Details
1121879
University of Northampton
09/11/2026
2 Months
22 hours per week - Monday to Friday
Smart Casual
Pay
£13.45
£1.96
Description
Role
Overall Purpose
This role is temporary until December 2026 in the first instance. Although an extension beyind that may be possible, this will be dependant on need and available budget.
To be part of the University’s Student Support and Advice Team supporting students throughout their studies from Welcome Week to Graduation by providing a holistic and accessible service. To act as the first point of contact for all student queries, effectively triaging and resolving queries by providing initial information, signposting and support to students, thereby working to support student retention, progression and achievement.
To work with the wider Student Support and Advice Team including the Student Support Officers, Academic Advisers and Academic, Professional Services and Student Services in order to contribute towards outreach strategy, supporting vulnerable students and those at risk of withdrawal.
To utilise data, systems and processes to identify students in need of support and advice across the University of Northampton.
To be a Champion in a key area related to a student support matter (e.g. Wellbeing, Suicide Prevention, Equality and Diversity, Domestic Violence, Care-Experienced Young People), enhancing the student experience.
Duties and responsibilities
• Lead on the planning and daily processes regarding a number of key processes within the Student Support and Advice Team, including but not limited to - Mitigating Circumstances, including Extensions and Deferrals, -Engagement Monitoring, - Withdrawals, -Study Breaks and Restarts
• To use Student Records System along with Engagement Monitoring Processes to identify students with low engagement and provide initial outreach to students at risk of withdrawal or academic failure.
• To review student communications based on proactive outreach and refer and escalate students in need of additional support.
• To support students with the completion of and queries regarding processes with Student Support and Advice and provide guidance regarding next stages of these processes.
• Support the successful delivery of SSAT operations by completing work to agreed standards and timescales and in alignments with policies and procedures.
• Maintain and update electronic student records with the use of student records and communication systems, ensuring records of student interactions, referrals and outcomes are maintained and used appropriately.
• To contribute towards online materials to support and advise students on the University’s Academic and Student Regulations, Policies and Procedures, including Frequently Asked Questions.
• To escalate any welfare or safeguarding concerns to the Team Leader - Outreach and Engagement, Student Support and Advice Manager or Student Welfare and Safeguarding Advisers as appropriate.
• Demonstrate a consistent commitment to high quality customer service.
• Ensure data input is of the highest quality, accurate and up to date.
• Be an expert user of University software, systems and procedures of the SSAT.
• Take responsibility of the quality of own advice and support given to students and staff.
• Resolve standard problems and issues and refer to senior colleagues where appropriate.
• Act as an effective team member and mange own diary and workload including identifying and managing times of peak workload.
• Participate in cross-departmental and institutional activities (e.g. ceremonies, clearing, VIP days, open days).
• Ensure that communications to, and information sharing with internal and external stakeholders takes place in a timely manner.
• Contribute to departmental meetings/working groups associated with the SSAT.
• Develop a good working relationship with other areas of the University, particularly Student Services, Student Administration and Admissions.
• To take minutes for meetings when required.
• The post holder will be expected to undertake other responsibilities and tasks as reasonably requested by the Team Leader - Student Outreach and Engagement or Student Support and Advice Manager.
• The post holder will be responsible and accountable for ensuring all employment legislative requirements are adhered to including equality and diversity and health and safety issues.
• The job description may be altered at any time in the future in line with the level of the post to meet changing institutional requirements, but only in full consultation with the post holder.
Skills and experience
Qualifications
1 5 GCSEs at Grade C/4 or above, or equivalent.
2 Willingness to undertake further education and/or training and development.
Skills, Knowledge and Experience
3 Experience in delivering consistent and high-quality customer service.
4 Ability to use discretion and initiative to identify first line problems or difficulties, referring to supervisor for assistance as necessary.
5 Experience of adhering to procedures, precedents, policy or legislation.
6 Experience of advising on and implementing process improvements.
7 Experience of managing busy workloads and competing priorities.
8 Demonstrable experience of relevant systems such as databases and Microsoft Office suite.
9 Proven experience of working in a Higher Education setting.
Personal Qualities
10 Excellent, effective and clear written and verbal communication skills.
11 Accuracy in handling data and understanding of data protection regulations.
12 Demonstrable evidence of effective working with other teams and team members.
13 Willingness to take on new developments and ability to adapt to organisational change and technological advances.
14 Ability to work independently and accurately.
15 Integrity and professionalism, demonstrating a commitment to ethical standards, confidentiality, and the University’s values of inclusivity, trust, sustainability and aspiration.
Location
Waterside Campus
Additional information
Please apply with a CV and cover letter that provides clear and specific examples to illustrate how you meet each essential criterion. Applicants that fail to do so will not be shortlisted.