Student Support Officer (Job Number: 26000875)
Science Faculty Office
Grade 6: - £31,236 - £37,694 per annum
Fixed Term - Full Time
Contracted Hours per Week: 35
Working Arrangements: As Uni standard
Closing Date: 25-Aug-2026, 5:59:00 PM
Disclosure and Barring Service Requirement: Not Applicable.
The University
At Durham University we are proud of our people. A globally outstanding centre of educational excellence, a collegiate community of extraordinary people, a unique and historic setting – Durham is a university like no other.
Across the University we have a huge variety of roles and career opportunities, which together make us a large and successful community, which is a key hub of activity within our region and nationally. Whether you are at the very start, middle or end of your career, there is a role for you. We believe everyone has their own unique skills to offer.
We would be thrilled if you would consider joining our thriving University.
The Role and the Department
We are seeking to recruit a talented student support officer to join our team in the Faculty of Science in an interim capacity (12-month period). The Student Support Officers support the delivery of our ambitious strategy for world-leading student experience and to provide academic student support across our departments.
The hubs provide a key point of contact for students, offer advice and support to those students whose progress has faltered or who are experiencing difficulties and ensure all students receive timely and consistent advice to support their academic progress to ensure they have a successful learning and development experience. The Student Support Hubs work closely with student support staff within our colleges and our specialist student support services to ensure a package of support is put in place.
The post holder will provide direct support to students in one or more academic departments, working in partnership with departmental Learning and Teaching teams and academic staff in key student facing roles, to proactively monitor and identify students who may need additional support. The post holder will also provide advice to staff and students on the University’s regulations, policies and procedures, alongside wellbeing support processes and escalation routes. The role has a clear career progression pathway within the University’s student support framework and includes role specific training and development. The nature of the role means the postholder will need to be flexible and happy to be deployed to different academic departments as need arises.
Working at Durham
A competitive salary is only one part of the many fantastic benefits you will receive if you join the University:
You’ll receive 27 days annual leave per year in addition to 8 public holidays and 4 customary days per year - a total of 39 days. The University closes between Christmas and New Year.
We offer a generous pension scheme, and as a new member of staff you will be automatically enrolled into the University Superannuation Scheme (USS).
No matter how you travel to work, we have you covered. We have ample parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies. You can also take advantage of our cost-effective and environmentally friendly Tusker Car Benefit Scheme, allowing you to lease a brand-new electric or hybrid vehicle with savings on tax and National Insurance.
We have a genuine commitment to developing our colleagues professionally and personally. There is a comprehensive range of development courses, apprenticeships and access to qualifications and routes to develop your career in the University. All staff have dedicated annual time to concentrate on their personal development opportunities.
We provide wide-ranging health and wellbeing support including discounted membership for our state-of-the-art sport and gym facilities and access to a 24-7 Employee Assistance Programme.
Our on-site nursery is rated Outstanding by Ofsted, and you can access holiday camps for children aged 5-16.
Our family friendly policies, including maternity and adoption leave, are among the most generous in the higher education sector (and likely above and beyond many employers).
We offer all staff the opportunity to take part in volunteering activities to make a difference in the local community.
You can access exclusive discounts via our benefits portal including money off at supermarkets, high street retailers, IT products such as Apple, eating out and days out at various attractions.
Various salary sacrifice schemes are also available to help you take advantage of tax savings on benefits.
If you are moving to Durham, you may be eligible for help with removal costs, and we have a dedicated team who can help you with the practicalities such as house hunting and schools. If you need a visa, we cover most visa costs and offer an interest free loan scheme to pay for dependant visas.
Durham University is committed to equality, diversity and inclusion
Our collective aim is to create an open and inclusive environment where everyone can reach their full potential and we believe our staff should reflect the diversity of the global community in which we work. As a University equality, diversity, and inclusion (EDI) are a key part of the University’s Strategy and a central part of everything we do. We also live by our values and our Staff Code of Conduct. At Durham we actively work towards providing an environment where our staff and students can study, work and live in a community which is supportive and inclusive.
We welcome and encourage applications from members of groups who are under-represented in our work force including people with disabilities, women and black, Asian and minority ethnic communities. If you have taken time out of your career, and you feel it relevant, let us know about it in your application. If you are a candidate with a disability, we are committed to ensuring fair treatment throughout the recruitment process. We will make adjustments to support the interview process wherever it is reasonable to do so and, where successful, reasonable adjustments will be made to support people within their role.
