Community Supervisor

Location: Devon House, Portsoken and Zone 1 Housing Accommodation sites.

Benefits: Generous benefits package including 25 days holiday allowance pro rata (excl. Bank holidays), group life assurance, group income protection, pension schemes and private healthcare (optional)

Please note that while this position includes accommodation, this accommodation is not fixed and will likely change every academic year with the possibility of changing midway through the academic year.

The role

The Community Supervisor (CS) supports the physical, emotional, social, and academic needs of approximately 1000 students on Northeastern University London’s campus. The CS manages a team of 5-7 Community Coordinators while providing strategic leadership in an assigned functional area that supports departmental goals and the broader student engagement mission.

Due to the live-in requirements of the Community Supervisor position, it is required that the on-campus room provided must be the individuals primary residence and that person must maintain a high visibility within their residential areas of responsibility. All CSs participate in an on-call duty rotation and require the individual to work untraditional hours, including evening hours, weekends, bank holidays, and university break periods, etc., to support co-curricular programming and manage escalated student emergencies. CSs will work collaboratively across the Student Engagement department to enhance the student experience and contribute to the development and overall success of their students and the university.

This role operates on a core hours model, with the Community Supervisor expected to be present and available Monday to Friday, 10:00 am to 4:00 pm. Remaining contracted hours are flexed into the evening and/or weekend as required to meet the operational needs of the role, including meeting with residential staff, following up on student cases, and providing guidance to on-call teams. The pattern of evening hours will vary from week to week depending on operational demand, and the postholder is expected to manage their time flexibly across core and evening hours to fulfil the responsibilities of the role.

Duties and Responsibilities

Supervision

• Supervise, support, and regularly evaluate a team of 5-7 Community Coordinators. Facilitate staff meetings and hold one-to-one meetings with all members of their team.
• Provide developmental feedback and coaching support, and help develop skills in community support, crisis management, conflict resolution, and leadership.
• Lead, engage, and motivate employees; actively support a positive culture on your team.
• Provide an effective process for performance management and development that provides measurable goals, clear expectations, and solid direction to each team member.
• Address unsatisfactory employee performance including developing, delivering, and monitoring performance improvement plans.
• Administer and ensure compliance with university policies and procedures.

Community & Student Development

• Build and maintain vibrant residential communities within the halls through intentional relationship building, inclusive programming, and proactive outreach.
• Oversee all aspects of the team’s community programming and ensure a seamless engagement experience for students across the campus. Manage assigned budgets for all community programming.
• Design and facilitate your own signature programs and community events that foster direct connection with students, cultivate an inclusive residential culture, and maintain an informed awareness of emerging community trends and student needs.
• Develop and implement strategies, resources, and interventions that help students learn in a residential setting.
• Collaborate proactively with Student Life, Student Support, and Academic Support colleagues across areas to create integrated and holistic student experiences. Serve on working groups and committees to improve interdepartmental efforts.

Crisis Intervention, Mediation, & Conflict Resolution

• Serve in an on-call rotation as part of the second tier of responders for escalated incidents. Act as a point of contact for student safety and support.
• Assist in the mediation of roommate conflicts; resolve parental concerns (i.e., negative group behaviors, safety and security issues, vandalism).
• Assist professional staff with facilities-related, medical, and mental health emergencies.
• Work with building providers to ensure the successful resolution around issues regarding safety and maintenance concerns.

Third-Party Accommodation Provider Relationship Management

• Act as the primary day-to-day point of contact between the university and third-party accommodation providers, maintaining regular and proactive communication with provider teams including site managers and facilities staff.
• Monitor service standards and provider response times against agreed expectations, flagging patterns of underperformance to the Residence Life Manager.
• Track all student-reported issues and complaints relating to third-party responsibilities — including maintenance, noise, security, and communal facilities — ensuring each is acknowledged promptly and followed through to resolution.
• Communicate updates and outcomes back to students throughout the resolution process, maintaining a visible and responsive presence in managing housing concerns.
• Maintain accurate records of reported issues and resolutions, escalating complex or unresolved concerns to the RLM with a clear summary of actions taken to date.

Functional Area Work

• Provide strategic leadership in an assigned functional area.
• Collaborate with stakeholders to develop initiatives and advance departmental goals that enhance student experience.
• Assess outcomes within the assigned functional area.
• Manage associated budget and expenses.

Other

• Proactively attend one-on-one meetings with line managers, team meetings, and departmental meetings to stay apprised of departmental and institutional updates.
• Foster a positive work environment with a good team spirit, including the wider support teams, with student experience at the forefront of all efforts.
• Undertake additional responsibilities as assigned to support and develop both Residence Services and University initiatives.

About the University

Founded in 2012, Northeastern University London (formally known as New College of the Humanities) has established itself as a prestigious higher education institution based in the heart of London. After becoming part of Northeastern University’s global network in early 2019, the College has undergone a period of rapid growth, having been granted Taught Degree Awarding Powers in February 2020 and moved to a new, state-of-the-art campus in 2021. NU LDN continues to grow further, expanding its student cohort, courses, network, and opportunities.

Personal Specification Criteria (Essential [E] / Desirable [D])

• Master’s degree or equivalent professional or vocational experience in a relevant field such as Higher Education, International Education, Student Development, or Youth Work [E]
• Proven experience in student services experience or higher education experience in a residence life or student affairs capacity, including live-in staff experience. [E]
• Experience with supervision, leading teams, and managing diverse groups of staff [E]
• Experience living, working or studying abroad [D]
• Experience with crisis management, mediation, and conflict resolution [E]
• Flexibility and demonstrated ability to excel in fast-paced environments, navigate ambiguity, and take actions that satisfy diverse interests [E]
• Experience being part of a large team, working with different personalities, and the ability to communicate effectively across different groups [E]
• Proven ability to work well under challenging conditions, demonstrate sound judgement, and take actions that satisfy diverse interests while achieving programmatic goals [E]
• Experience with the U.S. Higher Education system [D]
• Experience programming in line with a residential curriculum [D]
• Proven ability to coordinate and manage large groups with enthusiasm and attention to detail [E]
• Proven ability to balance a professional relationship with students and staff when living and working in close proximity [E]
• Considerable experience appropriately handling sensitive information in line with GDPR and FERPA regulations, as well as departmental standards [E]
• Experience with budget reporting [D

Application Process

Applications should be made via the ‘Apply’ button above.

Participation in the equal opportunities section is encouraged, but voluntary. Applications must include a covering letter of no more than one page and a full curriculum vitae.

Applications are welcome from all sections of the community and will be judged on merit alone. Candidates must be able to demonstrate their eligibility to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006. We cannot provide visa sponsorship for this role.