Introducing the Student Experience Team
16 April 2018
Launched in August 2017, the new Student Experience Team (SET) has been designed to ensure students, staff and visitors receive the best possible experience when accessing our services.
The team includes over 80% Leeds Beckett graduates who have first-hand experience of university life. Other members of the team come with a wealth of knowledge in both the private and HE sector. You can see the full team structure here.
Not only do the team act as the first point of contact for all of Student Services, when they are not working on the frontline, they work across the service, supporting specialist colleagues with projects, events and administration, and offer a range of appointments and drop-ins for students.
New for 2018:
SEMS Referrals - In March 2018, the University introduced a new referral button into the current Student Engagement and Monitoring System (SEMS). Using this button, colleagues within Schools who identify a student may benefit from support from Student Services can now make a quick and proactive referral. The SET are immediately notified of a new referral and will make contact with the student within 1-2 working days. Here the student is invited to talk over the phone, or meet in person with one of the Senior Student Experience Officers (SSEO’S) who will explore with the student any support that may be of benefit and ensure the student is able to access this. This new initiative aims to better support our academic colleagues, student progression and attainment.
Social Media: In March 2018 a new SET Twitter account @BeckettSET was launched. All content is created by the team and shares information on Student Services key messages, news and events. The team also look across relevant external accounts, and share appropriate content.
When to Refer Guide: Students will present with a broad range of questions and requests, to all areas of our university, and at times you might wonder who to contact for relevant support. The When To Refer guide produced by Student Services in collaboration with colleagues across the university is designed to help make that process easier. If you would like a copy of the guide, please contact email@example.com.
Tell Us What You Think (TUWYT): In 2017, the University’s formal feedback mechanism ‘What’s Your View’ was relaunched as TUWYT. The SET now manage all feedback received, ensuring it is responded to in a timely and proactive away. In addition, the SET are responsible for managing key student surveys, such as the Student Barometer and NSS and also support all other Student Services events.
Zero Tolerance: Senior Student Experience Officers have received training to support the work of the Zero Tolerance Network, working alongside members of the Student Wellbeing team and specialist support agencies. They can offer one-to-one appointments to students who disclose an experience of sexual violence to the University, helping them understand their options and access appropriate support.
The team aims to continuously improve and enhance partnerships with Schools and other Professional Services, ensuring the future needs and expectations of our customers are met.
You can visit them in person in either of our Student Hubs at City or Headingley, or the Gateway in Leslie Silver Building, alternatively, you can contact them via email or telephone.
Opening Hours (Term time)
Mon-Thurs 08.30-18.00 Friday 08.30-17.00
Opening Hours (Non Term time)
Tel: 0113 812 3000
Kathryn Hassell - Student Experience Manager
Georgia Hudson – Student Experience Coordinator