Welfare Officer (Maternity Cover)

We are currently looking for a Welfare Officer to join OnCampus Aston, Birmingham. The role will be on a full-time, Fixed term basis till 31 March 2027. The role is based at OnCampus Aston, Birmingham. Do you have strong administrative, customer service and IT skills with attention to detail and the ability to manage time and multiple projects? Are you able to work to strict deadlines and follow stringent protocols to ensure compliance with a variety of internal and external regulations, working closely with others who also share responsibility for quality and assurance within an organisation? Please note that interviews for shortlisted candidates and any potential job offers may be in place before the application end date. We recommend that, if interested in any of the roles, you apply as soon as possible.

Key Responsibilities

• Welfare Act as a first point of contact for welfare concerns and referral point to provide students with welfare support, guidance, and information.
• Liaising with colleagues, partners and external organisations/individuals as required, in relation to more complex cases.
• Ensure case notes relating to student welfare issues are updated as necessary, including records in the student management system.
• Safeguarding responsibility, responsible for undergoing and updating training in this area.
• Working closely with the Centre management and Student Support and Academic teams to monitor attendance statistics and look for patterns of attendance which may highlight Welfare Issues, supporting the attendance policy where necessary.
• Where relevant, support and educate centre staff on welfare related topics.
• Ensure adequate support for U18’s is in place, working with the Centre management and Student Support Team, to adhere to all relevant policies and procedures.
• Student Support and Activities To play a key role in the coordination of induction and lead on enrolment of students at the start of term.
• To provide a focused and high level of customer service.
• Ensuring existing students are actively engaged in the OnCampus experience by leading on the organisation of social and cultural activities to enhance student experience ensuring opportunities are communicated to students on an ongoing basis.
• Liaise with Student Union and other University departments to promote and encourage social, cultural, sports activities and events to students ensuring they are aware of activities, for example via social media.
• Manage accommodation requests (if required), in cooperation with local University team, OnCampus Pre-arrival team and available private providers.
• Other Duties To respond to enquiries providing relevant information on OnCampus programmes and processes or redirecting queries to appropriate individuals or teams.
• Contributing to student handbooks, pre-arrival information, policies and procedures relating to matters of student support.
• To manage post-arrival service issues and liaise with central and centre staff as appropriate.
• Co-ordinating and creating responses to queries and complaints, according to CEG communication guidelines.
• Support quality assurance initiatives relating to customer care (e.g. testing, reporting, surveys).
• Support all members of the management, academic and student support team as required, e.g., working closely with other Student Support Officers and fulfilling compliance and attendance activities.
• To undertake other duties not specifically stated above, which from time to time are necessary for the effective performance of the business without altering the nature or level of responsibility involved.

Person Specification

Education HND or equivalent experiential learning UKCISA or other training related to visa rules and regulations (desirable) Experience Experience of working in a customer-focussed environment Experience of providing customer support Experience of working with data Experience of working with international students (desirable) Experience of working in an admissions or visa advisory capacity (desirable) Skills IT literate Ability to plan workloads and meet deadlines Ability to work unsupervised Attention to detail Ability to keep accurate records and to track information Excellent interpersonal and communication skills – verbal, written and electronic Behaviours Good team-worker Ability to work under pressure and meet deadlines whilst maintaining standards of service

CEG Benefits

Perkbox (includes hundreds of discounts) Employee Assistance Program (EAP) – giving caring and compassionate support to all staff, as well as a dedicated Mental Health Support Network. Discounted rates on master’s degrees with CEG Digital Partner Universities (25% off)

Employee Values

At Cambridge Education Group we believe that in living our values every single day we Achieve More for everyone around us, and in so doing makes it a great place to work. Expert – Each individual strives to demonstrate expertise in everything they do, from previous experiences or acquiring new, relevant skills and know-how. We are great at sharing our knowledge to help our students, fellow colleagues and partners Achieve More. Authentic – Our actions are taken, and decisions made, in line with our vision and mission; we trust each individual to do the right thing and deliver what they say they will through genuine, open and honest dialogue. We bring our whole selves to work, maximising our diversity to Achieve More. Innovative – We continually improve all aspects of what we do, being solution-focused to affect change on our path to Achieve More. All colleagues share their ideas, big and small, and are flexible to new practices, approaches and ways of working. Whether you work in one of our OnCampus centres, Digital, iheed or Campus Services divisions, supporting one of our many partner universities or as part of one of our central service functions you will find a friendly, fast-paced and supportive work environment created by our diverse range of colleagues. CEG is committed to safeguarding and promoting the welfare of children and vulnerable adults and expects all colleagues to share this commitment. All successful candidates will undergo background checks in the required countries. Where roles have direct contact with children, including all OnCampus centre-based roles, this will include ID, qualification and reference checks, criminal record checks including an Enhanced Disclosure (or equivalent) in line with safeguarding requirements and our Safeguarding and Prevent Policy (including Children Protection). Any offer of employment is subject to all checks being satisfactory. The Company also expects all colleagues to share the Company’s commitment to Equal Opportunities within the workplace.