Student Support Services Officer

Multi-Health Systems Ltd.; Ottawa; On-site; CAD 55,000 - 65,000; Full time

Benefits offered by this job

Health & Dental benefits

EFAP & virtual healthcare

Life, AD&D, LTD insurance

Paid time off (3 weeks)

GoodLife Fitness membership

Employee appreciation events

Job summary

IBU, located in Ottawa, seeks a Student Support Services Officer to serve as the primary contact for students, guiding them through their academic journey and fostering engagement. This full-time, on-site role reports to the Sr.

Manager, Student Success and supports the Registrar's Office. The position requires a Bachelor's degree and at least two years in student services or a customer-focused environment, with strong communication, organizational, and problem-solving skills.

Qualifications

• Bachelor's degree in a related field.
• Minimum two years of recent and relevant experience in student services, higher education, or a customer-focused support environment.
• Experience being on-call, responding under pressure and competent in managing urgent situations following agreed procedures.
• Excellent verbal and written communication skills, including the ability to handle sensitive information in a confidential manner.
• Excellent organizational and time management skills to manage workload, conflicting priorities, handle multiple tasks, and complete assignments with high accuracy and attention to detail.
• Demonstrated customer service skills with an ability to diffuse escalated situations in a student-focused environment.
• A positive, enthusiastic can-do attitude and a genuine interest in working with students.
• Able to collaborate and communicate effectively with students and colleagues at all levels, building rapport and establishing productive working relationships.
• Proficient in software applications (Microsoft Office Suite, database, spreadsheets and word processing).

Responsibilities

• Serve as the first point of contact for students, providing guidance, support, and referrals as needed.
• Deliver student support services through one-on-one advising, group sessions, webinars, and timely responses to student inquiries.
• Plan, coordinate, and promote student engagement initiatives, including social, cultural, recreational, volunteer, and community-building programs.
• Build supportive relationships with students to foster well-being, resilience, academic success, and career readiness.
• Support the Student Council and student clubs, and assist with the development and execution of the annual Student Life calendar and student communications.
• Respond to and help resolve escalated student concerns while contributing to continuous improvement initiatives and student satisfaction efforts.
• Participate in surveys, data collection, and assessment activities to support student success and service excellence.
• Perform other related duties and special projects in support of Student Support Services.

Skills

Customer service

Communication skills

Problem-solving

Organizational skills

Team collaboration

MS Office

Education

Bachelor's degree in related field

Tools

Microsoft Office Suite

Database

Spreadsheets

Word processing

Job description

Join one of Canada’s fastest-growing universities as our Student Support Services Officer at the Ottawa campus, where you will play a key role in fostering student success, enhancing the student experience, and providing responsive support throughout every stage of the student journey.

About the Role

As the Student Support Services Officer, you will serve as a primary point of contact for students, providing guidance to help them navigate their academic journey. You will contribute to student engagement initiatives, foster a strong sense of community, and support programs that promote student success, resilience, andwell-being.

Success in this role requires exceptional customer service, strong communication and problem-solving skills, and the ability to build meaningful relationships with students while effectively managing a wide range of inquiries and support needs in a fast-paced environment.

Title: Student Support Services Officer
Type: Full-Time, Permanent
Department: Registrar's Office
Reporting to: Sr. Manager, Student Success
Location: Ottawa, Ontario (On-site)
Existing Vacancy: Yes
Compensation Range: $55,000 - $65,000 annually

Why Join IBU

IBU is one of Canada's fastest-growing universities, offering a dynamic academic and professional environment driven by innovation, research, and academic excellence. By joining IBU, you will have the opportunity to make a meaningful impact on the student experience on campus while contributing to the university's continued growth and success.

What You'll Do

• Serve as the first point of contact for students, providing guidance, support, and referrals as needed.
• Deliver student support services through one-on-one advising, group sessions, webinars, and timely responses to student inquiries.
• Plan, coordinate, and promote student engagement initiatives, including social, cultural, recreational, volunteer, and community-building programs.
• Build supportive relationships with students to foster well-being, resilience, academic success, and career readiness.
• Support the Student Council and student clubs, and assist with the development and execution of the annual Student Life calendar and student communications.
• Respond to and help resolve escalated student concerns while contributing to continuous improvement initiatives and student satisfaction efforts.
• Participate in surveys, data collection, and assessment activities to support student success and service excellence.
• Perform other related duties and special projects in support of Student Support Services.

This role is based in Ottawa, requiring in-person attendance as needed, including weekdays, evenings, and Saturdays.

What You Bring/Who You Are

• Bachelor's degree in a related field.
• Minimum two years of recent and relevant experience in student services, higher education, or a customer-focused support environment.
• Experience being on-call, responding under pressure and competent in managing urgent situations following agreed procedures.
• Excellent verbal and written communication skills, including the ability to handle sensitive information in a confidential manner.
• Excellent organizational and time management skills to manage workload, conflicting priorities, handle multiple tasks, and complete assignments with high accuracy and attention to detail.
• Demonstrated customer service skills with an ability to diffuse escalated situations in a student-focused environment.
• A positive, enthusiastic can-do attitude and a genuine interest in working with students. Displays a genuine desire to understand and meet the diverse needs of students.
• Able to collaborate and communicate effectively with students and colleagues at all levels, building rapport and establishing productive working relationships.
• Proficient in software applications (Microsoft Office Suite, database, spreadsheets and word processing)
• Availability to work on weekdays, Saturdays, and occasional evenings as required.

Additional Information

To support the overall well-being and success of our employees, IBU offers a comprehensive Total Rewards package, which may include the following, based on role eligibility:

• 100% employer-paid extended Health & Dental benefits
• 24/7 access to an Employee and Family Assistance Program (EFAP) and virtual healthcare services
• Life, Accidental Death & Dismemberment (AD&D), and Long-Term Disability insurance
• Competitive paid time off, starting at three weeks
• Access to preferred corporate membership rates with GoodLife Fitness
• Engaging employee appreciation and community-building events

IBU is an Equal Opportunity Employer

IBU is committed to fostering a diverse, inclusive, and equitable workplace where everyone feels welcome, valued, and respected. We are dedicated to the principles of equal opportunity and encourage applications regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. Please contact [e-mail] if you require accommodation during the recruitment process.

Application Process

All applications are reviewed by our HR team. We may use AI tools to support certain stages of the hiring process and do not replace human judgment. IBU is committed to the responsible and fair use of AI in compliance with applicable laws.

While we appreciate all applications, we regret that we can only contact those candidates selected for an interview.We thank all applicants for their submissions.