Head of Student Services

Role: Head of Student Services

Reporting to: Head of Operations

Direct Reports: Student Success Tutors, Student Success Team Lead, Student Services Manager, Disability and Wellbeing Officer

Location: London College of Contemporary Music (LCCM) (The Music Box campus) - SE1

Role Summary

The Head of Student Services is the strategic and operational lead for all student-facing support services at LCCM. This senior role holds overall responsibility for student services, including student welfare, disability support, wellbeing, engagement, attendance, retention, and the wider student lifecycle.

The postholder will line manage the Student Services, Student Success team and Disability and Wellbeing provision.

They will work closely with academic leadership, quality teams, and senior management to ensure that student support services are fully embedded into institutional strategy, regulatory compliance, and student outcomes.

This role is central to meeting regulatory expectations (including OfS Condition B3), driving continuation and success, and ensuring that every student feels supported, included, and able to thrive.

Key responsibilities

Strategic Leadership of Student Services

• Provide institution-wide leadership for all student services, including wellbeing, disability support, safeguarding, engagement, attendance, and retention.

• Set and deliver a clear strategic vision for student support aligned to institutional priorities, regulatory requirements, and student outcomes.

• Act as the senior escalation point for complex, high-risk, or crisis student cases.

• Contribute to institutional strategy, Academic Board, and relevant committees as the lead for student services

Line Management & Service Leadership

• Line manages the Student Services, Student Success, and Disability and Wellbeing provision providing clear direction, performance oversight, and professional development.

• Lead on service planning, resourcing, workload management, and service development across all student services functions.

• Ensure that student services staff operate to consistent, high-quality standards.

Student Wellbeing, Disability & Safeguarding

• Hold overall institutional responsibility for student wellbeing, disability support, and safeguarding.

• Ensure that inclusive practice, reasonable adjustments, and access support are embedded across the student journey.

• Oversee relationships with external wellbeing, counselling, and specialist support services.

• Act as (or oversee) the institutional Designated Safeguarding Lead function.

Student Engagement, Attendance & Retention

• Lead on institutional approaches to student engagement, early intervention, attendance monitoring, and retention.

• Oversee student tracking systems, dashboards, and case management processes.

• Drive continuous improvement in continuation, progression, and student success outcomes.

• Embed proactive and preventative support models.

Student Lifecycle & Experience

• Provide strategic oversight of induction, enrolment, progression, assessment support, and graduation touchpoints.

• Ensure that the student voice is effectively captured through surveys, focus groups, and representation structures.

• Lead on student engagement strategy, belonging, and community development.

Data, Compliance & Reporting

• Oversee the collection, integrity, and use of student services data including attendance, engagement, wellbeing, and safeguarding.

• Ensure compliance with data protection, safeguarding, disability legislation, and regulatory expectations.

• Produce high-quality reports for senior leadership on student support performance, risk, and outcomes.

Cross-College Collaboration

• Work in close partnership with academic teams, quality, registry, admissions, and operations.

• Ensure that student services activity is fully aligned with teaching, assessment, and programme delivery.

• Represent LCCM in external forums related to student support where required.

Qualifications & Experience

Essential :

• An undergraduate degree of equivalent professional experience

• Significant experience leading and managing student support services within HE.

• Experience line managing managers.

• Experience of leading service improvement and organisational change.

• Strong track record in improving student outcomes, engagement, and retention.

Desirable :

• A PGCE or equivalent teaching qualification (or willingness to work towards one).

• A master’s degree in a relevant subject.

• Qualifications in safeguarding, mental health or a coaching qualification

• Experience within music, creative arts, or specialist providers.

• Experience of external partnership working for wellbeing and support services.

Knowledge & Skill

Essential :

• Proven senior leadership experience within student services or student support in higher education.

• Strong knowledge of wellbeing, disability support, safeguarding, and inclusion in HE.

• Excellent data literacy with the ability to analyse and interpret student engagement and retention data.

• Strong knowledge of student engagement, success, and retention strategies.

• Outstanding communication, influencing, and stakeholder management skills.

• Proven ability to manage complex student cases and crisis situations.

Desirable :

• Knowledge of creative arts or music education environments.

• Experience of regulatory compliance (OfS, QAA, B3 conditions).

About You

• Strong commitment to student success, inclusion, and wellbeing.

• High levels of professional integrity and discretion.

• Calm, decisive, and confident under pressure.

• Strategic thinker with strong operational delivery.

• Highly collaborative and values-led.

What we offer

• Competitive salary

• 25 days annual leave

• Pension 5% personal contribution & 3% Company contribution

• Season Ticket Loan (T&C's apply)

• Vision Express Eye Care Vouchers

• Training & Development opportunities (T&C's apply)

• Staff Discount Scheme – via My Rewards Hub, from various retailers – Fashion, Grocery, Health & Beauty, Travel, Automotive, Furniture, Dining, Sports and Leisure, Electronics etc

• Refer a friend scheme for staff members (T&Cs apply).

• Social events on campus and through GUS Social Committee "GOSH - GUS on Staff Happiness".

• Professional development opportunities, including training and career progression pathways.

• Employee wellbeing programmes and access to counselling services.

How to apply - application process

Please submit a CV and a supporting statement outlining how you meet the essential criteria and your approach to student success. Applications should be made via our online careers portal by the closing date. We are committed to recruiting a diverse workforce and welcome applications from all sections of the community.

We are committed to ensuring our workforce is reflective of our diverse student population, striving to increase the representation of age, disability, gender identity and expression, religion, race, sex, sexual orientation, and socio-economic background of our employees.

We’re also committed to providing adjustments to those who may require support with the recruitment process - please contact the LCCM Talent Acquisition Team [email protected]

Please note: For this opportunity, you must be able to prove you have the right to work in the UK - if in doubt please visit the following link Employers' right to work checklist - GOV.UK (). Please note we are not a licenced sponsor.