16 Permanent, Customer Services jobs in Arbroath, Angus

Abertay Online Co-ordinator

Grade 6 (£31,387 - £36,924 increasing to £31,637 - £37,174 from March 2025)

Full time, Permanent

The role will proactively deliver student and administrative support to develop, deliver and enhance the Abertay Online offer. The post holder will work alongside and with existing professional services and Faculty staff to deliver a student-focused, professional service that enables student attainment. A key task will be to build effective working relationships with Higher Education Partner (HEP) staff who recruit and monitor student engagement. The role will report to Head of Abertay Online and will ensure the quality of the student and staff experience continues to improve.

Role Specific Duties and Responsibilities:

• Build effective working relationships with Higher Education Partner (HEP) staff who recruit and monitor student engagement.

• Provide the first point of contact for student escalation issues internally and from HEP, and work with colleagues across the university and HEP to resolve student issues in line with Abertay regulations and policies, ensuring that students are supported whilst working to resolve the root of the issue where possible to stop recurrence.

• Provide first point of contact for faculty staff to coordinate and schedule new programme and module development activity in accordance with specific timelines.

• Actively and positively participate in improvement activities and projects and contribute to continuous improvements of process and procedures to look for opportunities to streamline activities.

• Support in drafting and updating process documents and operations manuals under the guidance of the Head of Abertay Online Programmes, including pro-actively identify common issues and develop guidance on how to resolve these for HEP and Abertay staff.

• Work with Head of Abertay Online to build an established network across the University and HEP to help ensure implications for others have been considered within process developments and that Abertay Online priorities are effectively communicated and understood.

• Conduct regular reviews and audits of Abertay Online data, collaborating with internal stakeholders (Student Academic Services (SAcS) and Planning) where appropriate to improve datasets for performance reporting, ensuring accuracy of data.

• Serve as an internal expert and guide for others on Abertay Online processes and procedures.

• Support, and in some instances lead, the day-to-day relationship with Higher Ed Partners (HEP).

• Deputise for the Head of Abertay Online Programmes as appropriate.

• Perform other duties as may on occasion be require by the AbLE Academy

If you believe you have the skills and experience for this exciting and challenging role, please submit your application through our online recruitment system.

Please note that we will only accept applications through our online recruitment system.

Committed to Equal Opportunities

Abertay University is a Scottish Registered Charity,

No: SC016040