Student Support Lead

Oxford International Education Group; City Of London; On-site; GBP 45,000 - 55,000; Full time

Job summary

Oxford International Education Group is seeking a Student Support Lead to oversee front-line student support and welfare at the UHE UK campus. You will report to the Campus Manager and lead a small team, delivering high-quality welfare, pastoral support and student experience enhancements.

This operational leadership role focuses on service delivery and early intervention, with safeguarding policy and broader strategy remaining with central services and the Campus Director.

Qualifications

• Experience delivering student-facing support or pastoral care.
• Experience handling sensitive or confidential matters.
• Experience coordinating a team or small service.
• Experience in a HE environment.

Responsibilities

• Lead and coordinate front-line student support and welfare services.
• Provide day-to-day guidance, signposting to internal and external support.
• Supervise Student Support Officers and ensure records are accurate and confidential.
• Escalate complex welfare or safeguarding matters to Campus Manager and Campus Director.

Skills

Interpersonal skills

Empathetic communication

Prioritization

Confidentiality handling

Education

Relevant qualification or equivalent experience

Tools

Mental Health First Aid

Job description

Student Support Lead

Application Deadline: 30 October 2026

Department: Operations

Employment Type: Permanent - Full Time

Location: UHE Campuses

Compensation: Competitive

Description

Job purpose

The Student Support Lead is responsible for the leadership and coordination of front-line student services at the UHE UK campus. Reporting to the Campus Manager, the postholder ensures students receive high-quality welfare, pastoral, and student experience support. This is an operational leadership role focused on student-facing service delivery and early intervention; strategic responsibility for student services strategy and safeguarding policy remains with the Campus Director and central services.

Main Duties and Responsibilities

Student Support & Welfare Leadership

• Lead and coordinate the day-to-day delivery of front-line student support and welfare services.
• Ensure students receive high-quality advice, guidance, and signposting to internal and external support services.
• Manage accurate and confidential records of student wellbeing interventions and follow-up actions.
• Provide day-to-day supervision and support to Student Support Officers.

Engagement, Retention & Student Voice

• Coordinate student engagement and attendance interventions, working with academic leads to support students at risk of disengagement.
• Lead the operational planning of student transition, enrichment activities, and engagement events.
• Coordinate student representation and feedback processes at the campus level.
• Support activities that foster a sense of belonging and an inclusive campus community.

Collaboration & Escalation

• Liaise with academic colleagues and the Academic Support Officer to ensure a joined-up approach to student success.
• Act as the primary point of contact for operational student support matters on campus.
• Escalate complex welfare, safeguarding, or conduct matters to the Campus Manager and Campus Director in line with policy.

General Responsibilities

• Promote equality, diversity, inclusion, safeguarding and student wellbeing in all aspects of the role.
• Maintain confidentiality, act with professionalism and comply with GDPR and institutional policies.
• Undertake any other duties commensurate with the grade of the post.

Person Specifications

Statutory requirements

• Eligibility to live and work in UK
• Appropriate DBS disclosure

Qualifications

• Relevant qualification or equivalent professional experience in student support or welfare
• Mental Health First Aid or Safeguarding training (Desirable)

Experience and knowledge

• Experience delivering student-facing support or pastoral care
• Experience handling sensitive/confidential matters
• Experience coordinating a team or small service (Desirable)
• Experience in a HE environment (Desirable)

Skills and abilities

• Excellent interpersonal and empathetic communication skills
• Ability to manage competing priorities and complex cases
• Ability to analyse engagement data to improve services (Desirable)

Working pattern

• The role requires evening and weekend work to support student engagement, assessment boards, or academic events.

Personal qualities

• A sympathetic approach to all students
• A positive, 'can-do' approach to work
• Adopts a collaborative approach to working
• Flexible and adaptable
• Responds positively to new challenges, seeking solutions
• Warm and welcoming personality and a good sense of humour

Disclaimer

This job description is provided as a guide to the role. It is not intended to be an exhaustive description of duties and responsibilities and may be subject to periodic revision.

Oxford International is committed to safeguarding and promoting the welfare of children and young people. All applicants must be willing to undergo child protection screening appropriate to the post, including checks with past employers and the Disclosure and Barring Service and, where appropriate, online searches of publicly available information as part of our safer recruitment procedures.

Oxford International is an equal opportunity employer. Every applicant and employee has the same opportunities regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status.