Assistant Student Support Officer
The University
At Durham University we are proud of our people. A globally outstanding centre of educational excellence, a collegiate community of extraordinary people, a unique and historic setting - Durham is a university like no other. Across the University we have a huge variety of roles and career opportunities, which together make us a large and successful community, which is a key hub of activity within our region and nationally. Whether you are at the very start, middle or end of your career, there is a role for you. We believe everyone has their own unique skills to offer. We would be thrilled if you would consider joining our thriving University. Further information about the University can be found here. Find out more about the benefits of working at the University and what it is like to live and work in the Durham area on our Why Join Us? - Information Page.
The Role and the Department
We are pleased to invite applications for the role of Assistant Student Support Officer (1.0 FTE). This is a wonderful opportunity to become a highly visible and valued member of our College community, working closely with the Assistant Principal as well as the Principal and Vice-Principal. The postholder will be a key point of contact for our students, offering supportive, face-to-face guidance and helping to ensure they feel welcomed and supported throughout their time at Castle. They will work under the direction of the Assistant Principal, who leads student support within the College. The Assistant Student Support Officer will work directly with individual students, helping to address their concerns wherever possible and connecting them with the most appropriate support. This may include liaising with academic departments, specialist University services such as the Counselling and Mental Health Service, and external agencies when needed. They will liaise actively with other parts of the University to provide joined-up support for students, and will maintain ownership of student cases even when referring them to other areas. The postholder's responsibilities will also include assisting with College accommodation allocations, responding to ongoing accommodation enquiries, and contributing to proactive wellbeing initiatives within the College. Induction, guidance, training and support in the role will be provided by the College's Assistant Principal.
University College (Castle), founded in 1832, is a diverse and inclusive community based in Durham Castle. Home to 1,100 undergraduates and 450 postgraduates, the College cultivates a strong sense of belonging through 30+ student-led societies, mentoring programmes, and vibrant events. With over 500 students in college accommodation and an engaged Senior Common Room, Castle champions inclusion, collaboration, and academic excellence. Regular formal dinners, charity initiatives and volunteering opportunities bring students together, creating a welcoming space for all.
Please note: Interviews are expected to take place on 15th July 2026.
Working at Durham
A competitive salary is only one part of the many fantastic benefits you will receive if you join the University:
- You'll receive 27 days annual leave per year in addition to 8 public holidays and 4 customary days per year - a total of 39 days. The University closes between Christmas and New Year.
- No matter how you travel to work, we have you covered. We have parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies.
- You can access exclusive discounts via our benefits portal including money off at supermarkets, high street retailers, IT products such as Apple, eating out and days out at various attractions.
- Our on-site nursery is rated Outstanding by Ofsted, and you can access holiday camps for children aged 5-16.
- We provide wide-ranging health and wellbeing support including discounted membership for our state-of-the-art sport and gym facilities and access to a 24-7 Employee Assistance Programme.
- We offer all staff the opportunity to take part in volunteering activities to make a difference to the local community.
- Our family friendly policies, including maternity and adoption leave, are among the most generous in the higher education sector (and likely above and beyond many employers).
- If you are keen on advancing in your role or career, we have a genuine passion for developing our colleagues from qualifications to IT skills, courses and apprenticeships.
- We offer generous pension schemes with varying contribution amounts to help you plan for your future.
Discover more about our total rewards and benefits package here.
Durham University is committed to equality, diversity and inclusion
Our collective aim is to create an open and inclusive environment where everyone can reach their full potential and we believe our staff should reflect the diversity of the global community in which we work. As a University equality, diversity, and inclusion (EDI) are a key part of the University's Strategy and a central part of everything we do. We also live by our values and our Staff Code of Conduct. At Durham we actively work towards providing an environment where our staff and students can study, work and live in a community which is supportive and inclusive. We welcome and encourage applications from members of groups who are under-represented in our workforce including people with disabilities, women and black, Asian and minority ethnic communities. If you have taken time out of your career, and you feel it relevant, let us know about it in your application. If you are a candidate with a disability, we are committed to ensuring fair treatment throughout the recruitment process. We will make adjustments to support the interview process wherever it is reasonable to do so and, where successful, reasonable adjustments will be made to support people within their role.
