Giving You a Helping Hand - Our Student Success Team

If you’ve never studied online before, deciding to study a course this way might feel like a big step into the unknown.

Here at Northumbria University, we do things a little bit differently. Our Student Success team are there to ensure that those students learning online are given personalised support, every step of the way.

We caught up with Natasha Twigg, Student Success Manager, to learn more about her team and how they help distance learning students on their journey – from the moment they enrol, all the way through to their graduation.

Can you tell me a little bit more about your role?

As Student Success Manager, I lead the Student Success Team who are your first point of contact throughout your time at Northumbria, if you decide to join us. When you enrol onto your first module, you’ll get access to the wide range of support offered by our Student Success Advisors, who will advise you on beginning your studies, progressing through your course, and any questions or queries you have during your time with Northumbria University. We feel no greater pride than when we see our students enjoying their studies and moving towards the ultimate goal of graduation!

We want you to feel connected and supported every step of the way, so we’re at the end of the phone from 8am until 5pm, Monday to Friday, and aim to respond to email enquiries within 24 hours.

What are the main responsibilities of the Student Success team?

It’s our job to make sure you have the best student experience possible. The Student Success Team will ensure you’re always prepared for the next stage of your journey. They’ll make sure you are enrolled on the right modules, that you’re on track with your assessments and you don’t miss any key dates, such as payment deadlines. We’ll also check in with you regularly, at a time of day that suits you best, to make sure you feel on top of your workload and to discuss any additional support that you may need.

Your Student Success Advisor will also be able to connect you with other useful University services which you might need to access while you’re with us. This may be Student Support and Wellbeing, Disability Services or Careers and Employment.

Plus, if you need to take a break during your studies, whether it’s because of work or personal commitments, we’ll be there with a supportive ear and can offer you advice about your next steps.

Why is your role important?

Studying as a distance learner has many benefits, and we feel it's important for students to have somewhere to turn when they have a question or experience challenges during their studies.

We believe all of our students should have a point of contact that they know they can reach out to if they ever need help or someone to talk to ‒ someone they have a real, personal rapport with. Distance learning should never feel overwhelming or lonely. Our team is dedicated to helping you feel reassured and listened to from the very beginning. We like to think we play a part in helping our students reach their full potential.

What's the most rewarding thing about working for Northumbria?

The enthusiasm of our academics and teaching staff is unrivalled. They have a real passion for making sure all of our distance learning students get a learning experience which is as fulfilling and enjoyable as that on campus.

If you had to give a student who was about to embark on a distance learning programme one piece of advice, what would it be?

My advice would be to make use of all of the University’s services available to you while studying, including support from the Student Success Team. A lot of students who undertake distance learning programmes don't realise they have access to a wide range of expert services, and can miss out on vital support that is there to give them the best experience possible.

I would also really encourage anyone who doesn't live too far away, or who has the opportunity to visit the UK and Newcastle, to organise a trip to our campus; you can get a real feel for life at Northumbria.