Frontline Support and Guidance Officer

About the Role

This role provides a skilled information, support and guidance service to applicants and students on a range of student welfare issues, with an emphasis on high quality customer experience and a bespoke approach to each individual. The ability to understand and retain complex information, and the skills to communicate new or difficult concepts to students are key to this role.

The role involves being a first responder where students are experiencing a mental health crisis, where there is risk of serious harm to self or others and in a range of situations where a person’s welfare, legal status, health or safety is imminently at risk. As such, the ability to remain calm and functioning when dealing with people in distress is essential.

The successful candidate expected to start as soon as possible. This is a student facing role and the successful candidate will be required to work in the office Monday to Friday.

About you

The successful candidate will have excellent interpersonal skills, a high standard of written English and experience of working with students in a frontline setting.

About the service

The Advice and Counselling Service is a multidisciplinary student support service offering counselling, psychological support, psychiatry clinics, welfare advice, financial advice, immigration advice and a Sexual Assault and Harassment Advice. The service is one of the constituent departments in the Directorate of Student Experience.

The service currently employs 42 staff plus a small number of counselling trainees and associates.

The Service has five staff teams: Frontline team, Counselling team, Mental Health team, Welfare Advice team and Sexual Assault and Harassment Advice team.

About Queen Mary

At Queen Mary University of London, we believe that a diversity of ideas helps us achieve the previously unthinkable.

Throughout our history, we’ve fostered social justice and improved lives through academic excellence. And we continue to live and breathe this spirit today, not because it’s simply ‘the right thing to do’ but for what it helps us achieve and the intellectual brilliance it delivers.

We continue to embrace diversity of thought and opinion in everything we do, in the belief that when views collide, disciplines interact, and perspectives intersect, truly original thought takes form.

Benefits

We offer competitive salaries, access to a generous pension scheme, 30 days’ leave per annum (pro-rata for part-time/fixed-term), a season ticket loan scheme and access to a comprehensive range of personal and professional development opportunities. In addition, we offer a range of work life balance and family friendly, inclusive employment policies, flexible working arrangements, and campus facilities including an on-site nursery at the Mile End campus.

Queen Mary’s commitment to our diverse and inclusive community is embedded in our appointments processes. Reasonable adjustments will be made at each stage of the recruitment process for any candidate with a disability. We are open to considering applications from candidates wishing to work flexibly.

Valuing Diversity & Committed to Equality

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