Student Support Advisor

UCFB; Wembley; On-site; GBP 25,000 - 36,000; Full time

Job summary

UCFB is seeking a dedicated individual to join the Student Support Department as a Pastoral and Wellbeing Support Officer. The role centers on delivering front-line enquiry handling and wellbeing assistance across the campus, with a focus on timely, empathetic student support.

You will work with colleagues to prioritise requests, log interactions in the student records system, and provide guidance on extenuating circumstances, accommodation and related welfare matters, while safeguarding

Responsibilities

• Deliver first-line enquiry and advice services across the campus.
• Ensure enquiries are prioritised and responses are supportive and professional.
• Accurately log enquiry communications in the student records system.
• Provide guidance on extenuating circumstances, extensions, complaints, and disciplinary matters.
• Signpost to internal and external support and manage case loads.
• Support drop-ins on campus and virtually.
• Escalate wellbeing concerns per safeguarding policies.
• Refer students to additional support providers as needed.
• Provide training to staff to improve student support.
• Ensure confidentiality and professional standards.
• Support the Institution’s 'At-Risk' provision.
• Create and issue student status paperwork (e.g., council tax exemption).
• Process student orientation forms for discounts and access needs.
• Assist with ID and stadium access pass processes.
• Contribute to Student Engagement and 'At-Risk' provision activities.
• Engage with attendance/engagement concerns and refer to appropriate support.
• Develop guidance materials and maintain student support hubs.
• Represent Pastoral and Wellbeing on internal committees.
• Support milestone activities such as enrolment and induction.
• Undertake staff development and training.
• Follow Health and Safety and Equal Opportunities policies.
• Work flexibly and undertake other duties.

Job description

The post holder will utilise their knowledge and expertise to:

• Act as first line of enquiry for a range of Pastoral and Wellbeing Support services across a designated campus
• Contribute to the successful delivery of the Departments Pastoral and Wellbeing Support services across a designated campus

Main activities

Areas of responsibility include but are not limited to those outlined below:

1. Work collaboratively with all members of the Student Support Department to deliver the Departments first point of contact / front-line enquiry and advice service. Ensuring that:

• all enquiries are prioritised appropriately and responded to in a supportive, inclusive and professional manner and in-line with the departmental policy and processes
• all enquiry communication, inboxes and / or other appropriates notes are accurately entered onto the Institution student records management system

2. Under direction from the Student Support Manager/s and Student Support and Inclusion Lead, contribute to the delivery of the Departments Pastoral and Wellbeing Support provision for all UG and PG students of the Institution. Including but not limited to:

• Providing general and specific advice and guidance across a range of areas eg:
• extenuating circumstances/extension
• Complaints and Disciplinary
• accommodation
• signposting to internal and external services and/or sources of support
• Managing an individual caseload of students requiring more specific or targeted support and where required supporting colleagues with heavier case loads
• Supporting the delivery of the Departments drop-ins programme virtually and on campus sites
• Escalating concerns regarding students wellbeing appropriately and in line with the Institution safeguarding policies and procedures
• Referring students to additional internal and external support providers in line with their assessed support needs
• Providing advice and training to academic and professional services colleagues to enable them to support students more effectively
• Ensuring services adhere to the departmental standards of professionalism and confidentiality
• Supporting the Institution ‘At-Risk’ provision

3. Administration of a range of key activities linked to the student experience. Including but not limited to:

• Creation and issuing of student status paperwork (from an approved list) e.g. council tax exception or student status confirmation
• Signing / stamping student orientated forms (from an approved list) to enable access to student discounts e.g. 18+ TFL discounted travel application forms
• Working with Registry and Facilities colleagues to support the student ID and stadium access pass process

4. Under direction from the Student Support Manager/s and Student Support and Inclusion Lead/s, contribute to the delivery of the Department’s involvement in the Institutions Student Engagement and ‘At-Risk’ Provision. Including but not limited to:

• Pro-actively reaching out and following up on students with poor attendance/engagement to ensure they are offered access to appropriate support and guidance
• Flagging students under the At Risk process if appropriate
• Supporting and advising students who are considering changes to course or campus / interrupting or withdrawing

5. Ensure all support interactions or other appropriate data/data changes are logged accurately, appropriately and in a timely manner and produce relevant analyses and reports

6. Work collaboratively with Student Support colleagues and internal and external stakeholders (including the Student Union) to:

• Design, deliver or support departmental events, campaigns and awareness activities
• Develop and maintain a suite of Student Support guidance material
• Contribute to the development/enhancement and day to day maintenance of physical and online student support hubs and portals

7. Where appropriate represent the Pastoral and Wellbeing Support provision of the Student Support Department at relevant internal committees / groups

8. Support as required the delivery of Institution milestone activities/events e.g. Open/applicant days, outreach events, enrolment, induction, re-induction and, graduation

9. To undertake appropriate staff development and professional training in line with the business objectives of UCFB

10. To work within the policies of Health and Safety and Equal Opportunities

11. To work flexibly and responsibly and undertake any other duties relevant to the level of the post

Key Stakeholder Relationships

Internal:

• Student Support Manager
• Student Support and Inclusion Lead
• Academic colleagues (cross campus)
• Other UCFB academic and professional services colleagues at all levels (cross campus)
• Students (cross campus)

External:

• Validating Partners Colleagues working in Learning Support across the wider HE sector
• Professional standards and regulating bodies (as appropriate to the remit of the Pastoral and Wellbeing Support provision of the Student Support Department)