Student Support Officer (Onsite)

About the role

The Student Support Officer is the first point of contact for students seeking information, guidance and support, ensuring accurate advice on campus services and a welcoming, inclusive environment. The role is onsite at the Tower Hill and/or Aldgate location, full time (40 hours, 5 days a week), with weekend work possibly included. It is a fixed-term contract covering maternity leave until May 2027.

Key responsibilities

• Give front-line advice on academic procedures, timetables, assessments and university policies, and help students navigate campus services
• Signpost students to specialist support teams and respond to queries by email, phone and in person at the Student Hub
• Maintain accurate records of enquiries and student data in line with data protection and confidentiality standards
• Support student engagement initiatives and contribute to reporting and feedback
• Work with academic departments, student services and administration teams, and take part in training and events such as enrolment, registration and open days

Required profile

• Experience of working with students as partners, with external stakeholders, and in student experience, student services or campus operations within HE or FE
• Strong understanding of student representation structures and feedback mechanisms
• Knowledge of safeguarding, Prevent and data protection regulations
• Ability to work independently and in a team, with excellent customer service and empathy
• Right to work in the UK (the employer is not a licensed sponsor)

Required skills

• Excellent oral and written communication and organisation
• High levels of IT literacy and competency with student management systems
• Ability to analyse qualitative and quantitative data and present it appropriately

What we offer

• Competitive salary and 20 days annual leave
• Pension with 5% personal and 3% company contribution
• Season ticket loan, eye care vouchers and training and development opportunities
• Staff discount scheme, social events and employee wellbeing programmes including counselling access