About Company
Oxford Brookes University is a leading modern university with a global reputation for teaching excellence and innovation, located in the historic city of Oxford. We are committed to providing an exceptional student experience, fostering a vibrant and inclusive community where every student can thrive academically and personally. Our dedicated staff play a crucial role in creating a supportive environment that enables students to achieve their full potential. Join our diverse and dynamic team, and contribute to a university that values professionalism, creativity, and a student-centered approach.
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Job Description
We are seeking a highly motivated and empathetic Student Support Officer to join our Student Central team. This vital role is at the forefront of enhancing the student experience by providing comprehensive guidance, support, and advice to a diverse student body. The Student Support Officer acts as a primary point of contact for students, addressing a wide range of enquiries from academic concerns and welfare issues to financial advice and general university processes. You will be instrumental in signposting students to appropriate specialist services within the university and external organisations, ensuring they receive the best possible assistance. This role demands excellent interpersonal skills, a proactive approach to problem-solving, and a genuine commitment to student well-being. If you are passionate about making a positive impact on students’ lives and contributing to a supportive educational environment, we encourage you to apply.
Key Responsibilities
- Provide front-line, comprehensive advice and guidance to students on a wide array of topics including academic regulations, welfare concerns, accommodation, and financial queries.
- Act as a referral point, effectively signposting students to appropriate internal university services (e.g., counselling, disability services, careers) and external agencies.
- Assist students with navigating university processes, policies, and procedures, ensuring clarity and understanding.
- Handle sensitive and confidential information with discretion and professionalism, adhering to data protection guidelines.
- Respond to student enquiries via email, telephone, and in-person, maintaining a high level of customer service.
- Participate in the development and delivery of student induction programmes, workshops, and informational sessions.
- Collaborate closely with academic departments, student services, and other university staff to ensure a cohesive support network for students.
- Maintain accurate and up-to-date records of student interactions and support provided, utilising university CRM systems.
- Identify trends in student enquiries and feedback, contributing to the continuous improvement of support services.
Required Skills
- Excellent interpersonal and communication skills, both written and verbal, with the ability to engage effectively with a diverse student population.
- Demonstrable experience in a customer service or support-oriented role, ideally within an educational or public sector environment.
- Strong organisational skills with the ability to manage multiple priorities and work effectively under pressure.
- A empathetic and patient approach, with the ability to listen actively and offer appropriate support and advice.
- Proficiency in using IT systems, including Microsoft Office Suite and experience with database or CRM systems.
- Ability to work independently and as part of a team, contributing positively to a collaborative work environment.
Preferred Qualifications
- A degree or equivalent qualification in a relevant field (e.g., education, social sciences, psychology).
- Knowledge of the higher education sector and student support services within a university context.
- Experience in crisis intervention or supporting individuals facing complex challenges.
- Mental Health First Aid certification.
Perks & Benefits
- Generous annual leave allowance.
- Excellent pension scheme.
- Opportunities for professional development and training.
- Access to university facilities including libraries, sports centre, and discounted courses.
- Employee assistance programme for staff well-being.
- A vibrant and diverse working environment in the historic city of Oxford.
- Family-friendly policies and flexible working options where appropriate.
How to Apply
Interested candidates are encouraged to apply by clicking on the application link below. Please ensure your CV and cover letter clearly outline your relevant experience and how you meet the requirements of this role. We look forward to receiving your application.
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