
## Shift work/night work/on call duties	ü