Student Support Officer

De Montfort University Dubai; Dubai; On-site; AED 12,000 - 18,000; Full time

Job summary

De Montfort University Dubai is seeking a compassionate and detail-oriented Student Support Officer to join the Student & Academic Services team. This role is vital in supporting student wellbeing by managing complaints, providing guidance, and maintaining records to enhance the student experience. The successful candidate will contribute to key events and policies, ensuring fairness and professionalism.

Qualifications

• Minimum 2–3 years of experience in a student support or academic services role.
• Experience managing sensitive student cases in an academic setting.
• Strong verbal and written communication skills.

Responsibilities

• Support management of student complaints and academic appeals.
• Act as clerk to relevant committees ensuring accurate documentation.
• Provide guidance to students regarding university policies.

Skills

Communication

Organisational skills

Interpersonal skills

Negotiation

Attention to detail

Education

Degree level education or equivalent professional experience

English and Maths at GCSE level (or equivalent)

Tools

Microsoft Office

Student records systems

Job description

De Montfort University Dubai is seeking a compassionate, detail-oriented, and proactive Student Support Officer to join the Student & Academic Services team. This critical role supports the Head of the Student Support Office in managing student complaints, discipline, and appeal cases in line with university regulations—ensuring fairness, professionalism, and student wellbeing.

The postholder will also be a key point of contact for students seeking support, handling queries with care, providing guidance on university policies, and maintaining accurate records. The role includes involvement in key events such as induction, enrolment, and graduation, and contributes to a high-quality student experience across the institution.

Key Responsibilities:

• Support the management of student complaints, disciplinary issues, and academic appeals in line with university procedures.
• Conduct investigations, liaise with relevant departments, and communicate outcomes with professionalism and clarity.
• Act as clerk to relevant committees (e.g., Complaints Committee, Disciplinary Appeals Committee), ensuring accurate documentation.
• Provide advice and guidance to students and staff regarding university policies and processes.
• Handle sensitive data and records with discretion, ensuring compliance with GDPR.
• Respond to student enquiries related to enrolment, official letters, visas, and academic documentation.
• Maintain a clean, welcoming, and supportive front-facing student services environment.
• Collaborate with colleagues to plan and support key student lifecycle events including induction and graduation.
• Provide data for internal reports, audits, and sector regulators including the Office of the Independent Adjudicator.
• Contribute to the review and development of student policies and best practices.
• Support training initiatives for academic and professional staff in complaints and appeals processes.
• Represent the Student Support Office in cross-departmental projects and events such as Open Days or graduation.
• Uphold and promote DMU values in every aspect of service delivery.

Candidate Requirements:

Qualifications:

• English and Maths at GCSE level (or equivalent) (Required)
• Educated to degree level or equivalent professional experience (Required)

Experience:

• Experience managing sensitive student cases and records in an academic setting (Required)
• Minimum 2–3 years of experience in a student support, academic services, or administrative role within a higher education environment.
• Experience handling complex enquiries and providing frontline support (Required)
• Experience managing casework for student appeals or complaints (Desirable)
• Experience developing or delivering training to colleagues (Desirable)

Skills & Attributes:

• Strong verbal and written communication skills, including report writing (Required)
• Excellent organisational and time management skills with the ability to meet tight deadlines (Required)
• Ability to interpret and apply policies and regulations in challenging situations (Required)
• Strong interpersonal and negotiation skills with the ability to influence and build trust (Required)
• Meticulous attention to detail and discretion when handling confidential matters (Required)
• Ability to manage multiple cases and projects concurrently (Required)
• Confident using Microsoft Office tools and student records systems (Required)
• A proactive, flexible, and customer-focused approach to service delivery (Required)
• Understanding of GDPR, Equality Act, and inclusive practice in student services (Required)
• Ability to work independently and as part of a team (Required)

Why Join DMU Dubai?

De Montfort University Dubai is the international branch campus of DMU Leicester, located in the heart of Dubai Internet City. As part of the Student & Academic Services team, you will play a key role in shaping a positive, supportive, and compliant student environment—helping students thrive both academically and personally. DMU Dubai offers a collaborative and inclusive workplace where your expertise contributes directly to student success.