Lead, Student Care

The EEE Undergraduate Office is seeking a Lead, Student Care to serve as the School’s Student Care Manager. The role leads individual pastoral care and complex student cases, academic intervention and at-risk follow-up, student discipline coordination and student-care governance, working closely with faculty, academic administrators and relevant University professional services.

Key Responsibilities

• Lead individual student pastoral-care cases, including complex, sensitive and high-risk matters, and ensure appropriate assessment, follow-up, referral and escalation.
• Own academic intervention and at-risk student follow-up, coordinating actions with faculty, programme coordinators and academic administration colleagues.
• Coordinate School-level student discipline and conduct cases, including documentation, fact-finding, communication and management escalation.
• Support care-related Leave of Absence, withdrawal, reinstatement and financial/well-being referrals without duplicating process ownership held by other teams.
• Maintain clear crisis and escalation pathways and work closely with the University Wellbeing Office and other relevant professional services.
• Develop and maintain student-care SOPs, case-management practices, confidential records, reporting and trend analysis.
• Supervise the Assistant Manager, SEN & Student Support Programmes and maintain clear interfaces with SEN/support programmes, Student Life and Academic Operations.

Requirements

• Bachelor’s degree in Counselling, Psychology, Social Sciences, Social Work, Education, Student Affairs or a related discipline; candidates with substantial relevant experience from other disciplines may also be considered.
• At least 5 years of relevant experience in higher education, student affairs, student support, social services, counselling-related administration, case management or a related field.
• Demonstrated ability to manage sensitive or complex cases, exercise sound judgement and work effectively with multiple stakeholders.
• Strong interpersonal, communication, organisation and documentation skills, with high standards of confidentiality and discretion.
• Experience supervising or coaching staff and improving student-support processes is preferred.

We regret to inform that only shortlisted candidates will be notified.