Student Support Officer

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

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