Frontline Support and Guidance Officer

Queen Mary University of London; Greater London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading educational institution in Greater London is seeking a Frontline Support and Guidance Officer to provide high-quality support and guidance to students on welfare and wellbeing issues. The role requires excellent communication, emotional resilience, and the ability to assess students in distress. Experience in a student-facing environment, particularly in higher education or health, is essential. This position promises a fulfilling career with competitive salaries, personal development opportunities, and a commitment to diversity and inclusion.

Benefits

Competitive salaries

Generous pension scheme

30 days’ leave per annum

Flexible working arrangements

Qualifications

• Experience in a student‑facing or similar frontline environment, particularly within higher education, health or social care.
• Understanding of the support needs of a diverse student population.

Responsibilities

• Provide high-quality information, support and guidance to applicants and students on welfare and wellbeing issues.
• Act as first point of contact for students in distress and assess situations where their welfare or safety may be at risk.
• Support students experiencing acute mental health difficulties or crises.
• Remain calm and effective under pressure, demonstrating sound judgement and professionalism.
• Communicate complex information clearly and exercise discretion in challenging situations.

Skills

Excellent communication skills

Interpersonal skills

Emotional resilience

Customer service commitment

Job description

Frontline Support and Guidance Officer – Queen Mary University of London

We are seeking a skilled Frontline Support and Guidance Officer to join our multidisciplinary Advice and Counselling Service. In this key role, you will provide high-quality information, support, and guidance to applicants and students on a wide range of welfare and wellbeing issues, ensuring a professional, inclusive, and student‑centred experience.

You will often be the first point of contact for students in distress and will play a key role in assessing and responding to situations where an individual’s welfare, health or safety may be at risk. This includes supporting students experiencing acute mental health difficulties or crises. The role requires sound judgement, emotional resilience and the ability to remain calm and effective under pressure.

You will bring excellent communication and interpersonal skills, a strong commitment to customer service, and the ability to manage sensitive situations with empathy and professionalism. You will be confident in handling complex information, maintaining appropriate boundaries and exercising discretion and initiative when responding to challenging or unpredictable circumstances.

Responsibilities

• Provide high-quality information, support and guidance to applicants and students on a wide range of welfare and wellbeing issues.
• Act as first point of contact for students in distress and assess/respond to situations where their welfare, health or safety may be at risk.
• Support students experiencing acute mental health difficulties or crises.
• Remain calm and effective under pressure, demonstrating sound judgement, emotional resilience and professionalism.
• Communicate complex information clearly, maintain appropriate boundaries and exercise discretion and initiative in challenging situations.

Qualifications

• Experience in a student‑facing or similar frontline environment, particularly within higher education, health or social care.
• Understanding of the support needs of a diverse student population.

Our Team

ACS currently employs over 40 staff, working collaboratively across three specialist teams:

• Counselling
• Mental Health
• Advice (Welfare, International and SAHA)
• Frontline Services team

About Queen Mary

At Queen Mary University of London, we believe that a diversity of ideas helps us achieve the previously unthinkable. Throughout our history we have fostered social justice and improved lives through academic excellence. We continue to live and breathe this spirit today, not because it is simply “the right thing to do” but because it helps us achieve greatness and intellectual brilliance. Our reformer heritage informs our conviction that great ideas can and should come from anywhere. This approach has brought results globally, from the communities of East London to the favelas of Rio de Janeiro. We embrace diversity of thought and opinion, believing that when views collide, disciplines interact and perspectives intersect truly original thought takes form.

Benefits

We offer competitive salaries, access to a generous pension scheme, 30 days’ leave per annum (pro‑rata for part‑time/fixed‑term), a season ticket loan scheme and access to a comprehensive range of personal and professional development opportunities. In addition, we offer a range of work life balance and family friendly, inclusive employment policies, flexible working arrangements, and campus facilities.

Diversity and Inclusion

Queen Mary’s commitment to our diverse and inclusive community is embedded in our appointment processes. Reasonable adjustments will be made at each stage of the recruitment process for any candidate with a disability. We are open to considering applications from candidates wishing to work flexibly.