Student Support Officer - Extenuating Circumstances
University of Glasgow – Management Professional & Administrative – Grade 5, £28,031 – £31,236 per annum – fixed term up to 12 months – 10 December 2025 – 7 January 2026 (Closing)
Job Purpose
Led by the University’s Wellbeing function, the Student Support Officer Extenuating Circumstances (SSOECs) will help students to be successful learners, by providing first‑line support, encouraging and helping students to resolve issues and difficulties, and signposting them to sources of information, advice and guidance in relation to their studies, wellbeing and future lives and careers. The post holder will ensure the efficient processing of extenuating circumstances claims by checking the validity of a claim and signposting to related wellbeing support, sharing relevant insight and knowledge of the student journey to inform the ongoing development of student support across the institution. They will collaborate with colleagues to promote university‑wide initiatives, supporting shared values and promoting ambition and excellence.
Main Duties and Responsibilities
* Review and triage extenuating circumstances claims, checking validity and identifying wellbeing needs and connecting students with appropriate support using well‑established referral routes.
* Provide a wide range of advice, information and first‑line support to students, resolving issues independently and referring/escalating to appropriate services and personnel.
* Contribute to continual process improvement based on observations and experiences of the extenuating circumstances process and system.
* Support the identification of trends when reviewing claims and engaging with students, sharing observations with the SSO Management Team.
* Keep abreast of self‑help resources and services available across student services and beyond, to signpost students effectively.
* Build effective relationships to deliver services in partnership across the institution, including within Student and Academic Services and the wider student support team within the local school. Forge relationships with external agencies (e.g., Student Representative Council) to supplement student support.
* Provide support to School Student Support Officers as service flexes to demands of student enquiries.
* Any other duties reasonably required as the service develops.
Knowledge, Qualifications, Skills and Experience
Essential
* 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.
* 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 at all times.
* C3 Effectively plan 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‑oriented 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.
Desirable
* B1 Awareness of issues relating to disabilities.
* B2 Knowledge of Student Finance and Funding Sources.
* B3 Trained in Mental Health First Aid Skills.
* F1 Experience of working in Higher Education.
Terms and Conditions
Salary will be Grade 5, £28,031 – £31,236 per annum. This post is full time and fixed term for up to 12 months from the start date.
As a valued member of our team, you can expect: a warm welcoming and engaging organisational culture; an excellent employment package with generous terms including 41 days leave for full time staff, pension, benefits and discount packages; a flexible approach to working; a commitment to support your health and wellbeing, including a free 6‑month UofG Sport membership for all new staff.
Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from people from the BAME community and other under‑represented groups. The University promotes and embeds all aspects of equality and diversity within our community. We endorse the principles of Athena Swan and hold bronze, silver and gold awards across the University.
Closing date: 23:45 on Wednesday 7th January 2026.
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