Student Support & Welfare Officer

Fairfield School of Business; Highgate; On-site; GBP 25,000 - 35,000; Full time

Job summary

A community-focused higher education provider in Highgate is seeking a Student Support & Welfare Officer to enhance the student experience by providing administrative and pastoral support. The role involves confidential advice on various issues, collaborating with departments to ensure student needs are met, and maintaining accurate records. Applicants should have customer-facing experience, strong communication skills, and a relevant degree. This full-time position requires in-person attendance, promoting well-being and engagement among students.

Qualifications

• Previous experience in a customer-facing or client-facing role.
• Excellent interpersonal and communication skills.
• Ability to maintain a calm attitude under pressure.

Responsibilities

• Act as first point of contact for students' support.
• Monitor student engagement and attendance.
• Support students with applications to the Student Loan Company.

Skills

Interpersonal skills

Communication skills

Organizational skills

Empathy

Teamwork

Education

Bachelor's degree or equivalent in relevant field

Job description

Fairfield School of Business (FSB) is a community-focused higher education provider with teaching locations in London, Birmingham, Leicester, and Sheffield. We provide high quality, industry-relevant qualifications in business, criminology, counselling, and healthcare management for people who want to improve their professional and personal circumstances but have found that traditional education routes do not align with their current life and commitments.

FSB's mission is to facilitate increased accessibility to high quality qualifications by providing transformational learning experiences that meet or exceed the renowned standards of UK education.

Overall Purpose of the Role

The Student Support & Welfare Officer will provide direct support for students with any administrative, pastoral and welfare issues. They will provide high-quality, proactive, services that enhance the student experience and promote engagement and wellbeing. The Student Support & Welfare Officer serves as a key point of contact for students, offering advice, guidance, and referrals to appropriate services within or outside the institution.

The Student Support & Welfare Officer will be located in one of the teaching campuses and will report directly to the Associate Dean of the respective Campus. The Student Support & Welfare Officer is part of the Student Support and Welfare Services, which is overseen by the Student Life Cycle and Enhancement Manager.

Principle Duties

• Act as the first point of contact for students seeking support with administrative, personal, welfare, or wellbeing concerns and offer confidential, impartial and non-judgmental advice and guidance. This includes meeting students in person and answering emails and phone calls.
• Monitor student engagement and attendance, identifying those at risk and providing early support or intervention where appropriate.
• Provide support to students regarding applications to the Student Loan Company and any related queries.
• Support students with policies and procedures relating to Extensions, Mitigating Circumstances, Appeals, Interruptions, Withdrawals, and Complaints.
• Work with students on an individual basis to solve issues before they become formal complaints.
• Maintain accurate and up-to-date records of student interactions in line with GDPR and institutional policies.
• Support student's welfare and wellbeing by providing confidential advice and guidance on a wide range of issues including mental health, housing, financial hardship, bullying or harassment, and general wellbeing.
• Work collaboratively with internal departments to ensure students have access to the support they need (e.g., Student Welfare, safeguarding, Personal Academic Tutors or Academic Support), or refer to trusted external agencies as required.
• Support and contribute to the delivery of induction, wellbeing workshops, and student engagement activities and events.
• Conduct Student Support Interviews with students and applicants, where additional needs and reasonable adjustments may be required, and ensure their implementation.
• Assist students in applying for Disabled Student Allowance (DSA), and in the support allocated to them.
• Assist in measures to enhance and capture the student voice.
• Engage in continuing professional development (CPD).
• Any other required duties from the department.

Person Specification

Essential

• Previous experience in a customer-facing or client-facing role.
• Excellent interpersonal and communication skills, with the ability to work empathetically and confidentially.
• Excellent organisational and record-keeping skills.
• Ability to maintain a calm attitude under pressure, for example when dealing with challenging and stressful situations.
• Ability to work as part of a team and to collaborate with others in ensuring holistic support is provided to students to support their pastoral and learning needs.
• Ability to work within set processes, policies and guidelines.
• Flexibility to work evenings and weekends.
• Commitment to helping FSB meet its institutional Values namely:

• Education and learning through excellence
• Accountability and academic integrity
• Professionalism and support
• Widening access and participation and promoting equality of opportunity

Desirable

• A Bachelor's degree or equivalent professional qualification, ideally in a relevant subject (e.g. customer service, events, Mental Health, Social Work, Education/Teaching).
• Experience of working in a Higher Education (HE) institution.
• Knowledge of various issues that affect students e.g. mental health, disabilities, neurodivergence, and social needs.
• Experience of supporting events and/or delivering workshops.
• Knowledge of relevant policy e.g. Data Protection, Safeguarding, Equality, Diversity and Inclusivity.

Job Types: Full-time, Permanent. Work Location: In person.