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About the Role

Student Success Officers (SSO) are the front-facing staff at Regent College London campuses, responsible for providing customer service to students, staff, and visitors from the Reception Desk.

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.
• 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.
• 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.
• Conduct daily tasks like updating the digital board, responding to emails, and completing agreed daily campus checks.
• Maintain the condition of the site, 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.
• Support on-campus events and operational activity.
• Complete daily, weekly and monthly building checks as required.
• 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.
• Liaise with school management to ensure provision of teaching and assessment.
• Act as first aider and fire marshal.
• Work across campus opening hours on a rota basis across multiple sites.

Requirements

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

Skills

• Microsoft packages
• Microsoft Dynamics
• Power Automate
• First aider
• Fire marshal

Location

• Southall

Work Type

• Part-time
• Fixed-term (12 Months)
• Shift-based

Experience Level

• Professional

Education Level

• Education confirmation required

Salary/Compensations

• £13,250

Benefits

• 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)

About the Company

• 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.

Equal Opportunity

• 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.