Job Listing

Quality Officer

Location : guildford Employment type : FULL_TIME Expires : 2021-07-23 Salary range: £25,000 - £32,000

ACM is a specialist music education provider with approximately 2,200 students on a range of FE and HE programmes in Music Performance, Creative Artist, Production, Technical Services, Business, Rap/MC and Games. Our creative and dynamic environment blends academic excellence and professionalism alongside leading-edge industry thinking and business innovation.


 ACM’s Vision

ACM will nurture potential and talent, supporting the personalised development needs of our students to facilitate a structured path from education to employment. We provide a safe and supported space where creative talent and imagination can flourish in a caring environment. Barriers to learning are identified through a holistic and person-centred approach to unlock the potential of the individual, enabling personal growth through professional and academic development. Our core aim is for our students to enjoy lifelong sustainable careers underpinned by applied learning and a specialist, cutting-edge curriculum. Therefore, our vision is to not only be the leader in applied, industry-connected, creative arts education but to also be the leader in care and support for mental health and other traditional barriers to learning, thereby driving up the standards expected within higher and further education.

ACM’s Mission:

To provide an immersive student experience, with a curriculum which is connected to the industry in real-time, based on a learning by doing ethos. Our core aim is to build confidence and self-awareness, providing students with the skills necessary to recognise and take opportunities. Ultimately our mission is to enable students to fulfil their potential and enjoy a sustainable career within the creative arts industry.


The Registry and Quality Officer’s primary duties will be carried out in collaboration with the other staff within the Registry department, and the Education Department in ACM’s approach to the management and coordination of student records, quality assurance and governance.


● Provide project administration support in education governance and quality processes including, but not limited to: o Annual curriculum review; o Annual policy review;

● Ensure all education operations meetings are held and minuted appropriately, and to act as the connection point between these meetings and the governance committees

● Manage the master actions tracker, including requesting updates from responsible parties, and logging outcomes;

● Act as Clerk to the Complaints, Appeals and Academic Misconduct Panel, including writing and issuing outcome letters;

● Maintenance of the central repository of reports, minutes, policies, procedure documents, appeals and complaints tracker, disciplinary tracker;

● Working with the Programme Officer on Assessment and Progression Board preparation, including data error checking and making recommendations in line with policy and regulations;

● Responding to student queries on the Registry central helpdesk, including employment references, formal appeals, formal complaints, general enrolment and progression queries;

● Working with the Data Officer and Database Administrator to reconcile student records across systems;

● Distributing Extenuating Circumstances request outcomes;

● Provide Quality Assurance oversight to the Reasonable Adjustments processes;

● Provide Quality Assurance oversight to the Fitness to Study Process, including all communications.


Key Performance Indicators:


● Effectiveness of planning and proactivity in annual schedule of activities;

● Efficiently handling activities and effectively prioritising.

Knowledge of work:

● Demonstrates understanding of the role responsibilities and all phases of activity;

● Demonstrates understanding of ACM’s policies and procedures.


● Provides relevant and timely information to line manager and operational meetings via well structured reports;

● Demonstrates effective communication of information to coworkers and other operational/ procedural stakeholders in a timely and clear manner.


● Demonstrates cooperative spirit;

● Involves all relevant stakeholders in tasks and activities;

● Does not contain work and responsibilities to a silo.

Decision making/ problem solving:

● Makes timely and practical decisions;

● Demonstrates effective understanding of problems when they arise and takes appropriate action in a timely manner.

Customer responsiveness:

● Resolves student issues and queries within ACM’s Service Level Agreement;

● Communicates effectively with students to manage dissatisfaction or anxiety, working to enhance the student experience;

● Communicates effectively to students to help them understand information relevant to their programme and registration, as well as ACM’s quality assurance processes and policies.


● Maintains good punctuality;

● Maintains good personal attendance record;

● Complies with instructions and effectively meets deadlines;

● Effectively prioritises responsibilities and deadlines.




● First degree or equivalent;

● Experienced administrator;

● Experience of committee servicing/ minute taking;

● Experience of educational working practices;

● Experience of problem solving;

● Experience of dealing with sensitive casework;

● Awareness of data protection, freedom of information and consumer rights legislation;

● Excellent interpersonal skills and the ability to develop effective working relationships at all levels across the organisation;

● Excellent written and oral communication skills including report writing;

● Proven organisational and planning skills;

● Ability to work as part of a team;

● Proactive and flexible attitude to work;

● Proven ability of working well under pressure, to deadlines and with minimal supervision;

● Good IT skills using MS packages, Google Suite and databases, with particular skills in Excel;

● Good time management skills, with the ability to manage simultaneous projects to deadlines;

● Methodical and accurate approach – meticulous attention to detail;


● Knowledge of Higher Education systems, process and procedures in the UK;

● Experience of analysing and reflecting on data and process and proposing change and solutions;

● Experience of customer service;

● Working knowledge and understanding of the QAA Good Practice framework;

● Working knowledge and understanding of the OIA Good Practice framework;

● Experience of developing and reviewing policies.

Special Requirements

● Willingness to work flexible hours as required during peak work times;

● Willingness to travel between campuses as required.


All ACM staff work to the same values which are:


To empower individuals from diverse backgrounds, to maintain accessibility, and provide an inclusive organisational culture.

Supportive environments

To provide environments that support personal and professional development through a holistic approach and bring the benefits of the creative arts to the wider community.

Agility and innovation

To provide an inspiring organisational culture that embraces innovation through openness, flexibility, creativity and self-evaluation.


To recognise the benefits of working closely with industry and others, to embrace new technologies, and to provide meaningful opportunities, in order to enhance learning.

Professional and academically strong standards

To provide state of the art professional environments, to inspire determination and enthusiasm, and ensure high professional and academic standards


Please be aware all ACM staff must undergo a Disclosure and Barring Service Check prior to tarting. This will need to be renewed once every three years.


This job purpose reflects the core activities of the post. As the Department and the post-holder develop, there will inevitably be some changes to the duties for which the post is responsible, and possibly to the emphasis of the post itself. ACM expects that the post-holder will recognise this and will adopt a flexible approach to work.  This could include undertaking relevant training where necessary.  Should significant changes to the job purpose become necessary, the post-holder will be consulted and the changes reflected in a revised job purpose.


ACM reserve the right to close job adverts earlier than the advertised end date where required based on volume of applications.

Apply for this job

To apply for one of our vacancies please download and complete an application form. Please note CVs cannot be submitted without a completed form.

Application Form

Application forms should be returned by the advertised closing date to or by post:

HR and Recruitment Team
The Academy of Contemporary Music
The Rodboro Buildings, Bridge Street, Guildford, Surrey, GU1 4SB

Please note some positions may be subject to a Disclosure and Barring Service check.

Each job advertisement will detail the closing date for applications. We regret that we are not able to accept applications received after this date. Once shortlisting has taken place, successful candidates will be contacted by the HR and Recruitment Team and invited to attend an interview.

Due to the volume of applications we receive for our vacancies, it is not possible to keep in touch with every applicant. Therefore we would ask you to assume that if you have not heard from us within 4 weeks of the advertised closing date, your application has not been successful on this occasion.