Student Support Officer

We are currently looking for a Student Support Officer to join our new centre, The Bridge at Northumbria University.

The Bridge is a partnership between Cambridge Education Group (CEG) and Northumbria University that aims to transform access to higher education by supporting students from a wide range of backgrounds to realise their potential. Combining high-quality teaching, personalised support and a strong sense of community, The Bridge provides an alternative entry route into higher education and creates opportunities for learners who might otherwise be excluded from university study.

Through this approach, The Bridge seeks to improve educational attainment, support social mobility and enable more students to progress successfully to a Northumbria University degree.

Key responsibilities of the Student Support Officer include:

• Act as a friendly and approachable first point of contact for student enquiries, providing timely information and support.
• Support students throughout their journey from enrolment to progression, helping them access appropriate services and resources.
• Provide initial support for welfare and wellbeing concerns, referring students to specialist teams where required.
• Maintain accurate and confidential records of student interactions, support cases and referrals.
• Promote a safe, inclusive and supportive learning environment for all students.

• Coordinate student enrolment, induction and other key activities throughout the academic year.
• Monitor student attendance and engagement, following up with students and escalating concerns in line with agreed processes.
• Organise and support student events, workshops and enrichment activities that help build confidence, belonging and community.
• Contribute to student communications, handbooks, guidance materials and other information resources.
• Maintain accurate student data and prepare routine reports as required.

• Work collaboratively with colleagues across CEG and Northumbria University to ensure students receive joined-up support.
• Contribute to surveys, quality processes and continuous improvement activities.
• Assist with complaints and student queries in accordance with established procedures.
• Undertake other duties commensurate with the grade and nature of the role.
• Undertake other duties consistent with the nature and level of the role to support the effective operation of The Bridge.

• To undertake other duties not specifically stated above, which from time to time are necessary for the effective performance of the business without altering the nature or level of responsibility involved.

• HND, degree or equivalent qualification or relevant work experience (essential).
• Training in student support, safeguarding, advice and guidance or customer service (desirable).

• Experience working in a customer-facing, student-facing or support role (essential).
• Experience providing support or guidance to individuals from a range of backgrounds (essential).
• Experience working with confidential information and maintaining accurate records (essential).

• Excellent interpersonal and communication skills, with the ability to build positive relationships with students and colleagues (essential).
• Good organisational skills and the ability to manage a varied workload and meet deadlines (essential).
• Ability to listen sensitively, maintain professional boundaries and seek support or elevate concerns when appropriate (essential).
• Competent user of Microsoft 365 and able to learn new systems quickly (essential).
• A proactive, approachable and collaborative attitude, with a genuine commitment to supporting student success (essential).
• A commitment to equality, diversity, inclusion and safeguarding (essential).

Please see attached job description for further job role information.

Cambridge Education Group is an international education provider that offers a range of services such as Pathway and Pre University Programs, Pre University Education, Preparatory education through foundations and master’s programmes, English Language courses, University application guidance along with creating Internship opportunities.

Whether you work in one of our On Campus or Managed Campus centres, in CEG Online supporting one of our many partner universities, or as part of one of our central service…