Olivia Foster

Experience

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  University of Birmingham

  May 2009 - Jun 2012

  • Provided clear information on complex regulations and administrative processes to staff, students, and visitors.• Managed enquiries received in person, by email, online systems, post, and telephone.• Resolved the majority of queries at first point of contact and liaised with other departments for complex issues.• Produced student letters, reference confirmations, and academic transcripts.• Processed high volumes of data using student records systems.• Acted as Senior Registration Assistant during Welcome Week, including supervising a team. Show less

  • International Student Project Coordinator, International Student Advisory Service

    Jul 2011 - Jun 2012

  • Enquiries Assistant, Academic and Student Administration Services

    May 2009 - Jun 2011
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  University of Birmingham Guild of Students

  Jul 2012 - Aug 2020

  • Led the 'Jobs, Skills and Volunteering' service supporting over 8,000 students and 300 employers annually.• Managed a diverse team, including workload planning, training, one-to-ones, team meetings, performance reviews, and setting SMART objectives aligned with organisational KPIs.• Developed and led the strategies for volunteering and employability within the organisation.• Evaluated and developed services and systems to measure impact, target underrepresented groups, and enhance satisfaction for students and stakeholders.• Developed and monitored annual and termly departmental operational plans.• Implemented and embedded a departmental Customer Care Charter, achieving high student/customer satisfaction.• Interpreted quality assurance frameworks, wrote submissions, and completed data returns for measures and awards.• Maintained and developed complex administration systems, including digitalisation to reduce operational risk, improve efficiency, and increase customer satisfaction.• Managed the departmental budget, raised income, and reallocated resources when needed.• Ensured compliance with health and safety legislation and GDPR requirements, conducting risk assessments for activities and projects.• Acted as Designated Safeguarding Lead, handling safeguarding concerns, providing staff support, and liaising with external agencies.• Managed contracts and agreements with service and funding providers.• Built and maintained strong relationships with internal and external stakeholders.• Conducted regular research and data analysis to benchmark and improve the student experience.• Delivered large-scale events, including commercial fairs and award ceremonies.• Managed multiple projects and responsibilities in a deadline-intensive environment. Show less • Led the 'Job Zone' service supporting over 1,800 students and 200 employers annually.• Initiated and drove a rebrand of the service, implementing improved processes and systems.• Managed the overall student employability service.• Supervised a team of four administrative staff and 20 casual event staff.• Oversaw the recruitment and selection of staff.• Managed the transition of client and vacancy management IT systems to enhance student usability and streamline administration.• Monitored service performance, conducted audits, and wrote reports for the Senior Management Team.• Prepared and managed the departmental budget.• Summarised meeting papers, researched topics, and prepared briefings.• Developed and maintained strong working relationships with university colleagues and external stakeholders. Show less • Responsible for the day-to-day running of the customer-facing 'Job Zone' service and for supervising a team of three administrative staff.• Administered advertising vacancies online.• Ensured vacancies adhered to relevant legislation and regulations.• Provided one-to-one advice and guidance sessions to students, as well as regular workshops.• Developed and promoted student employability resources.• Built professional working relationships with over 200 employers.• Marketed the service to students and employers to generate an income.• Organised and ran student employment events and awards, such as Job Fairs.• Facilitated working groups to encourage collaborative working across the organisation. Show less

  • Volunteering and Employability Manager (Head of Dept.), Student Support and Development

    Jan 2015 - Aug 2020

  • Student Employability Operations Manager (Head of Dept.), Student Support and Development

    Mar 2013 - Dec 2014

  • Student Employability Coordinator (Team Leader), Student Support and Development

    Jul 2012 - Mar 2013
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  National Association of Student Employment Services (NASES)

  Jun 2013 - May 2015

  Executive Committee Board Member

  The National Association of Student Employment Services (NASES) was a representative body for university and student employment professionals, focused on supporting sector development by promoting best practice, fostering collaboration, and representing its members nationally. It provided training, developed policies, and interpreted regulations to help improve student employment services. The organisation is now defunct.• Interpreted regulatory policies and trends.• Prepared briefings and updates on policy and regulations for members.• Delivered training in partnership with the UK Council for International Student Affairs (UKCISA) to careers service practitioners and prepared training for NUS and NASES conferences.• Contributed to board policies, standards, and ensured good governance practices.• Assisted in the creation of the organisation's strategic objectives, overseeing projects and initiatives. Show less

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  BCUIC (Birmingham City University International College)

  Jan 2021 - Feb 2022

  College Services Officer, Academic and Student Support (Navitas)

  • Delivered front-line communication and customer service for academic staff, students, agents, and prospective students.• Administered key aspects of the student life cycle, including enrolment, student records, grade recording, and academic intervention programmes.• Developed and maintained content on Moodle.• Provided tailored academic and pastoral support for students.• Recruited and supported Student Reps to ensure student views were represented within the College.• Monitored attendance and subsequent interventions to ensure compliance with UKVI regulations for international students.• Enhanced student attainment, retention, and progression to university through foundation or pre-master’s pathway courses. Show less

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  Aston University

  Mar 2022 - now

  Service Delivery Manager (Degree Apprenticeships), Business Engagement

  • Acting as the central point of contact for employers sponsoring degree apprentices, maintaining open communication between employers and the University.• Delivering excellent service in line with key performance indicators, including regular meetings and reviews with employers.• Interpreting apprenticeship funding rules and providing guidance to employers while supporting internal stakeholders.• Overseeing service delivery to apprentices, employers, partner organisations, and colleges, ensuring high levels of customer service. Show less