Frontline Support and Guidance Officer

About the Role

We are seeking a skilled Frontline Support and Guidance Officer to join our multidisciplinary Advice and Counselling Service. In this key role, you will provide high-quality information, support, and guidance to applicants and students on a wide range of welfare and wellbeing issues, ensuring a professional, inclusive, and student-centred experience.

You will often be the first point of contact for students in distress and will play a key role in assessing and responding to situations where an individual’s welfare, health, or safety may be at risk. This includes supporting students experiencing acute mental health difficulties or crises. The role requires sound judgement, emotional resilience, and the ability to remain calm and effective under pressure.

About You

You will bring excellent communication and interpersonal skills, a strong commitment to customer service, and the ability to manage sensitive situations with empathy and professionalism. You will be confident in handling complex information, maintaining appropriate boundaries, and exercising discretion and initiative when responding to challenging or unpredictable circumstances.

Experience in a student-facing or similar frontline environment—particularly within higher education, health, or social care—is desirable, as is an understanding of the support needs of a diverse student population.

About the Department

The Advice and Counselling Service (ACS) is a multidisciplinary student wellbeing service within the Directorate of Student Experience. The service offers counselling, psychological support, psychiatry clinics, welfare and financial advice, immigration advice, and sexual assault and harassment advice.

ACS currently employs over 40 staff, working collaboratively across three specialist teams:

Counselling, Mental Health, Advice (Welfare, International and SAHA) and Frontline Services 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, campus facilities and flexible working arrangements.

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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