Contact and Engagement Service Team Leader

Nottingham Trent University

The Centre for Student and Community Engagement works across key points of students’ higher education experience from outreach to graduation. The post is located in the Student Engagement & Analytics Team, a team dedicated to supporting current students to overcome barriers to completing their courses. The team runs the NTU Student Dashboard, an award-winning learning analytics platform designed to help students and the staff who support them. This three year post plays a vital role in the University’s mission to improve social mobility. Using data from the Dashboard the team leader will direct a team of 6 term time callers to contact students identified as being at risk of early departure. The callers will offer coaching support and refer students to colleagues such as Student Support Services or personal tutors as required. Early analysis of a proof of concept pilot shows that the calls had a positive impact on students at risk and we wish to fully develop this process. 

The team leader has two essential roles:

1. Supporting the day-to-day to service, all aspects of ensuring alerts work properly and all aspects of leading the callers: recruitment, direction, professional development etc

2. Developing the service: at present we use Excel to manage the case load. Whilst this works, it is inefficient and the whole system needs integrating into a properly integrated system using CRM software. 

We therefore require the team leader to be good at leading a team, but also have sufficient understanding of organisational processes and change to be able to research and implement new operational systems. Working across both day-to-day operations and strategic change is an excellent development opportunity. 

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