Student Support Officer

Job Description


Job Purpose
Led by the University’s Student Support and Wellbeing function and based within one of the 4 Colleges as an integral member of the College student support team, the Student Support Officers (SSO) will help students to be successful learners, by providing first line support as a listening ear, encouraging and helping students to resolve issues and difficulties, and signposting them to sources of information, advice and guidance in relation to their studies, their wellbeing and their future lives and careers.
The post holder will ensure the effective day-to-day running, coordination and seamless delivery of student support and wellbeing provision so that students can access the support they need and when they need it in their local context.
They will share relevant insight and knowledge of the student journey to develop student services across the institution and collaborate with colleagues to promote University wide initiatives, that support our shared values and promote ambition and excellence.
Main Duties and Responsibilities
1. Provide a wide range of advice, information and first line support to students, resolving issues independently and referring/escalating to the appropriate services and personnel.
2. Facilitate referral routes and effectively triage student enquires to other services where and when appropriate (including Finance Office, Careers, Counselling & Psychological Services, Disability Services, Learning Enhancement and Academic Development Service, International Student Support, Global opportunities and Advisors of study).
3. Develop, promote and facilitate a communications calendar to highlight services and initiatives at points in the academic year. Make full use of social media, Moodle, website and other media used by students.
4. Keep abreast of the range of self-help resources and services available from student services to signpost students effectively.
5. Work with Student Support and Wellbeing and the School Advisory Service, to act as a point of contact for student's identified as at risk. Develop awareness and understanding of University policies to ensure continuity of support for students, and adoption of best practice throughout Services and the School.
6. Work in partnership with services to gather regular student feedback, record and monitor service satisfaction and impact. Use this feedback to make recommendations for service improvement in the interest of the student experience.
7. Build effective relationships to deliver services in partnership across the institution and residences, including within Student and Academic Services and the wider student support team within the local school. Forge effective working relationships with external agencies (such as Student Representative Council) to help supplement student support.
8. Any other duties that might be reasonably required as the service develops.
Knowledge, Qualifications, Skills and Experience
A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills through personal development and progression in a similar role(s). Or Scottish Credit and Qualification Framework level 7 (SVQ level 3, HNC) or equivalent, and experience of professional development in a similar role.
A2 Sound knowledge of higher education regulations, processes and student support services.
A3 Awareness and understanding of student needs in Higher Education.
B1 Awareness of issues relating to disabilities.
B2 Knowledge of Student Finance and Funding Sources.
B3 Trained in Mental Health First Aid.
C1 Excellent communication and interpersonal skills with the ability to build good working relationships with internal and external stakeholders.
C2 A proven ability to remain calm, demonstrate empathy and be professional in a crisis.
C3 Effectively plane and organise own workload and demonstrate excellent time management skills ensuring agreed timescales are consistently met.
C4 Proven ability to be proactive, creative, innovative and inclusive, ensuring an efficient approach to working practices, both autonomously as well as part of a team.
C5 Effective IT skills.
C6 Ability to maintain confidentiality and deal sensitively with related issues/ individuals, with tact, diplomacy and empathy.
E1 Experience of working in an advisory capacity in a service-orientated role with the ability to identify a range of complex issues, assess situations and provide appropriate guidance and support, escalating where appropriate.
E2 Experience and track record in delivering excellent customer service.
E3 Experience of interpreting and applying regulations.
E4 Delivering presentations, workshops and promoting services both face to face and online, with experience of online delivery, through platforms such as Zoom, MS Teams and popular social media channels.
E5 Reviewing processes and procedures and identifying areas for improvement.
F1 Experience of working in Higher Education.
Terms & Conditions
Salary will be on the Management, Professional and Administrative Grade, level 5, £22,417 - £26,715 per annum, pro rata for part time positions.
The University is looking for 15 Student Support Officers. 13 full-time & 2 part-time, across the University Service and 4 College areas:
University Service – 2 full-time
MVLS – 2 full-time; 2 part-time
CoSE – 3 full-time
CoSS – 3 full-time
Arts – 3 full-time
Applicants should include in their cover letter any relevant interests, experience or preferences that might help the panel understand which School or College, or Service their skills would be suited to.
It is anticipated that interviews will take place across a 3 week period to mid-July.
Please note the interview process will consist of 2 stages: interview and assessment centre.
New entrants to the University will be required to serve a probationary period of 6 months.
The successful candidate will be eligible to join the National Employment Savings Trust (NEST) Pension Scheme.
Vacancy reference: 059170; closing date: 13 June 2021.
It is the University of Glasgow’s mission to foster an inclusive climate, which ensures equality in our working, learning, research and teaching environment.
We strongly endorse the principles of Athena SWAN, including a supportive and flexible working environment, with commitment from all levels of the organisation in promoting gender equality.
The University of Glasgow, charity number SC004401.

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