Student Journey Officer

Student Journey Officer

1 FTE / 35 Hours per week

Grade 4, £24,685 - £26,093

Are you interested in being on the forefront shaping and improving student experience?

We’re looking for an enthusiastic, proactive and committed member of the team to support students and applicants, both through the Admission stage of the student journey, and later through to students’ time on course. We’re looking for someone who will act as a key point of contact to help applicants and students navigate processes from application through to enrolment, whilst maintaining compliance to certain regulatory requirements.

The role will initially focus on the Admission stage of the student journey, but you will also have the opportunity to work flexibly across different stages of the student journey, contributing to process improvements and helping to resolve issues to positively influence the student experience, where priorities evolve over the student life cycle. So, we’re looking for someone who is able to work dynamically to manage priorities, have good understanding of higher education or similarly regulated fields, and someone that holds a strong sense of commitment to improving customer experience.

The post involves responding to a wide range of enquiries, working with our student record system (Unit-e) and collaborating closely with colleagues across professional services and academic teams to ensure an effective and student focused‑experience.

You will process applications and support students during the Admission stage of the student journey, helping them navigate key processes from application through to enrolment. Working closely with colleagues across professional services and academic teams, you will play an important role in delivering a responsive, accurate and student‑focused service once students begin their courses.

The role will involve some peak‑period activity and may include supporting events such as Open Days, Clearing operations or enrolment activities.

• Supporting Admissions processes, including handling applications, responding to applicant enquiries and coordinating next steps
• Acting as a key point of contact for students and applicants, resolving queries at first point where possible and escalating complex issues appropriately
• Working confidently with our student records system (Unit-e) and digital tools to maintain accurate and timely records
• Collaborating with colleagues across Admissions, Registry, Student Services and academic areas to ensure a joined‑up student experience
• Contributing to the continuous improvement of processes, identifying opportunities to make the student journey clearer, quicker and more supportive
• Working flexibly across different stages of the student journey as priorities change, particularly during peak periods
• Supporting key activities and events such as Open Days, Confirmation & Clearing or enrolment activities where required

You’ll initially be based in the Admissions team supporting applications and associated procedures. However, this is a deliberately flexible role, designed to pivot across different stages of the student lifecycle as priorities evolve. You may find yourself supporting enrolment, transition, progression, or resolution of complex student queries over time where you’ll quickly become a skilled and knowledgeable member of the team.

• Providing excellent customer service to applicants and students
• Communicating clearly and confidently by email, phone and in person
• Working with systems, data and detailed processes
• Collaborating with colleagues across teams and services
• Working to your values: we care about how people behave as well as what they achieve

In this role, you’ll be based in the Admissions team, on our green campus in the north of Plymouth.

Our current hybrid working policy means you can work from home or on campus, but you will need to maintain strong campus links and be available on‑site when needed.

This role will require a minimum of three days on campus, typically Wednesday being an onsite day, to align with the…