The purpose of the role is to support students within non-academic areas within the College, including attendance monitoring, induction and registration, accommodation, welfare and well-being and immigration support. The Student Support Officer is responsible for carrying out and supporting colleagues with the above activities. To do this well, the team needs to maintain and build a strong network of contacts and relationships.

The team contributes to the overall objective of the College— “preparing international students to progress and thrive at the University of Sheffield through successful completion of their programme” –by ensuring that student issues are dealt with quickly and effectively, in order to ensure their full engagement with their course. This will be done by supporting them to live independently, safely and healthily in the UK, through communication and collaboration with a variety of teams and stakeholders, both inside and outside the College.


Daily tasks will include (but are not limited to):

  • Attendance 
  • welfare 
  • Safeguarding 
  • accommodation 
  • visas/immigration 
  • student finance (including, bookings, refunds, payments, debt chasing)
  • Virtual Reception maintenance and content creation
  • Reception duties
  • Contributing towards the ongoing monitoring of the quality of the above services and related procedures, and providing ideas for improvement and identifying where problems exist
  • Communicating in a timely and professional manner with internal colleagues, related to welfare, attendance and Safeguarding issues, and ensuring related records are kept up to date
  • Providing student support through the reception and other student-facing environments through the provision of consistent, accurate and friendly customer service, identifying problem areas that lead to poor service, regular contribution to review of the service 
  • Gaining an in-depth understanding of departmental policies and procedures such as Special Circumstances, Appeals, Complaints, Attendance, visa renewals, welfare management 
  • Participation in team events and activities including registration, arrivals, induction, activities and events
  • Communicating in a timely and professional manner with external stakeholders including College Guardians, accommodation providers, Study Group colleagues in the UK and overseas
  • Support for the organisation of arrangements for Study Group marketing and agent visits
  • Providing resources and support for other teams, as required 
  • To carry out any duties, as required by the Senior Leadership Team
  • To carry out any duties, as required by the Senior Leadership Team

    The successful candidate for this role is expected to demonstrate that they have skills and prior experience in the following areas:

    Interpersonal and customer service skills and experience

  • Active listening skills 
  • Excellent communication skills and the ability to communicate with a variety of stakeholders, written and verbal, internal and external 
  • Cultural appreciation and empathy skills 
  • Customer service skills and experience 
  • Pleasant and professional manner
  • Organisation and planning

  • Good time management 
  • Ability to prioritise work 
  • Problem-solving

  • Ability to solve customer’s problems by thorough investigation
  • Consistently follow-through of customer’s problems
  • Data and IT

  • Good IT and data management skills including competency in Excel, Outlook, PowerPoint, Word, and a willingness to learn and adopt new technologies
  • Ability to extract reports from a database and interpret high-level data or a willingness to learn
  • Attention to detail and consistency

  • Following agreed policies and procedures 
  • Diligent record-keeping 
  • Willingness to learn about other team’s functional areas and the wider context in which we work
  • Performance-focussed, team player

  • Willingness to structure your work in order to support student progression, and generate new ideas which will improve performance
  • Desire to work within a team where continual improvement is required 
  • Willingness to work collaboratively within a team and across functional areas, adopting a flexible working style
  • Desired but not essential

  • Chinese speaker
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