Job Purpose
The Student Support Officer will provide high-quality pastoral, academic, and welfare support to Higher Education students studying at WMBC. The postholder will play a key role in enhancing student engagement, retention, progression, attainment, and overall student experience. The role involves supporting students throughout their learning journey, helping them overcome barriers to success, and ensuring that students are aware of and can access the support services available to them.
The Student Support Officer will contribute to WMBC's commitment to widening participation, equality of opportunity, inclusion, and student success.
Key Responsibilities
1) Student Engagement and Retention
- Act as a first point of contact for Higher Education student enquiries.
- Monitor student attendance, participation, engagement, and progression.
- Identify students at risk of withdrawal or underperformance and provide timely interventions.
- Support student induction, orientation, and transition into Higher Education.
- Follow up with students experiencing attendance or engagement issues.
2) Student Welfare and Wellbeing
- Provide pastoral support and guidance to students experiencing personal, financial, academic, or wellbeing challenges.
- Signpost students to appropriate internal and external support services.
- Maintain appropriate records of student support interventions and outcomes.
- Promote a positive, inclusive, and supportive learning environment.
3) Academic Support
- Work closely with tutors and programme leaders to identify students requiring additional support.
- Assist students in developing study skills, time management, and academic confidence.
- Support students in understanding academic regulations, policies, and procedures.
- Encourage student participation in academic enhancement activities.
4) Student Experience
- Support the delivery of student engagement activities, workshops, and enrichment programmes.
- Assist with student representative systems, surveys, and feedback mechanisms.
- Promote student voice initiatives and encourage active participation in WMBC life.
- Contribute to activities that enhance student satisfaction and belonging.
5)Safeguarding and Compliance
- Act in accordance with safeguarding, Prevent, equality, diversity, and inclusion policies.
- Escalate safeguarding or welfare concerns appropriately.
- Ensure compliance with data protection and confidentiality requirements.
- Maintain accurate and secure student records.
6) Administrative Duties
- Maintain student support databases and case management records.
- Prepare reports on student engagement and support activities.
- Support student-related events and activities.
- Assist with OfS and partner university requirements relating to student support and success.
- Undertake other administrative duties, as required, not specific to student support.
7) General
- Promote WMBC's values and mission.
- Engage in continuous professional development.
- Undertake other duties appropriate to the grade of the post.
Person Specification
1) Essential Qualifications
- Have a Bachelor's degree or equivalent qualification.
- GCSE English and Mathematics (Grade C/4 or above) or equivalent.
2) Essential Experience
- Experience of supporting students, learners, or service users.
- Experience of providing advice, guidance, or pastoral support.
- Experience of working within an educational, training, or customer-focused environment.
- Experience of maintaining accurate records and documentation.
- Experience of managing sensitive or confidential information.
3) Essential Knowledge
- Understanding of student wellbeing and welfare issues.
- Understanding of safeguarding and Prevent responsibilities.
- Knowledge of equality, diversity, and inclusion principles.
- Understanding of challenges affecting student engagement, retention, and attainment.
- Awareness of Higher Education student support practices.
4) Essential Skills
- Excellent interpersonal and communication skills.
- Ability to build rapport and supportive relationships with students.
- Strong organisational and administrative skills.
- Ability to manage multiple priorities and work independently.
- Good problem-solving and decision-making skills.
- Ability to maintain professional boundaries and confidentiality.
- Competent use of Microsoft Office 365 applications and student record systems.
- Ability to analyse information and identify students requiring intervention.
5) Desirable Qualifications
- Qualification in Advice and Guidance, Counselling, Student Services, Youth Work, Education, or related field.
- Mental Health First Aid qualification.
- Safeguarding training.
6) Desirable Experience
- Experience working in a Higher Education setting.
- Experience supporting widening participation students.
- Experience working with international students.
- Experience delivering workshops or student development activities.
- Experience working within a partnership or franchised Higher Education environment.
Personal Attributes
The successful candidate will demonstrate:
- A student-centred approach.
- Commitment to student success and inclusion.
- Empathy and emotional intelligence.
- Professionalism and integrity.
- Resilience and adaptability.
- Commitment to continuous improvement.
- Ability to work collaboratively with academic and professional services staff.
- Alignment with WMBC's mission of widening participation and supporting learners to achieve their full potential.
Key Performance Indicators (KPIs)
- Student retention and progression rates.
- Student engagement and attendance levels.
- Student satisfaction outcomes.
- Timeliness of support interventions.
- Accuracy and quality of student records.
- Contribution to Access and Participation objectives.
- Positive outcomes from student support case management.
Pay: £26,000.00-£28,000.00 per year
Benefits:
Work Location: In person
