Student Success Officer

Role: Student Success Officer
Location: Harrow
Salary: £26,500
Contract Type : Full-time

Who You Are
A proactive, organised and approachable professional who delivers excellent customer service, takes ownership of queries, communicates confidently and thrives in a fast-paced campus environment.

About Us
Regent College London is a leading independent higher education provider, offering flexible and inclusive learning across multiple London campuses. We are student-focused, digitally forward, and committed to academic excellence.

The Role
Student Success Officers (SSO) 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.

Key Responsibilities

• Ensure an excellent level of customer service is embedded throughout the site.
• 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 the digital board, 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.

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.
• Microsoft packages.
• Accurate record keeping and confidence using internal systems.

Desirable

• Working in an FE or HE setting.
• Experience in front-of-house reception, campus operations, or student services.
• Microsoft Dynamics.
• Power Automate.

What We Offer (some benefits subject to completion of successful probation)

• Health Benefits
• Life Assurance Plans
• Salary Sacrifice Schemes (Pension, Cars, Cycle to Work)
• Annual Leave & Holiday Benefits (Buy Holiday, Additional Christmas Leave & Carry Over Leave)
• Employee Assistance Plan (EAP) & 24/7 Access to GPs
• Employee Discounts (Gym, Shopping, Cinema)

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.