• Providing excellent service to students and colleagues in support of the delivery of Music and Acting programmes of study. • Undertaking key aspects of student administration, including but not limited to: enrolment, attendance monitoring, change of circumstance, module selection, coursework submission, personal support arrangements and general enquiry handling. • Undertaking student and course administration where this specifically relates to programme structure and/or requirements of a professional, statutory or regulated body for example, student placement. • Maintaining accurate student records, utilising a range of systems. • Being a subject matter expert for programme administration processes and academic regulations and providing detailed advice for academics, other colleagues and students. • Maintaining a calendar of the annual cycle for programme administration and sharing this across the School, Faculty, partner institutions and other key external partners as appropriate. • Providing full administrative support to Exam Boards including liaising with External Examiners • Attending and supporting the Student Academic Board and other formal and informal meetings as required. Duties include preparing and distributing papers, taking minutes, recording and following up action points and communicating actions and outcomes from meetings. • Providing administrative support for quality assurance, monitoring and course approval processes. • Contributing to the production of module guides, student handbooks and other publications as required, liaising with academic and administrative colleagues to agree content and presentation. • Planing, manageing and prioritising own workload to ensure that deadlines are met, anticipating problems with achievement of objectives and either seeking help or resolving issues in a timely manner.

• Providing front line triage and advice for all students• Frequently deputising as Team Leader during annual leave/sickness• Resource Management across campuses meeting seasonal demands• Design and delivery of Customer Service and Finance systems, policies and procedures• Coaching of staff and providing constructive feedback to improve performance• Design and delivery of staff training• Networking with University accountants, student affairs finance and careers/employment• Communicating updates and important information to the team and checking understanding/implementation• Maintaining accurate student records on internal customer record management systems; auditing as necessary• Upholding high standards of data protection and confidentiality while handling extremely sensitive information about students• Advising Operational Management team on process improvements across the Ask service• Delivering University events including open days – communicating with a wide variety of people while representing the University. Including delivering presentations to large audiences

• Responsible for developing effective communication with a world-wide membership of over 900 companies • Designed and delivered message to improve on customer engagement via telephone calls, emails and visiting customers on-site• Demonstrated the ability to communicate appropriately with employees at all levels of member companies and developed strong commercial relationships. • Recruited new business & improved annual retention, generating new revenue from membership fees, sponsorship and commercial products (training, safety leaflets & equipment)

• Gained detailed specialist knowledge of complex life insurance, savings and pension products• Worked across various customer facing and back-office departments servicing life insurance policies and pensions including valuations, claims and general administration• Seconded to the complaints department to handle complex cases during and immediately following the economic crisis of 2008 - 2009• Developed the key skills required to assist other teams at short notice

• Responsible for the management of a team of 30 – 40 staff members to ensure effective operation of a busy city centre multiplex cinema• Recruited staff and managed KPI performance, identifying training needs and ensuring those needs were met• Ensured compliance with health & safety, public liability and employment law