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About the Role

Lead a service that makes a real difference to student success. We're looking for an experienced and passionate Student Support Manager to lead the delivery of exceptional student support services and help create an outstanding student experience from enrolment through to achievement. This is a rewarding leadership opportunity for someone who thrives on supporting others, driving service excellence, and creating an environment where students can succeed. You'll play a pivotal role in removing barriers to learning, improving engagement and retention, and ensuring every student receives the guidance and support they need throughout their journey. Working as part of a unique dual-post leadership model, you'll partner with a fellow Student Support Manager to provide consistent operational leadership across our student support function. Together, you'll share responsibility for service delivery, team performance, student outcomes, and continuous improvement, ensuring students and staff always have access to dedicated leadership and support.

Responsibilities

Lead a team of Student Support Officers based in both the UK and India, ensuring the delivery of responsive, student-centred services across onboarding, attendance monitoring, welfare support, progression tracking, and student communications.
Oversee the day-to-day operation of the student support function while maintaining visibility of the broader student journey.
Support students during induction and orientation, and manage complex cases such as complaints, appeals, and refunds, ensuring students receive a consistent, professional, and supportive experience at every stage of their studies.
Use data and insights to identify emerging trends, risks, and opportunities for intervention.
Monitor student engagement, progression, retention, attendance, and satisfaction, helping to shape initiatives that improve outcomes and enhance the overall student experience.
Work closely with academic teams, careers services, wellbeing colleagues, and central support functions to ensure students receive seamless support.
Act as a key operational contact for tutors, stakeholders, and corporate clients, helping to coordinate timetables, student communications, assessments, and programme delivery to ensure an exceptional learning experience.
Contribute to the continuous improvement of services, processes, and standards.
Review performance metrics, implement new procedures, or identify efficiencies to shape how student support is delivered across the organisation.

Requirements

Experienced people leader with a genuine commitment to student success and a strong understanding of the challenges students can face during their educational journey.
Experience of leading high-quality student support, learner services, or customer-focused operations within an education or training environment.
Comfortable managing multiple priorities and working in a fast-paced setting.
Combine excellent organisational skills with a calm, solutions-focused approach.
Confident using data to drive decision-making.
Experienced in managing complex student issues with professionalism and empathy.
Capable of building strong relationships with students, colleagues, and external stakeholders alike.
Passionate about creating a supportive, inclusive, and engaging environment where students can reach their full potential.
Must be able to prove the right to work in the UK.

Skills

Degree-level qualification or equivalent professional experience.
Experience leading student support, learner services, or similar operational teams within education or training.
Proven people management and leadership experience.
Strong organisational, planning, and scheduling skills.
Experience maintaining accurate student records and producing management information.
Excellent communication and stakeholder management skills.
A student-first mindset with a proactive and solutions-focused approach.
Ability to manage competing priorities and resolve issues effectively under pressure.
Experience working with awarding organisations, professional qualifications, or PSRBs (Desirable).
Knowledge of regulatory and compliance requirements within further or higher education (Desirable).
Experience supporting academic operations and quality assurance processes (Desirable).

Location

London

Work Type

2 days per week
12m FTC

Experience Level

Experienced

Education Level

Degree-level qualification or equivalent professional experience

Salary/Compensations

Competitive

About the Company

This is an opportunity to play a key role in shaping the student experience within a growing and ambitious organisation.
You'll work with dedicated colleagues who are passionate about education, lead a team that makes a tangible difference every day, and have the opportunity to influence how student support services evolve and develop in the future.

Equal Opportunity

We are committed to recruiting a diverse workforce and welcome applications from all sections of the community.
LSBF is committed to equality, diversity and inclusion and welcomes applications from all backgrounds.
We are committed to ensuring our workforce is reflective of our diverse student population, striving to increase the representation of age, disability, gender identity and expression, religion, race, sex, sexual orientation, and socio-economic background of our employees.
We’re also committed to providing adjustments to those who may require support with the recruitment process - please contact the LSBF Talent Acquisition Team collegedivisionrecruitment@gus.global.