Student Support Officer

London College of Contemporary Arts (LCCA); Greater London; On-site; GBP 26,000 - 34,000; Full time

Benefits offered by this job

20 days annual leave

Pension 5% personal contribution & 3%

Season Ticket Loan

Vision Eye Care Vouchers

Training & Development opportunities

Staff Discount Scheme

Refer a friend scheme

Social events on campus

Professional development pathways

Employee wellbeing programmes

Job summary

London College of Contemporary Arts (LCCA) is seeking a Student Support Officer to be the first point of contact for students, offering information, guidance and support on campus services. You will resolve queries, signpost to specialist teams, and help create a welcoming, inclusive environment.

Role requires excellent communication, IT literacy, data protection knowledge and a student-focused approach to enhance the student experience across timetables, assessments and university policies.

Qualifications

• Experience of working with students as partners to provide services or activities.
• Experience of working with external stakeholders.
• Proven experience in student experience, student services, or campus operations within HE or FE.
• Strong understanding of student representation structures and feedback mechanisms.
• Excellent communication, organisational, and interpersonal skills.

Responsibilities

• Provide front-line advice on academic procedures, timetables, assessments, and university policies.
• Assist students with navigating campus services.
• Signpost students to specialist support teams when required.
• Respond to student queries via email, phone, and in-person at the Student Hub.
• Maintain a professional, empathetic, and solution-focused approach in all interactions.
• Log and track student enquiries to ensure timely resolution.
• Maintain accurate records in line with data protection and confidentiality standards.
• Contribute to reporting and feedback to improve service delivery.
• Work closely with academic departments, student services, and administrative teams.
• Participate in training and development to stay updated on college policies and systems.
• Support events such as enrolment, registration and open days.

Skills

Student support

Communication

Data protection

IT literacy

Teamwork

Empathy

Problem solving

Organisational skills

Customer service

Education

Experience in HE/FE student services

Tools

Student management systems

Job description

Location : London - Tower Hill and/or Aldgate

Working Model: Onsite

Direct Reports: N/A

Contract: Full time, Permanent

This is a full time time position (40 hours - 5 days a week). Weekend work may be required.

Role Summary

The Student Support Officer role is the first point of contact for students seeking information, guidance, and support. This role ensures that students receive accurate advice on campus services while fostering a welcoming and inclusive environment. Advisors play a key role in enhancing the student experience by resolving queries efficiently and connecting students to the right support channels.

Key Responsibilities

Student Support & Guidance

• Provide front-line advice on academic procedures, timetables, assessments, and university policies.
• Assist students with navigating campus services.
• Signpost students to specialist support teams when required.

Communication & Engagement

• Respond to student queries via email, phone, and in-person at the Student Hub.
• Maintain a professional, empathetic, and solution-focused approach in all interactions.
• Support student engagement initiatives and promote awareness of available resources.
• Log and track student enquiries to ensure timely resolution.
• Maintain accurate records in line with data protection and confidentiality standards.
• Contribute to reporting and feedback to improve service delivery.
• Work closely with academic departments, student services, and administrative teams.
• Participate in training and development to stay updated on college policies and systems.
• Support events such as enrolment, registration and open days.

General

• Adhere to and promote the College’s policies on Equality, Diversity and Inclusion and Information security.
• Ensure compliance with Health & Safety and Data Protection legislation.

About You

Knowledge & Skills

• Experience of working with students as partners to provide services or activities
• Experience of working with external stakeholders
• Proven experience in student experience, student services, or campus operations within HE or FE.
• Strong understanding of student representation structures and feedback mechanisms.
• Excellent communication, organisational, and interpersonal skills.
• Knowledge of safeguarding, Prevent, and data protection regulations.
• Ability to work independently and in a team.
• Student focused, with a friendly and helpful attitude
• Conscientious and motivated with a methodical approach.
• Ability to problem-solve and work from your own initiative.
• Excellent degree of customer service and empathy.
• Ability to analyse qualitative and quantitative data and present this in an appropriate manner.
• Excellent oral and written communication skills.
• High levels of IT literacy and competency with student management systems.

What We Offer

• 20 days annual leave
• Pension 5% personal contribution & 3% Company contribution
• Season Ticket Loan (T&C's apply)
• Vision Express Eye Care Vouchers
• Training & Development opportunities (T&C's apply)
• Staff Discount Scheme - via My Rewards Hub, from various retailers - Fashion, Grocery, Health & Beauty, Travel, Automotive, Furniture, Dining, Sports and Leisure, Electronics etc
• Refer a friend scheme for staff members (T&Cs apply).
• Social events on campus and through GUS Social Committee "GOSH - GUS on Staff Happiness".
• Professional development opportunities, including training and career progression pathways.
• Employee wellbeing programmes and access to counselling services.

Why Join Us?

• Make a meaningful impact on students’ academic success, confidence and career progression.
• Be part of a collaborative, diverse community that values creativity, innovation and inclusion.
• Access professional development, training, and career progression opportunities.
• Help shape the future of contemporary arts education in London.

Our Approach

We are committed to ensuring our workforce is reflective of our diverse student population, striving to increase the representation of age, disability, gender identity and expression, religion, race, sex, sexual orientation, and socio-economic background of our employees.

We’re also committed to providing adjustments to those who may require support with the recruitment process - please contact the LCCA Talent Acquisition Team [e-mail]

Please note: For this opportunity, you must be able to prove you have the right to work in the UK - if in doubt please visit the following link Employers' right to work checklist - GOV.UK (www.gov.uk). Please note we are not a licenced sponsor.