Person Specification
When you apply it is important that you let us know what skills/experience you have from a similar role and/or what skills/experience you have which would make you right for this role. Further information about the role and responsibilities is at the end of this job description. Where a criteria has an asterisk* next to it, it may be given additional weighting when your application is considered. Your application should cover the following criteria:
Essential Criteria
Qualifications/Experience
- Five GCSEs at least Grade C or level four (or equivalent) including English Language and Mathematics or a Post-16 qualification or equivalent experience.
- Experience in a similar role or environment, for example, working in a student support role.
- Experience of working collaboratively with other team members to ensure the delivery of high-quality services, for example Student Support.
Skills/Abilities/Knowledge
- Excellent spoken and written communication skills and the ability to develop effective working relationships, both in person 1-1 and virtually e.g. via email.
- Strong digital competence across a range of digital devices and apps including digital communication tools and Microsoft 365 applications.
- Committed to continuing professional development to maintain skills in a Student Support context.
- Industry or professional knowledge relevant to the role supported by relevant courses or certification for example Mental Health First Aid, safeguarding, disability awareness, or student support training.
- Ability to solve problems yourself and as part of a team and plan appropriate solutions.
- Ability to participate in networks to share and discuss good practice and exchange information.
- Ability to contribute to operational planning activities.
Desirable Criteria
- Working knowledge of Microsoft Access databases.
- Ability to contribute to operational planning activities including assisting with planning and improving the delivery of student support within the College.
How to apply
To progress to the assessment stage, candidates must evidence each of the essential criteria required for the role in the person specification above. Where there are desirable criteria we would also urge you to provide any relevant evidence. While some criteria will be considered at the shortlisting stage, other criteria may be considered later in the assessment process, such as questions at interview.
Submitting your application
We prefer to receive applications online. We will update you about your application at various points during the process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to ensure you receive all emails.
What you are required to submit:
- A CV
- A covering letter which shows examples of how you meet all of the criteria within the Person Specification
Contact details
If you'd like to chat more about this role please contact Dr Natalie Craig, Assistant Principal: natalie.craig@durham.ac.uk
Typical Role Requirements
Service Delivery
- Act as a point of contact for student wellbeing issues and refer them to appropriate support services when necessary.
- Contribute to equality, diversity and inclusion, and the University's values.
- Respond to queries and provide information/advice, while raising more specialist or complex queries with more experienced team members.
- Use your experience and problem-solving skills to explore and resolve student support issues and make recommendations based on your findings.
- Enhance Durham University's reputation by providing support to the running of internal and external outreach activities such as Open Days.
- Continually review what is required from staff, students and others who you work with to make sure the best possible service is provided.
- Support the welfare of our students and refer them to appropriate support services when necessary.
- Contribute to student engagement and communication activities, events and presentations.
- As and when required, analyse and interpret data or information and identify any patterns and trends.
- Advise or guide others working in your team on standard information or procedures.
- Capture and share information and/or data with relevant colleagues, networks and committees.
Planning and Organising
- Plan and organise own workload to deliver the role.
- Organise and schedule assigned resources, activities and events.
- Monitor student support processes and activities to ensure team priorities are met.
- Help manage and coordinate events, workshops and other activities.
Teamwork
- Provide specialist support and advice to team members on student support activities including accommodation allocation.
- Make changes to the services provided by your team in discussion with other team members.
- Identify opportunities and contribute to decisions on how to improve services being delivered by the team.
- Seek feedback from students, staff and anyone else that you come across as part of your role on their requirements from your service and recommend improvements to senior colleagues.
- Contribute to collaborative decision making within the team in regard to Student Support provision to deliver an excellent student experience in accordance with policy and procedures.
Communications/Liaison
- Update and apply changes to Student Support and Accommodation processes and procedures.
- Use your knowledge and expertise to provide advice and guidance to resolve problems and respond to a wide range of queries.
- Provide instruction and demonstrations to others within your area of working.
- Create good working relationships with other colleagues and students as part of your role to work together on joint activities.
- Liaise with staff in other student support areas and the wider University to ensure that services are being delivered in an efficient and collaborative way.
- Contribute and engage with staff and students on promotional activities, events and presentations.
- Create good working relationships with colleagues and student leaders to work together on joint student support initiatives.
- Build relationships with key student support contacts and contribute to internal and external networks such as the Student Support Community of Practice to share good practice and exchange information.
- Any other reasonable duties.
Please note that in submitting your application Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement Privacy Notices - Durham University which provides information on the collation, storing and use of data. When appointing to this role the University must ensure that it meets any applicable immigration requirements, including salary thresholds which are applicable to some visas.
