Job Description

Oxford Student Support Services
Line Manager:
Student Services Manager & Campus Principal
London Campus, Windermere House, Kendal Avenue Park Royal, London W3 0XA Map View
Salary Scale:
£20,394 to £22,285

The Role

The post-holder will be the main point of contact for general pastoral support and welfare enquiries from students and will take the lead on welfare, prevent and safeguarding at the campus. Using your communication skills, you will connect and build a rapport with a wide range of stakeholders and respond appropriately to their needs. Key responsibilities include supporting, recruitment, learning retention, and success through ensuring a positive learner journey and experience.

Overall Responsibilities

  • To be the main point of contact for general welfare enquiries from students and staff and will take the lead on welfare and safeguarding at the campus
  • To work with colleagues across the College to ensure students are fully supported, with any barriers to learning dealt with promptly and effectively.
  • To liaise with external agencies to ensure students receive the best possible support in order for them to achieve their maximum potential.
  • To provide and/or coordinate specialist support or reasonable adjustments that students may need to remove barriers to learning including disabilities or special needs.
  • To be a campus Prevent and Safeguarding Officer
  • Flexibility across weekends as this is the busiest time of the week for the organisation

Student Support Responsibilities

  • To provide a front-line support service for student issues
  • To help students with their problems, one-to-one or in groups, so that they are able to continue with their education.
  • To record accurate information about all interventions to support students
  • To liaise with the Counselling Team, Student Services and other OBC departments, as appropriate, to ensure that necessary referrals and interventions are made efficiently and professionally.
  • To identify and escalate important or urgent issues to the appropriate support services using triage skills.
  • To provide students with information, advice and support regarding a range of personal, academic and pastoral concerns through scheduled sessions and drop-ins., and signpost as appropriate.
  • Assessment of individual students’ needs with the development of an Individual Support Plan (ISP) and making recommendations for on-going support.
  • To keep accurate records and statistics and sharing information colleagues as required.
  • To create a range of information and guidance materials and workshops for students and staff that will be delivered in a variety of ways: on the phone, in person and online.
  • To communicate with students and staff in an effective manner.
  • To keep up to date on policies, issues, and legislation regarding personal, pastoral, and academic matters.
  • To develop and maintain a close operational collaboration with other departments, facilitating and engaging in key events and activities, such as orientations, social and wellbeing events.
  • To make contributions to the continuous quality improvement plan by collecting and reviewing feedback from students and staff.
  • To support and facilitating the Student Voice

Student Welfare Responsibilities

  • To remain within service boundaries, including compliance with confidentiality and General Data Protection Regulation (GDPR).
  • To determine how to respond to queries, which processes to use and to whom to direct queries
  • To provide information and advice about student welfare services at the College to all students during induction and throughout the academic year.
  • To manage incident reporting channels
  • To take measures to prevent problems from reoccurring
  • To provide workshops and resources that encourage students to develop a mindful attitude toward their studies to embed wellbeing and mental health resilience into the student experience
  • To manage of student welfare processes and provision of management information requires the efficient and proactive use of the Student Information System (SIS

Person Specification





Experience of working in a similar role

Experience or training in information advice and guidance (IAG)

Training in student support and welfare provisi


  • Diagnostic skills

  • Effective communication

  • Basic numerical and analytical skills

  • Basic IT skills and the aptitude to learn new systems

  • Time Management

  • Microsoft Office (Basic)

  • Microsoft Office (Advanced)

  • Prioritise workloads and plan to meet deadlines

Willing to undertake training as required


  • Level 3 qualification(s) e.g. A’ level(s)

  • Undergraduate degree in any subject

Personality Attributes

  • Result Oriented
  • Enthusiastic 
  • Aptitude for learning
  • Trustworthy
  • Team player
  • Friendly
  • Honest
  • Diligent
  • Intelligent
  • Dedicated
  • Committed

This list is not exhaustive, and the postholder may be required to undertake other such duties as determined by the College in consultation with the postholder to ensure the continual progress of the College.