What you need to demonstrate when you apply/Person Specification
When you apply it is important that you let us know what skills/experience you have from a similar role and/or what skills/experience you have which would make you right for this role. Further information about the role and responsibilities is at the end of this job description. Where a criteria has an asterisk* next to it, it may be given additional weighting when your application is considered.
Your application should cover the following criteria:
Essential Criteria
Qualifications/Experience
1. Five GCSEs at least Grade C or level four (or equivalent) including English Language and Mathematics or a Post-16 qualification or equivalent experience.
2. Experience and expertise in the development and delivery of services relevant to student support.
3. Experience of providing advice and guidance to a range of customers and colleagues.
4. Experience of implementing policies and procedures.
Skills/Abilities/Knowledge
5. Excellent spoken and written communication skills including the ability to develop effective working relationships, both internally and externally.
6. Strong digital competence across a range of digital devices and apps including [digital communication tools, Microsoft 365 applications, business systems].
7. Committed to continuing professional development.
8. Ability to plan and organise own workload and activities involving the service.
9. Ability to solve problems and decide on and plan appropriate solutions.
10. Ability to participate in networks to share and discuss good practice and exchange information.
How to apply
To progress to the assessment stage, candidates must evidence each of the essential criteria required for the role in the person specification above. Where there are desirable criteria we would also urge you to provide any relevant evidence. Please don’t forget to check if there is any weighted criteria (see above).
While some criteria will be considered at the shortlisting stage, other criteria may be considered later in the assessment process, such as questions at interview.
Submitting your application
We prefer to receive applications online. We will update you about your application at various points during the process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to ensure you receive all emails
What you are required to submit:
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A CV
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A covering letter or statement which shows examples of how you meet all of the criteria within the Person Specification
Contact details
If you would like to have a chat or ask any questions about the role, Michelle McLardie ([email protected]) or Carolyn Hammond ([email protected]) would be happy to speak to you.
Typical Role Requirements
Service Delivery
Contribute to equality, diversity and inclusion, and the University’s values.
Ensure that the University’s procedures and values are always reflected in all aspects of the service provided and adapt ways of working where this is not evident.
Provide specialist advice and make decisions to resolve problems relating to the services you are responsible.
Use your experience and problem-solving skills to investigate and resolve issues relevant to your role and make recommendations based on your findings.
Manage, maintain and monitor designated equipment and systems to ensure safety, security and compliance.
Provide the best possible service to staff, students and others who you work with by reviewing and making suggestions to improve the service.
Collect and record data and information accurately.
Organise and analyse data and statistics to ensure it is accurate and provide reports to senior colleagues.
Implement any changes or processes to ensure the accuracy and integrity of data and information.
Interpret and present information and data on student support activities within the Faculty Student Support Hub, providing
reports as required.
Draft relevant documents and guidance, including reports and information for SharePoint sites, as necessary.
Maintain an overview of student wellbeing issues and report any incidents as appropriate.
Support the welfare of our students and refer them to appropriate support services when necessary.
Planning and Organising
Plan and organise your workload to deliver the role
Manage the delivery of frontline student support services in different departments within the University.
Plan, manage and deliver assigned projects, activities and events in accordance with agreed objectives.
Seek feedback from staff, students and anyone else that you come across as part of your role ensure that the service is updated to meet customer expectations.
Communication/Liaison
Develop and improve services by taking part in meetings, communities of practice, working groups and committees.
Liaise with other service areas to ensure the most diverse and accessible delivery and promotion of projects, events and
initiatives.
Act as a first point of contact for student support queries and welfare issues, for one or more departments, for students,
academic and professional support staff liaising with Curriculum, learning and Assessment Service, the Colleges and
professional support services where necessary.
Build relationships with academic departments, Academic Offices, colleges, the Student Support and Wellbeing
Directorate and specialist student support services, networking internally through Faculty Student Support Hubs and
externally to share good practice, exchange information and work together on joint initiatives.
Draw on internal networks and relationships as above to increase your knowledge and skills, while swapping information
with peers.
Any other reasonable duties.
Please note that in submitting your application Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement Job Applicants/Potential Job Applicants - Privacy Notice which provides information on the collation, storing and use of data.
SECONDMENT
The post is full time and fixed term for a 12-month period and may be offered on an internal secondment basis subject to the agreement of the current line manager.
Durham University is a UKVI sponsor. Applicants who require sponsorship to work in the UK should note that not all roles are eligible. Further information on visa requirements and eligibility can be found on the UKVI website.
