Cambridge Education Group
Student Support Officer
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What are we looking for?
We are currently looking for a Student Support Officer to join our new centre, The Bridge at Northumbria University.
The Bridge
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
Student Support and Welfare
- 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.
Student Engagement and Administration
- 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.
Partnership and Team Support
- 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.
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Other duties
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.
Person Specification
Education
- HND, degree or equivalent qualification or relevant work experience (essential).
- Training in student support, safeguarding, advice and guidance or customer service (desirable).
Experience
- 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).
Skills and Attributes
- 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 escalate 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).
What does Cambridge Education Group do?
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.
Why will you love working here?
Whether you work in one of our OnCampus or Managed Campus centres, in CEG Online supporting one of our many partner universities, or as part of one of our central service functions you will find a friendly, fast-paced and supportive work environment created by our diverse range of colleagues.
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Employee Values
At Cambridge Education Group we believe that in living our values every single day we Achieve More for everyone around us, and in so doing makes it a great place to work.
- Expert – Each individual strives to demonstrate expertise in everything they do, from previous experiences or acquiring new, relevant skills and know-how. We are great at sharing our knowledge to help our students, fellow colleagues and partners Achieve More.
- Authentic – Our actions are taken, and decisions made, in line with our vision and mission; we trust everyone to do the right thing and deliver what they say they will through genuine, open and honest dialogue. We bring our whole selves to work, maximising our diversity to Achieve More.
- Innovative – We continually improve all aspects of what we do, being solution-focused to affect change on our path to Achieve More. All colleagues share their ideas, big and small, and are flexible to new practices, approaches and ways of working.
Benefits
- Perkbox (includes hundreds of discounts on brands)
- Employee Assistance Program (EAP) – giving caring and compassionate support to all staff, as well as a dedicated Mental Health Support Network.
- Private Medical
- Life Assurance
- Cycle to work scheme
- Car Leasing
- Discounts with childcare providers during School holidays
- Staff Discount on CEG Digital courses
- Mentoring scheme
- Enhanced annual leave entitlement
Note:
CEG is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all colleagues to share this commitment. All successful candidates will undergo background checks in the required countries. Where roles have direct contact with children, including all OnCampus centre-based roles, this will include ID, qualification and reference checks, criminal record checks including an Enhanced Disclosure (or equivalent) in line with safeguarding requirements and our Safeguarding and Prevent Policy (including Children Protection). Any offer of employment is subject to all checks being satisfactory. The Company also expects all colleagues to share the Company’s commitment to Equal Opportunities within the workplace.
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