SLC Customer panel – In Study

SLC is a non-profit making government-owned organisation that administers loans and grants to students in colleges and universities in the UK. In total, SLC has 8.3 million customers and manages a loan book worth £201.6bn. The four UK Government Administrations are our shareholders.

SLC plays a vital role in supporting higher education (HE) and further education (FE) sectors. It does this by making timely and accurate payments of Maintenance Loans to learners and Tuition Fee Loans to HE and FE providers.

Our mission is to enable people to invest in their futures through further and higher education by providing trusted, transparent, flexible and accessible student finance services.

Our vision is to deliver an outstanding customer experience, helping customers to invest in their futures by providing an intuitive, supported and trusted service at every stage of every customer’s Student Finance journey. From a customer’s initial awareness of Student Finance through funding study and repaying a loan, SLC want all customer touchpoints to amount to an outstanding experience.

As part of our commitment to delivering an outstanding customer experience, we are recruiting a new Student Finance Customer Panel, so we can engage with a broad and diverse range of future, current and former higher and further education students that represent the wider population SLC serves.

SLC already works with customers to research user needs and to test the best ways of meeting these needs. This important work will continue alongside the Student Finance Customer Panel who will focus exclusively on SLCs work to deliver an outstanding customer experience.

As part of a 16 strong Panel, you will help us deliver an outstanding customer experience at every stage of the student finance journey.

You will contribute to our understanding of the needs and experiences of customers and how our service can be continuously improved. The panel will approach this task in different ways including, but not limited to:

• Focus groups to share their opinions and experience on a range of topics and issues.
• Workshops to explore and discuss a topic or issue in depth through a structured
• Challenge panels to provide constructive
• Reviews of SLC’s customer experience
• Co-design sessions to generate new ideas to improve the customer experience.
• Help SLC react to real life events that could impact the customers experience by providing insight and feedback.
• Provide real time feedback and your experiences when dealing with SLC using a range of channels that will be made available.
• The role is challenging and rewarding and offers you the opportunity to play an important part in shaping the customer experience we provide.

­­This role is for people who are currently in receipt of student finance and studying at a UK university.  

• A willingness to share first-hand experiences of the Student Finance journey and to convey the experience of others.
• Good interpersonal and communication
• Provides sound arguments to support ideas, actions and
• The ability to constructively present opinions and adapt your own ideas effectively after listening to other points of view to gain
• The ability to represent and be respectful of the diversity of customer perspectives to help shape and challenge our work.
• Help set the customer experience priorities for SLC by bringing a customer’s perspective to our
• Support and challenge SLC by participating in discussions and workshops that explore customer experience issues and shape improvements to the customer

Induction training and support will be provided from the outset to give you the background information and skills needed to be an effective panel member. You will develop your level of skills on an on-going basis, however, a basic skill level in communication, influencing, planning and organising will be helpful to support your application.

Declaration of Interest

It is our requirement that all applicants for our Student Finance Customer Panel should not be employed by SLC and all successful candidates must declare relevant connections to anyone who works for us or serves on any of our Boards or sub committees. This helps us meet our regulatory obligations and avoid any potential conflicts of interest.

To register your interest to join the Customer Panel please complete the application form (maximum 250 words for each question).

You will also be assessed on the following behaviours 

1. Communicating and Influencing
2. Working Together

Please note, if there are a large number of applications received for these roles, we may do an initial sift of the competency question ‘Communicating and Influencing’. Candidates who pass this stage, will then be assessed on their application form.

 Application forms should be sent to ask_recruitment@slc.co.uk. If you require the application form in an alternative format, please contact ask_recruitment@slc.co.uk.

We’ll assess you against these behaviours during the selection process:

• Communicating and Influencing
• Working Together

Job contact :

• Name : ask_recruitment@slc.co.uk
• Email : ask_recruitment@slc.co.uk

Recruitment team

• Email : ask_recruitment@slc.co.uk