Student Support Officer

Elizabeth School of London; Manchester; On-site; GBP 24,000 - 29,000; Full time

Benefits offered by this job

Annual leave

Employee assistance

Virtual GP

Wellbeing support

Career coaching

Job summary

Elizabeth School of London is seeking a proactive Student Support Officer to join our Student Support team. You will be the first point of contact for student enquiries, offering guidance, pastoral support, and helping learners access academic, wellbeing, and administrative services.

The role requires excellent communication, strong organisation, and a compassionate approach to student welfare. You will manage a varied workload, maintain confidentiality, and contribute to a positive campus

Qualifications

• Communicate clearly with diverse student groups.
• Maintain accurate records and respond to enquiries efficiently.
• Protect confidentiality and handle sensitive information in line with policies.

Responsibilities

• Act as the first point of contact for students seeking assistance in person, email or phone.
• Provide information, guidance and signposting to relevant departments and services.
• Address and resolve student queries or escalate to appropriate teams as needed.
• Provide pastoral support and help students access academic or wellbeing services.
• Maintain professional, confidential and student-centred communication at all times.
• Receive and manage student absence notifications and follow reporting procedures.
• Prepare and distribute bulk communications and campus updates.
• Support communications relating to examinations and timetable changes.
• Assist with IT queries and refer complex issues to IT when needed.

Skills

Excellent communication

Organisation

Customer service

Problem solving

Education

Experience in higher education environment

Microsoft Office proficiency

Tools

Office 365

Moodle access

Outlook

Job description

Working Schedule: 9AM to 5PM, Monday to Friday

Salary Range: £26,500

About the Role

We are seeking a proactive, approachable, and student-focused Student Support Officer to join our Student Support team. The successful candidate will play a key role in delivering a positive student experience by acting as a first point of contact for student enquiries, providing guidance and pastoral support, and helping students access the appropriate academic, wellbeing, and administrative services.

The role requires excellent communication and organisational skills, a compassionate approach to student welfare, and the ability to manage a varied workload while maintaining a professional and supportive environment.

Responsibilities

• Act as the first point of contact for students seeking assistance, responding to enquiries in person, by email, and by telephone.
• Provide clear, accurate, and timely information, guidance, and signposting to relevant departments and services.
• Address and resolve student queries wherever possible, escalating complex matters to the appropriate teams when necessary.
• Provide general pastoral support, ensuring students feel heard, supported, and directed to the appropriate academic or wellbeing services.
• Maintain professional, confidential, and student-centred communication at all times.
• Receive and manage student absence notifications on a case-by‑case basis, including absences relating to medical, transport, and personal circumstances.
• Review student concerns sensitively and follow relevant attendance and absence reporting procedures.
• Prepare and distribute bulk communications, including welcome emails, campus updates, announcements, and general student information.
• Communicate timetable changes, term dates, campus events, workshops, opportunities, and other relevant updates.
• Support communications relating to examinations, including TCA arrangements, where applicable.
• Ensure communications are accurate, timely, accessible, and consistent with established procedures.
• Support the dissemination of important information to help students remain informed and engaged throughout their studies.
• Receive, manage, and respond to student complaints in accordance with organisational policies and procedures.
• Listen to student concerns professionally and objectively, working towards appropriate resolutions wherever possible.
• Coordinate the student representative selection process, ensuring students are informed of opportunities to participate.
• Support student representatives in sharing feedback and raising issues affecting the student experience.
• Promote student engagement, participation, and a positive campus community.
• Work collaboratively with colleagues to enhance the overall student experience.
• Assist students with basic IT queries, including Office 365 login issues and access to Moodle and Blackboard.
• Refer technical issues to the relevant IT team when further support is required.

Education and Qualifications

Experience & Knowledge

• Administrative experience in a higher education, service or student-facing environment.
• Experience of maintaining accurate records, databases or filing systems, preferably within higher education.
• Proficiency in using IT systems to record, search and retrieve data, including Microsoft Office (particularly Outlook, Word and Excel).
• Effective oral communication, adapting style appropriately to a wide range of audiences.
• Ability to work on your own initiative, demonstrating a positive approach to problem solving.
• Willingness to learn and develop and contribute to the wider activities of the College.
• Demonstrate empathy to understand and address students’ concerns.
• Ability to maintain confidentiality and handle sensitive personal information with professionalism, in line with data protection requirements.
• Strong interpersonal skills for building rapport and trust with students.
• Capacity to assess situations and provide practical solutions.
• Ability to adapt to changing circumstances and student needs.
• Commitment to equality, diversity and inclusive practice, and to supporting students to succeed.
• Experience of working in higher or further education, or another student-facing regulated environment
• Understanding of the barriers faced by students from diverse or non-traditional backgrounds.
• Annual leave (7.2 weeks)
• Company Sick Pay.
• Statutory maternity and paternity pay.
• Employee Assistance Programme (HA Wisdom Wellbeing)
• Virtual GP access (Livi)
• 'Speak Up Service' - confidential support service to report any workplace concerns
• Specialist physical and mental wellbeing support services with 24/7 confidential counselling support (Wisdom)
• Financial, legal and medical advice services provided (Wisdom)
• Life & Leadership coaching (Wisdom)
• Financial coaching (MUNNY)
• Discounts and perks, offering savings on shopping, activities and more (Bright Exchange)
• Self-development and Self taught trainings