Student Support Officer

Cambridge Education Group; Newcastle upon Tyne; On-site; GBP 22,000 - 28,000; Full time

Benefits offered by this job

Perkbox discounts

Employee Assistance Program (EAP)

Private Medical

Life Assurance

Cycle to work scheme

Staff Discount on CEG Digital courses

Enhanced annual leave entitlement

Job summary

Cambridge Education Group seeks a proactive Student Support Officer to join The Bridge at Northumbria University. You will be the first contact for students, guiding them from enrolment to progression and connecting them with welfare and wellbeing services.

You will maintain confidential records, promote an inclusive learning environment, and work with teams across CEG and Northumbria to deliver joined-up support and enrich student experience.

Qualifications

• Education: HND or degree or equivalent.
• Experience: customer-facing or student-facing roles.
• Experience with confidential information and records.
• Strong interpersonal and communication skills.

Responsibilities

• Act as first point of contact for student enquiries and provide timely information and support.
• Support students from enrolment to progression, guiding access to services.
• Provide initial welfare support and refer to specialist teams when needed.
• Maintain accurate confidential records of interactions, cases and referrals.
• Collaborate with colleagues to ensure joined-up student support across partners.

Skills

Interpersonal skills

Communication

Organisational skills

Microsoft 365

Student support

Collaborative

Education

HND or Degree

Safeguarding training (desirable)

Tools

Microsoft 365

Job description

We are currently looking for a Student Support Officer to join our new centre, The Bridge at Northumbria University.

The Bridge is a partnership between Cambridge Education Group (CEG) and Northumbria University that aims to transform access to higher education by supporting students from a wide range of backgrounds to realise their potential. Combining high-quality teaching, personalised support and a strong sense of community, The Bridge provides an alternative entry route into higher education and creates opportunities for learners who might otherwise be excluded from university study. Through this approach, The Bridge seeks to improve educational attainment, support social mobility and enable more students to progress successfully to a Northumbria University degree.

Key responsibilities of the Student Support Officer include:

Student Support and Welfare

• Act as a friendly and approachable first point of contact for student enquiries, providing timely information and support.
• Support students throughout their journey from enrolment to progression, helping them access appropriate services and resources.
• Provide initial support for welfare and wellbeing concerns, referring students to specialist teams where required.
• Maintain accurate and confidential records of student interactions, support cases and referrals.
• Promote a safe, inclusive and supportive learning environment for all students.

Student Engagement and Administration

• Coordinate student enrolment, induction and other key activities throughout the academic year.
• Monitor student attendance and engagement, following up with students and escalating concerns in line with agreed processes.
• Organise and support student events, workshops and enrichment activities that help build confidence, belonging and community.
• Contribute to student communications, handbooks, guidance materials and other information resources.
• Maintain accurate student data and prepare routine reports as required.

Partnership and Team Support

• Work collaboratively with colleagues across CEG and Northumbria University to ensure students receive joined-up support.
• Contribute to surveys, quality processes and continuous improvement activities.
• Assist with complaints and student queries in accordance with established procedures.
• Undertake other duties commensurate with the grade and nature of the role.
• Undertake other duties consistent with the nature and level of the role to support the effective operation of The Bridge.

Other duties

• To undertake other duties not specifically stated above, which from time to time are necessary for the effective performance of the business without altering the nature or level of responsibility involved.

Person Specification

Education

• HND, degree or equivalent qualification or relevant work experience (essential).
• Training in student support, safeguarding, advice and guidance or customer service (desirable).

Experience

• Experience working in a customer-facing, student-facing or support role (essential).
• Experience providing support or guidance to individuals from a range of backgrounds (essential).
• Experience working with confidential information and maintaining accurate records (essential).

Skills and Attributes

• Excellent interpersonal and communication skills, with the ability to build positive relationships with students and colleagues (essential).
• Good organisational skills and the ability to manage a varied workload and meet deadlines (essential).
• Ability to listen sensitively, maintain professional boundaries and seek support or elevate concerns when appropriate (essential).
• Competent user of Microsoft 365 and able to learn new systems quickly (essential).
• A proactive, approachable and collaborative attitude, with a genuine commitment to supporting student success (essential).
• A commitment to equality, diversity, inclusion and safeguarding (essential).

Please see attached job description for further job role information.

What does Cambridge Education Group do?

Cambridge Education Group is an international education provider that offers a range of services such as Pathway and Pre University Programs, Pre University Education, Preparatory education through foundations and master’s programmes, English Language courses, University application guidance along with creating Internship opportunities.

Why will you love working here?

Whether you work in one of our OnCampus or Managed Campus centres, in CEG Online supporting one of our many partner universities, or as part of one of our central service functions you will find a friendly, fast-paced and supportive work environment created by our diverse range of colleagues.

Employee Values

At Cambridge Education Group we believe that in living our values every single day we Achieve More for everyone around us, and in so doing makes it a great place to work.

Expert – Each individual strives to demonstrate expertise in everything they do, from previous experiences or acquiring new, relevant skills and know-how. We are great at sharing our knowledge to help our students, fellow colleagues and partners Achieve More.

Authentic – Our actions are taken, and decisions made, in line with our vision and mission; we trust everyone to do the right thing and deliver what they say they will through genuine, open and honest dialogue. We bring our whole selves to work, maximising our diversity to Achieve More.

Innovative – We continually improve all aspects of what we do, being solution-focused to affect change on our path to Achieve More. All colleagues share their ideas, big and small, and are flexible to new practices, approaches and ways of working.

• Perkbox (includes hundreds of discounts on brands)
• Employee Assistance Program (EAP) – giving caring and compassionate support to all staff, as well as a dedicated Mental Health Support Network.
• Private Medical
• Life Assurance
• Cycle to work scheme
• Car Leasing
• Discounts with childcare providers during School holidays
• Staff Discount on CEG Digital courses
• Enhanced annual leave entitlement

CEG is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all colleagues to share this commitment. All successful candidates will undergo background checks in the required countries. Where roles have direct contact with children, including all OnCampus centre- based roles, this will include ID, qualification and reference checks, criminal record checks including an Enhanced Disclosure (or equivalent) in line with safeguarding requirements and our Safeguarding and Prevent Policy (including Children Protection). Any offer of employment is subject to all checks being satisfactory. The Company also expects all colleagues to share the Company’s commitment to Equal Opportunities within the workplace.