Student Support Officer Apprenticeship

To provide exceptional customer service and a professional welcome to students, staff & visitors. The Student Support Officer ensures all enquiries—whether by phone, email, or face-to-face are handled in a timely and appropriate manner. The role supports a safe, inclusive, and high-quality learning environment while delivering efficient student services.

Requirements

• Ensure compliance with British Council, safeguarding, and GDPR requirements

Responsibilities

• Greet and welcome students and visitors
• Answer calls and emails, directing enquiries as needed
• Produce letters and certificates for students
• Prepare documents and reports for registration and student induction
• Enrol students and collect documentation promptly
• Maintain and update records in the Fidelo booking system
• Monitor daily attendance and issue warnings in line with policy
• Process authorised absence requests and holiday bookings
• Manage noticeboards and help prepare student ID cards
• Assist the Student Support Manager and Admissions team with collection of outstanding fees
• Report maintenance issues as required
• Participate in emergency phone rota and attend relevant training
• Collect and monitor feedback from students and liaise with the management team to implement changes if necessary

Accommodation Responsibilities

• Allocate and confirm accommodation bookings; send accommodation confirmations and monitor response
• Maintain accommodation records and produce regular bed management reports
• Support efforts to maintain full occupancy and manage arrival/departure logs
• Conduct health and safety checks in residential properties as directed
• Liaise with hosts and students to ensure good standards and effective communication
• Book airport transfer and send confirmations

Safeguarding & Welfare Responsibilities

• Act as a point of contact for under-18s and promote and monitor students’ welfare
• Monitor welfare concerns, liaising with academic and support teams as required
• Log welfare interactions and report/escalate issues promptly in line with NCG policies
• Support behavioural case management related to accommodation
• Work flexibly, including evenings and weekends during peak periods

Activities Responsibilities

• Organise social activities, trips and events, both inside and outside the school
• Promote activities via posters, social media, and the student app
• Track participation and manage budget
• Liaise with agents, group leaders, and suppliers
• Complete risk assessments and make sure policies are followed