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About the Role

The Head of Student Support provides strategic and operational leadership for all non-academic student services at LAAT. This senior role oversees the entire student journey, including admissions, enrolment, administration, IT access, wellbeing, student finance, careers, and outreach, while serving as the institution's expert on Student Loan Company processes.

Responsibilities

• Lead and manage all non-academic student support services within a cohesive, student-centred function.
• Oversee the full student lifecycle from enquiry, admissions, and enrolment through to completion and progression.
• Set clear service standards, escalation pathways, and quality benchmarks across all student-facing teams.
• Act as the institution's expert on Student Loan Company (SLC) processes, policies, and funding eligibility.
• Provide expert guidance to students on SLC applications, documentation, and resolving payment issues.
• Serve as the primary liaison between LAAT and the SLC, managing outstanding cases and monitoring funding status.
• Deliver workshops and guidance sessions on student finance and ensure compliance with data protection requirements.
• Oversee admissions, enrolment, and registration processes in line with partner university and institutional policies.
• Ensure accurate student data capture, records management, and compliance with regulatory requirements.
• Oversee wellbeing, welfare, and pastoral care systems, acting as a point of escalation for student welfare concerns.
• Coordinate inclusive learning support, reasonable adjustments, and access to Disabled Students' Allowance (DSA).
• Ensure students have reliable access to digital systems including the VLE, email, and assessment platforms.
• Establish and lead a Careers and Employability service, including workshops, employer events, and career planning.
• Drive outreach and partnership activities to support widening participation and institutional growth.
• Ensure student services operate in line with Office for Students (OfS) conditions of registration.
• Support complaints, appeals, and conduct procedures, and contribute to institutional monitoring and reporting.

Requirements

• Bachelor's degree.
• 3–5 years' experience in student services or a related role within HE or FE offering HE courses.
• Demonstrable experience managing student-facing services or operational teams.
• Sound knowledge of Student Loan Company processes, student finance applications, and funding eligibility.
• Understanding of the student lifecycle, inclusive education practices, and data protection requirements.
• Excellent organisational, communication, and interpersonal skills.
• Ability to handle sensitive and complex student cases professionally and with empathy.
• Experience in a private higher education provider or franchised partnership environment (Desirable).
• Familiarity with Office for Students (OfS) regulatory expectations (Desirable).
• Experience supporting outreach, employer engagement, or widening participation activities (Desirable).

Skills

• Strategic leadership
• Operational management
• Student finance administration
• Student Loan Company (SLC) processes
• Data protection compliance
• Student lifecycle management
• Inclusive education practices
• Communication
• Interpersonal skills
• Conflict resolution

Experience Level

• 3–5 years' experience in student services or a related role

Education Level

• Bachelor's degree

Benefits

• Strategic and varied leadership role with scope to shape student services
• Collaborative and ambitious institutional culture
• Supportive senior leadership team
• Opportunities for continued professional development and career progression

About the Company

• LAAT is a forward-thinking applied technology college committed to applied learning and student success.