Student Support Officer

QA; Greater London; Híbrido; GBP 28.000 - 36.000; Jornada completa

Descripción de la vacante

The QA team in the United Kingdom is seeking a Student Support Officer to enhance the student experience across funded programmes. You will act as a point of contact, delivering pastoral and administrative support to ensure engagement and compliance with programme requirements.

Working in a collaborative environment, you will support delivery against client rules, funding requirements and service levels, helping to drive retention and KPI achievement while coordinating events and travel as

Formación

• Experience in student support or customer success roles.
• Ability to balance pastoral care with compliance.

Responsabilidades

• Provide proactive pastoral support within agreed frameworks.
• Build trusted relationships and provide guidance.
• Identify at-risk students and apply intervention processes.
• Engage students via community and digital platforms.
• Maintain records and support audit readiness.
• Travel up to five times per year and support events.

Conocimientos

Student support

Customer success

Pastoral care

Compliance awareness

Descripción del empleo

About The Role

The Student Support Officer (SSO) plays a critical role in delivering an outstanding student experience across funded programmes. Acting as a key point of contact for students, the SSO provides pastoral and administrative support, ensuring students remain engaged, supported, and compliant with programme requirements.

The role requires a strong balance between student-centred care and adherence to client contractual frameworks, ensuring that all interactions, interventions, and reporting align to defined standards, policies, and service levels.

The SSO operates within a highly collaborative team environment and supports delivery in a growing and evolving service model.

Role Responsibilities

Student Support & Pastoral Care

• Provide proactive and responsive pastoral support in line with agreed frameworks
• Build trusted relationships and provide guidance and reassurance
• Identify students at risk of attrition and apply defined intervention processes
• Handle wellbeing concerns sensitively and professionally

Student Engagement & Community Management

• Engage students via community and digital platforms
• Support cohort engagement using defined approaches
• Monitor engagement and apply established processes to improve retention
• Encourage peer collaboration within structured activities

Programme Compliance & Administration

• Adhere to client rules, funding requirements, and regulatory frameworks
• Maintain accurate records aligned to required processes
• Support audit readiness through compliant documentation
• Contribute to achieving KPIs and SLAs

Stakeholder & Team Collaboration

• Work within a collaborative and supportive team
• Liaise with internal stakeholders to ensure consistency
• Support delivery of student engagement and support activities
• Participate in team meetings and improvement initiatives

Project & Change Contribution

• Support delivery of projects and cyclical events, assisting with coordination and administration rather than leading delivery
• Demonstrate adaptability to changes in tools, processes, and delivery models
• Support rollout of systems, processes, and engagement approaches
• Provide feedback to support ongoing improvements

Events & Travel Requirements

• Support the delivery of programme events, including logistical and administrative preparation
• Contribute to cyclical event delivery throughout the academic or programme calendar
• Willingness to travel up to approximately five times per year
• Travel may include both local attendance and occasional overnight stays
• Role is primarily home-based or Gloucestershire-based with periodic travel requirements

Your Experience/Skills

• Experience in student support or customer success roles
• Ability to balance pastoral care with compliance

Desirable

• Experience in regulated or funded environments
• Familiarity with engagement platforms or LMS tools