| How to raise a case with us? |
via Salesforce/My Account - 4 main Student Admin teams based on function Course Support and Enquiries (queue called 'Course Support') coursesupport@lsbu.ac.uk Assessment and Awards (queue called 'Assessment and Awards') aateam@lsbu.ac.uk Student Engagement and Attendance (queue called 'Attendance') attendance@lsbu.ac.uk Exams Delivery (queue called 'Exams') exams@lsbu.ac.uk
Staff should refer enquiries to the relevant queue above - if unsure use 'Course Support' Students using My Account, queries from topics like 'my course and modules' will be routed towards these queues
Extenuating circumstances issues: via email extenuating-circumstances@lsbu.ac.uk and EC reviews: ecreviews@lsbu.ac.uk
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| Face to face enquiries and by phone? |
School Admin Offices are now CLOSED. Encourage students to raise issues by My Account where possible. If they need face to face help they should now be directed to Student Life Help desk in first instance who will triage to Admin teams as needed
By phone: Not at present |
| Live Chat? | Not at present |
| Enquiry Hours? |
Mon - Fri 0900 - 1700
|
| Escalation of urgent case/s |
Course Support and Enquiries - Shiblu Rahman Exams - Alison Hatt Assessments - Fatmatta Sawlani Awards - Kelly Joshua Student Engagement & Extenuating Circumstances - Eleanor Phang
Head of Service for Student Admin - Charlotte Ransom
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| Knowledge Champions (FAQs) |
Shiblu Rahman and Ilire Gashi - Course Support
|
| Supervisors responsible for teams |
Course Support and Enquiry - Ilire Gashi Exams - Helen Minja Assessments and Awards - Oceane Meftah (BUS, LSS, ACI); Ghislaine Kacou (BEA, ENG); Mel Lynch (N&M ACH, APS) Attendance and Engagement, Extenuating Circumstances - Joe Willis EC reviews - Eleanor Phang |
| Appointments offered? | Teams will reach out if needed to make appointment with student who needs this via MS Teams |
| Topics | Example |
| Student Engagement Team | Student Attendance and Engagement |
| Extenuating Circumstances | |
| Extenuating Circumstances reviews | |
| Course Support and Enquiries Team | General student course enquiries - first team to contact |
| PSRB confirmations and uploads (non-health) | |
| DBS and occupational health for non-health students | |
| My Account FAQs related to student admin | |
| Awards letters for students | |
| Assessments and Awards Team | |
| Marks Inputting (and all associated tasks) marksinsp@lsbu.ac.uk | |
| Academic misconduct notifications (academic misconduct itself sits with Student Affairs) | |
| S1 sign off and end of year single tier boards | |
| Awards and results publishing | |
|
NB - activities are split by College in 24/25:
|
|
| Exams Team | Exam prep |
| Exam enquiries | |
| Invigilators | |
| Exams base rooms | |
| DDS exams arrangements (exams@lsbu.ac.uk OR additional-needs@lsbu.ac.uk) | |
|
Additional info on student placements This area is now run by the Employability team via their Professional Practice team. See |
| What? | Supervisor/Contact | Contact Details | Escalation Contact | Head of Service |
|
Marks inputting and assoc tasks Academic misconduct notifications (academic misconduct still sits with Student Affairs) S1 sign off and end of year single tier boards Awards and Results Publishing Results Publishing |
Oceane Meftah - College of Society & Professions (BUS, LSS, ACI) Ghislaine Kacou - College of Technology & Environment (BEA, ENG) Mel Lynch - College of Health and Life Sciences (N&M ACH, APS) |
Assessment and Awards Queue. NB - Student enquiries should go first to Course Support queue with students choosing the 'my course and modules' options in My Account or if not possible to use Salesforce: |
Fatmatta Sawlani (Assessments Coordinator)
Kelly Joshua (Awards Coordinator) |
Charlotte Ransom |
| What? | Supervisor Contact | Contact Details | Escalation Contact | Head of Service | |||||
|
Ilire Gashi |
Course Support Queue for all student enquiries - they can go to 'my course and modules' in My Account to submit enquiries. or if not possible to log via SF then |
Shiblu Rahman (Course Support & Enquiries Coordinator) | Charlotte Ransom |
| What? | Supervisor Contact | Contact Details | Escalation Contact | Head of Service |
|
Exam Prep Exam Enquiries Invigilators Exams Base Rooms DDS Exam arrangements |
Helen Minja |
Exams Queue -students submit via 'certificates, exams,results topic) or if unable to log via Salesforce:
DDS Exam arrangements: exams@lsbu.ac.uk or additional-needs@lsbu.ac.uk |
Alison Hatt (Exams Coordinator) | Charlotte Ransom |
| What? | Supervisor Contact | Contact Details | Escalation Contact | Head of Service |
|
Attendance and Engagement Extenuating Circumstances
EC Reviews |
Joe Willis
Joe Willis
Eleanor Phang |
Attendance SF Case Queue or EC enquiries queue for EC matters - if not possible to log via SF then use emails below:
extenuating-circumstances@lsbu.ac.uk
|
Eleanor Phang (Student Engagement Coordinator) | Charlotte Ransom |