Student Success Officer in London

Overall purpose: Student Success Officers (SSOs) are the front-facing staff at the sites that make up the Regent College London campus. Staffing the Reception Desk, SSOs have the responsibility of providing customer service for all Regent students, staff, and visitors. The SSOs will provide advice and guidance to students and staff on a variety of topics in person and via email. A key role for the SSOs is dealing with queries while signposting students to the correct service. SSOs are the main onsite support service and therefore work closely with all professional and academic teams to ensure a seamless student experience and referral process.

In addition, SSOs are expected to take ownership of student queries from first contact through to resolution, following up where needed and liaising with the relevant teams to ensure the student receives the right support. Reception duties and administration are key elements of the role, including taking deliveries, showing visitors around the site, and using Microsoft packages to complete administrative tasks. SSOs support the Campus Operations Manager and Assistant Campus Manager in the day-to-day operational running of the site, including tasks like opening and closing the building, conducting inspections of the site, and reporting maintenance issues to the Facilities Team.

Excellent customer service is an underpinning requirement for this position along with the ability to communicate effectively with our customers and maintain systems in an accurate and timely manner.

Specific duties and responsibilities:

• Ensure an excellent level of customer service is embedded throughout the site.
• To ensure a daily smooth running of the operation within the department by communicating effectively within and with other departments, as well as supporting any necessary changes to ensure seamless customer service.
• Act as first point of contact for the site, supporting students with queries, handling correspondence, liaising with relevant staff, and greeting visitors.
• Provide advice and guidance to students and staff in person and via email, and signpost to the correct service where required.
• Take ownership of student queries from first contact through to resolution, including following up with the relevant teams where needed.
• Engage with students in communal spaces as well as at reception to provide visible on-campus support.
• Support attendance by contacting and following up with students who are not in class where requested, and escalating any concerns in line with internal procedures.
• Conduct daily tasks like updating digital boards, responding to emails, and completing agreed daily campus checks.
• Maintain the condition of the site, obtain authorisation, and arrange for necessary repairs liaising with the Facilities Team.
• Monitor the day-to-day classes for the relevant campus, chase up tutors if late, and maintain records of any issues.
• Oversee that the required resources are made available to all academic staff and students before the start of classes.
• Provide administrative support to the Campus Operations Manager with daily operations.
• Carry out delegated tasks for other professional services teams when required, including administrative work and proactive call campaigns.
• Support on-campus events and operational activity, including putting up posters/signage, preparing rooms, and liaising with academic and professional services teams where required.
• Complete daily, weekly, and monthly building checks as required, covering immediate safety, cleanliness, and campus presentation, and record outcomes accurately.
• Ensure the Health and Safety folder, incident logs, and compliance records are checked, updated, and maintained to the required standard.
• Log issues, incidents, and maintenance requests promptly and escalate appropriately.
• Maintain a basic understanding of fire procedures, lockdown procedures, and incident escalation routes for the campus.
• Know assembly points and key equipment locations and act calmly and clearly during emergencies in line with instructions.
• Liaise with school management to ensure provision of teaching and assessment, including checking facilities, available resources, and room bookings.
• Act as first aider and fire marshal.
• This is a shift-based role. Shift patterns may vary to meet business needs across campus opening hours.
• Campuses operate 08:00–21:30 Monday to Thursday and 08:00–18:00 at weekends. Staff may be required to work across these hours on a rota basis across multiple sites.

Person Specification

EXPERIENCE & PERSONAL QUALITIES

• Essential: Customer service experience.
• Enthusiastic, organised, and able to work at pace.
• Able to manage multiple queries and prioritise workload effectively.
• Confident communicating with students and staff, including in challenging situations.
• Reliable, professional, and able to maintain accurate records.

TECHNICAL KNOWLEDGE & SKILLS

• Essential: Microsoft packages.
• Accurate record keeping and confidence using internal systems.
• Desirable: Microsoft Dynamics, Power Automate.

Compliance Statement: Successful applicants will be required to complete pre-employment checks, including a criminal records check, two references, ID and Right to Work verification, and education confirmation. We are an equal opportunity employer and value diversity and inclusion; selection for employment is based solely on an individual’s skills, qualifications, and experience relevant to the role.