Duties and Key Responsibilities

This post holder will be part of the Advice And Wellbeing Team and will be expected to contribute to the department’s wider objectives and planning.

Delivery of Outreach

• Reach out to students by delivering outbound phone calls and taking inbound calls
• Ensure that the quality of personal outreach delivery is consistent and in line with the conversation structures to support students’ wellbeing
• Provide excellent support to students, at all times seeking to address students’ needs appropriately, clarifying information and providing appropriate solutions
• Carry out any additional outreach tasks as and when required

Signposting & Monitoring

• Keep accurate records of all calls and student outreach in line with provided data tools
• Meet daily and weekly targets set by the Manager for outreach calls
• Identify potential concerns from students and signpost students to the most relevant support pathway
• Closely monitor for any safety or safeguarding concerns from students, and escalate to an on hand professional in line with guidance

Personal Learning and Responsibility

• Undertake all training and development as required within the role
• Maintain healthy personal and professional boundaries when conducting outreach calls in line with training and guidance

General Responsibilities

• • Represent and be an ambassador for GSU.
  • Be flexible and carry out other associated duties as may arise, develop, or be assigned in line with the broad remit of the position.
  • Maintain and improve competencies through continuous professional development.
  • Abide by organisational policies, codes of conduct and practices.
  • Support and promote liberation, diversity and equality of opportunity in the workplace.
  • Treat with confidentiality any personal, private, or sensitive information about individual organisations and/ or clients or staff and Project data.
  • Actively seek better ways to assist GSU in its effort to become a more sustainable workplace.
  • Any other duties commensurate with the accountabilities of the post.

Personal Specification

Experience

• Relevant experience working in a customer service or support service role
• Experience of time management
• Experience of working well within a team to achieve targets

Knowledge

• Clear and empathic communication skills, both over the phone and in written format
• Ability to troubleshoot difficult situations, and deal with them calmly, efficiently, and effectively.
• Sensitivity and understanding for others, utilising active listening skills
• IT skills at a level that supports logging of data, email, internet, and database.
• Time management and organisational skills.
• Ability to engage with new people and build rapport quickly.
• Self-motivated with the confidence to work alone but can also work co-operatively and flexibly as part of a team.
• Ability to stay focused and efficient in the face of changing priorities.

Education/Training

• No specific qualification is required, but evidence of an interest in the issues that students are facing is required.

Essential Personal Attributes and other requirements

• A role model who promotes high standards of ethics, integrity and honesty.
• Able to travel between campuses on occasion. Mainly based at Avery Hill – free inter-campus bus service available.
• Works well in a team with a flexible approach to work.
• An ability to apply awareness of diversity issues to all areas of work.
• Commitment to the values and ethos of GSU.

STUDENT STAFF ROLE

Reports to: Retention and Wellbeing Manager

Location: Avery Hill

Opening: 5th December 2025

Closing: 9am 5th January 2026

Interviews: w/c 12th January 2026

Training: w/c 19th January 2026

Salary: £14.36/hour + holiday pay

Details
£14.36 per hour
Location: Avery Hill Rd, London, SE9 2UG, GB