Student Support & Welfare Officer
Fairfield School of Business (FSB) is a community‑focused higher education provider offering high‑quality, industry‑relevant qualifications across London, Birmingham, Leicester and Sheffield. We are seeking a Student Support & Welfare Officer to provide direct pastoral and welfare support to students, enhancing engagement and wellbeing across all campuses.
Overall Purpose of the Role
The Student Support & Welfare Officer serves as the key point of contact for students, offering confidential advice, guidance and referrals to internal or external services. The role supports a student experience that is inclusive, accessible, and supportive of all learning and wellbeing needs.
Key Responsibilities
* Act as the first point of contact for students seeking support with administrative, personal, welfare or wellbeing concerns, providing confidential, impartial and non‑judgmental advice.
* Monitor student engagement and attendance to identify at‑risk students and provide early support or intervention.
* Assist students with applications to the Student Loan Company and related queries.
* Support policy procedures for Extensions, Mitigating Circumstances, Appeals, Withdrawals and Complaints.
* Maintain accurate, GDPR‐compliant records of student interactions.
* Provide confidential advice on mental health, housing, financial hardship, bullying, harassment and general wellbeing.
* Collaborate with internal departments and external agencies to ensure students receive needed support.
* Contribute to the delivery of induction, wellbeing workshops and student engagement activities.
* Conduct Student Support Interviews and implement reasonable adjustments for students with special needs.
* Assist students in applying for Disabled Student Allowance and related support.
* Engage in continuous professional development (CPD) and capture student voice.
* Carry out any other duties required by the department.
Person Specification
Essential
* Previous experience in a customer‑facing or client‑facing role.
* Excellent interpersonal and communication skills with empathy and confidentiality.
* Strong organisational and record‑keeping skills.
* Calm attitude under pressure when dealing with challenging situations.
* Ability to work collaboratively within a team and support students’ pastoral and learning needs.
* Adherence to established processes, policies and guidelines.
* Flexibility to work evenings and weekends.
* Commitment to FSB values: education through excellence, accountability, professionalism, widening access and equality of opportunity.
Desirable
* Bachelor’s degree or equivalent professional qualification, ideally in customer service, events, mental health, social work, education or teaching.
* Experience working in higher education.
* Knowledge of student issues such as mental health, disabilities, neurodivergence and social needs.
* Experience supporting events or delivering workshops.
* Knowledge of relevant policy (Data Protection, Safeguarding, Equality, Diversity & Inclusion).
Employment Details
Job Type: Full‑time, Permanent
Work Location: In person on campus (London, Birmingham, Leicester or Sheffield)
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