**Please note that this vacancy is open to current University of Glasgow employees only.** 

Job Purpose

Led by the University’s Wellbeing function, the Student Support Officer Extenuating Circumstances (SSOECs) will help students to be successful learners, by providing first line support, encouraging and helping students to resolve issues and difficulties, and signposting them to sources of information, advice and guidance in relation to their studies, their wellbeing and their future lives and careers. The post holder will ensure the efficient processing of extenuating circumstances claims by checking the validity of a claim and signposting to related wellbeing support. They will also share relevant insight and knowledge of the student journey to inform the ongoing development of student support across the institution. They will collaborate with colleagues to promote University wide initiatives, supporting our shared values and promoting ambition and excellence.

Main Duties and Responsibilities

1. Review and triage extenuating circumstances claims, checking the claim is valid and identifying wellbeing needs and connecting students up with appropriate support utilising well-established referral routes.

2. Provide a wide range of advice, information and first line support to students, resolving issues independently and referring/escalating to the appropriate services and personnel.

3. Contribute to continual process improvement based on observations and experiences of the extenuating circumstances process and system.

4. Support the identification of trends when reviewing extenuating circumstances claims and engaging with students and share these observations with the SSO Management Team.

5. Keep abreast of the range of self-help resources and services available from across student services and beyond, to signpost students effectively.

6. Build effective relationships to deliver services in partnership across the institution, including within Student and Academic Services and the wider student support team within the local school. Forge effective working relationships with external agencies (such as Student Representative Council) to help supplement student support.

7. Provide support to School Student Support Officers as service flexes to demands of student enquiries.

8. Any other duties that might be reasonably required as the service develops.

Knowledge, Qualifications, Skills and Experience

Knowledge/Qualifications

Essential:

A1 Ability to demonstrate the competencies required to undertake the duties associated with this level of post having acquired the necessary knowledge and skills through personal development and progression in a similar role(s). Or Scottish Credit and Qualification Framework level 7 (SVQ level 3, HNC) or equivalent, and experience of professional development in a similar role.

A2 Sound knowledge of higher education regulations, processes and student support services.

A3 Awareness and understanding of student needs in Higher Education.

Desirable:

B1 Awareness of issues relating to disabilities.

B2 Knowledge of Student Finance and Funding Sources.

B3 Trained in Mental Health First Aid Skills.

Skills

Essential:

C1 Excellent communication and interpersonal skills with the ability to build good working relationships with internal and external stakeholders.

C2 A proven ability to remain calm, demonstrate empathy and be professional at all times.

C3 Effectively plan and organise own workload and demonstrate excellent time management skills ensuring agreed timescales are consistently met.

C4 Proven ability to be proactive, creative, innovative and inclusive, ensuring an efficient approach to working practices, both autonomously as well as part of a team.

C5 Effective IT skills.

C6 Ability to maintain confidentiality and deal sensitively with related issues/ individuals, with tact, diplomacy and empathy.

Experience

Essential:

E1 Experience of working in an advisory capacity in a service-orientated role with the ability to identify a range of complex issues, assess situations and provide appropriate guidance and support, escalating where appropriate.

E2 Experience and track record in delivering excellent customer service.

E3 Experience of interpreting and applying regulations.

E4 Delivering presentations, workshops and promoting services both face to face and online, with experience of online delivery, through platforms such as Zoom, MS Teams and popular social media channels.

E5 Reviewing processes and procedures and identifying areas for improvement.

Desirable:

F1 Experience of working in Higher Education.

Terms and Conditions

Salary will be Grade 5, £27,319 - £31,236 per annum.

2 positions available. These posts are full time and fixed term for up to 12 months from the start date.

As a valued member of our team, you can expect:

1 A warm welcoming and engaging organisational culture, where your talents are developed and nurtured, and success is celebrated and shared.

2 An excellent employment package with generous terms and conditions including 41 days of leave for full time staff, pension - pensions handbook https://www.gla.ac.uk/myglasgow/payandpensions/pensions/, benefits and discount packages.

3 A flexible approach to working.

4 A commitment to support your health and wellbeing, including a free 6-month UofG Sport membership for all new staff joining the University  https://www.gla.ac.uk/myglasgow/staff/healthwellbeing/.

We believe that we can only reach our full potential through the talents of all. Equality, diversity and inclusion are at the heart of our values. Applications are particularly welcome from across our communities and in particular people from the Black, Asian and Minority Ethnic (BAME) community, and other protected characteristics who are under-represented within the University. Read more on how the University promotes and embeds all aspects of equality and diversity within our community https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/.

We endorse the principles of Athena Swan https://www.gla.ac.uk/myglasgow/humanresources/equalitydiversity/athenaswan/ and hold bronze, silver and gold awards across the University.

We are investing in our organisation, and we will invest in you too. Please visit our website https://www.gla.ac.uk/explore/jobs/ for more information.

Closing date: 23:45 on Wednesday 26th November 2025.