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# Student Support and Experience Manager

- **Company:** Raindance Film School
- **Location:** London, UK
- **Salary:** £50,000.0 - £60,000.0
- **Contract:** Permanent contract
- **Skills:** Databases, Microsoft Office
- **Published:** September 29, 2026
- **Apply:** https://www.indeed.com/viewjob?jk=a24e0f6ac217be59

## About the Role

* Experience in student support, student services, student experience, pastoral support or a related higher education environment.
 * Experience of managing or supervising staff.
 * Strong understanding of the challenges faced by students and the support available to them.
 * Excellent communication, interpersonal and relationship-building skills.
 * Experience of handling sensitive student issues, concerns and complaints professionally.
 * Strong organisational and problem-solving skills.
 * Ability to analyse student feedback and performance data and use findings to improve services.
 * Ability to work effectively with academic and professional services teams.
 * Strong IT and administrative skills, including experience with databases, CRM systems and Microsoft Office.
 * Understanding of confidentiality, data protection and appropriate information-sharing practices.

Desirable:

 * Experience within a private higher education provider or further education environment.
 * Relevant degree or professional qualification.
 * Experience of student engagement, retention and progression initiatives.
 * Knowledge of UK higher education regulatory and quality requirements.
 * Experience of developing student support policies, procedures or service improvement initiatives.

## Description

The Manager, Student Support and Experience is responsible for leading and coordinating student support services to ensure students receive a positive, inclusive and consistent experience throughout their student journey. The role will oversee student engagement, wellbeing, support services and feedback, while working closely with academic and professional services teams to identify and resolve issues affecting the student experience., * Lead and manage the Student Support and Experience function, ensuring an effective and responsive service for all students.

 * Develop and maintain processes that support students from enrolment through to completion.
 * Act as a key point of contact for student support, guidance, concerns and escalations.
 * Monitor student engagement, attendance, retention and progression and identify students who may require additional support.
 * Coordinate appropriate support and referrals for students experiencing academic, personal, financial or wellbeing-related difficulties.
 * Work closely with academic teams, Admissions, Careers, Safeguarding and other departments to provide coordinated student support.
 * Manage and respond to student concerns, complaints and feedback in line with organisational policies and procedures.
 * Develop initiatives to improve student engagement, belonging and overall student experience.
 * Collect, analyse and report on student feedback, satisfaction and engagement data, identifying areas for improvement.
 * Coordinate student surveys and ensure findings are appropriately reviewed and acted upon.
 * Support the planning and delivery of student induction, welcome activities, engagement events and other student-focused initiatives.
 * Promote equality, diversity, inclusion and a positive student culture across the organisation.
 * Ensure student support information, guidance and resources are accurate, accessible and regularly updated.
 * Maintain appropriate records of student support activity while ensuring confidentiality and compliance with data protection requirements.
 * Monitor service performance against agreed targets and prepare regular reports for senior management.
 * Identify opportunities to improve student support processes, systems and communication.
 * Develop and maintain effective relationships with student representatives and relevant external support organisations.
 * Support the implementation and review of policies relating to student support, wellbeing, complaints, safeguarding and student experience.
 * Manage, support and develop members of the Student Support team, including setting objectives and monitoring performance.
 * Ensure the team provides a professional, timely and student-focused service.
 * Undertake any other duties reasonably required in support of the organisation's student experience objectives.