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47. Avengers Assemble!: Working together and valuing professional services staff expertise in programme design

  • Zak Liddell (author)
  • Leigh Kilpert (author)
Chapter of: Stories of Hope: Reimagining Education(pp. 565–578)

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Metadata
Title47. Avengers Assemble!
SubtitleWorking together and valuing professional services staff expertise in programme design
ContributorZak Liddell (author)
Leigh Kilpert (author)
DOIhttps://doi.org/10.11647/obp.0462.47
Landing pagehttps://www.openbookpublishers.com/books/10.11647/obp.0462/chapters/10.11647/obp.0462.47
Licensehttps://creativecommons.org/licenses/by-nc/4.0/
CopyrightZak Liddell; Leigh Kilper;
PublisherOpen Book Publishers
Published on2025-07-02
Long abstractThis chapter examines the traditional divide between academic and professional services (PS) staff in universities, where academics are positioned as subject experts and PS staff are often viewed as mere operators. It argues that greater collaboration between these groups can address shared challenges in programme design and enhance student outcomes. Drawing on research that highlights the positive impact of PS staff involvement, the chapter proposes the “Programme Heroes Model”—a transformative approach that fosters collaboration, values diverse expertise, and reimagines programme design as a collective, inclusive process.
Page rangepp. 565–578
Print length14 pages
LanguageEnglish (Original)
Contributors

Zak Liddell

(author)
Director of Education Services at University College London

Zak Liddell is Director of Education Services at University College London, overseeing Academic Policy, Quality and Standards, Casework, Compliance, Induction, and Student Success. Belonging to that club of ex-Sabb Professional Service Leaders found so often in UK Higher Education, he spent a decade in a variety of “third space” roles related to student experience, support, engagement, and education in local Departments and Faculties, before joining Education Services in the central Registry team. Throughout his career, his approach has been characterised by the principles of championing student voice, working in partnership with academics, advocating for professional services, and pragmatism.

Leigh Kilpert

(author)
Head of Education and Student Experience, in the Faculty of Population Health Sciences at University College London

Leigh Kilpert is Head of Education and Student Experience, in the Faculty of Population Health Sciences, at University College London. She has worked in Higher Education for more than twenty years and across a variety of functions—as lecturer, education developer, administrator, and manager. Her work focuses on implementing simpler and more efficient processes, managing change, developing strategic objectives, and refining policy. She is passionate about creating development opportunities for staff and ensuring the wellbeing of students in Higher Education. She is a strong advocate for the recognition of the value of professional service staff working in Higher Education, especially those in “third spaces”.

References
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