Jamila Pennycook

Provide strategic leadership for student partnership and engagement, ensuring the effective integration of student voice into institutional decision-making and enhancement activity.

• Lead the design and delivery of student partnership frameworks that embed student voice within governance, policy development and service improvement
• Advise senior stakeholders on student engagement, identifying risks, themes and opportunities to inform institutional priorities
• Analyse student insight (surveys, feedback, engagement data) and translate this into actionable recommendations that drive measurable improvement
• Develop and implement inclusive structures that enable diverse student participation in shaping their educational experience
• Strengthen the effectiveness of the course representative system, including recruitment, training and development
• Lead cross-college initiatives aligned to key academic cycle activities, including Welcome, survey campaigns and student voice priorities
• Act as a strategic link between students and the institution, ensuring communication is transparent, responsive and impactful
• Contribute to institution-wide projects that enhance student experience and support regulatory expectations around student engagement

Provide operational leadership for library services, ensuring high-quality service delivery, effective team management and safe, inclusive environments for students.

• Line manage and supervise staff, ensuring service continuity and adherence to operational and regulatory standards
• Act as escalation point for complex queries and incidents, making sound decisions in high-pressure environments
• Oversee service delivery across physical and digital environments, ensuring accessibility and user experience are maintained
• Lead on incident management and resolution, mitigating risk and ensuring appropriate escalation where required
• Support continuous service improvement through feedback, observation and operational insight

Lead on the management of complex, high-risk student casework within a regulated environment, ensuring outcomes are fair, consistent and aligned with institutional and external frameworks.

• Manage a high-volume caseload of complex complaints, appeals and ECs, including sensitive cases involving safeguarding, mental health and discrimination
• Make evidence-based decisions that balance fairness, regulatory compliance and institutional risk, aligned with sector guidance including OIA good practice
• Advise academic and professional stakeholders on policy interpretation, risk and procedural fairness, ensuring consistent and defensible decision-making
• Identify trends and systemic issues within casework, using insight to inform improvements to guidance, policy and practice
• Contribute to governance reporting, supporting institutional oversight of casework trends and outcomes
• Deliver training and briefings to staff, strengthening understanding and application of regulations and processes
• Support policy review and development within Quality Assurance, ensuring alignment with regulatory requirements and best practice
• Supervise and support temporary staff, ensuring effective operational delivery within a high-demand environment

• Delivered frontline library services, supporting users with complex enquiries and digital systems
• Supported accessibility and inclusive service provision for students with additional needs
• Acted as Supervisor when required, supporting team coordination and service delivery

• Provided governance support to school boards, ensuring compliance with statutory requirements
• Advised on procedural matters and maintained accurate records to support effective decision-making

• Supported delivery of disability services, managing complex student data and contributing to inclusive practice
• Coordinated administrative processes and supported service improvement initiatives

Held a series of progressively responsible roles within local government and housing services, managing complex complaints, casework and stakeholder engagement within high-demand, politically sensitive environments. Developed a strong foundation in investigation, risk management and service improvement, which underpins current practice in higher education casework and governance.

• Managed and investigated escalated complaints, including enquiries from Members of Parliament and Councillors, ensuring timely, accurate and defensible responses
• Led on the resolution of complex and non-routine cases, liaising with legal services, social care, enforcement teams and external agencies
• Contributed to service improvement by identifying recurring issues and supporting changes to policy, systems and operational practice
• Acted as a key point of contact for residents and stakeholders, balancing competing priorities and expectations in a high-pressure environment
• Supported operational delivery across housing services, including tenancy management, voids processes and customer service functions
• Ensured compliance with organisational policies and regulatory requirements, maintaining accurate records and audit trails

Delivered high-quality customer service within a fast-paced retail banking environment, progressing to take on additional responsibilities in team leadership and service improvement.

• Managed a high volume of customer interactions, resolving complex queries and complaints with a focus on accuracy, professionalism and customer satisfaction
• Acted as Counter Manager on weekends, overseeing frontline operations, supporting staff and ensuring service standards were maintained during peak periods
• Recognised as Customer Service Champion, leading on initiatives to improve customer experience and staff engagement, including coordinating branch-wide activities
• Consistently met and exceeded performance targets, demonstrating strong accountability and results-driven delivery
• Built early expertise in handling sensitive customer issues, balancing organisational requirements with individual needs