Student Success Assistant

Please note this vacancy is only open to current contracted University of Glasgow employees.  Candidates who have applied within the last 6 months will not be considered and should not reapply.

Job Purpose

The Student Success Assistant provides frontline support to students, helping them navigate academic and personal challenges and access the most appropriate sources of help. Working as part of the Student Success team within the wider Student Wellbeing provision, the postholder contributes to early identification of students who may require additional support, conducts initial wellbeing triage, and ensures timely referral or signposting.

The role supports the delivery of proactive engagement activity across assigned Schools or units, promotes awareness of available support pathways, and contributes insights that help inform service development. Operating within defined boundaries, the postholder manages a busy and varied workload, maintains accurate records, and collaborates closely with colleagues across academic and professional services to enhance student success, retention, and overall wellbeing.

Main Duties and Responsibilities

1. Provide empathetic, accurate, and timely information and advice on academic and personal matters, guiding students to the appropriate academic, wellbeing, and administrative support services.

2. Conduct initial wellbeing triage and refer students to appropriate internal or external services best placed to assist them.

3. Maintain accurate and up-to-date case records, in line with service protocols, to ensure continuity of support and appropriate follow-up.

4. Promote awareness of available support services through proactive engagement with students and assist other teams in sharing clear, accessible information about the support pathways on offer.

5. Support students in navigating university processes and policies including the submission of Extenuating Circumstances, requests for Interruption of Studies, connecting students to academic advising or local learning and teaching teams. And any other relevant advice or support for their needs.

6. Contribute to early intervention strategies for at-risk students by sharing observations and concerns with relevant services or management to ensure at-risk students receive timely support.

7. Work collaboratively with colleagues to gather student feedback, highlight emerging themes, and contribute insights that inform recommendations for service improvements.

8. Maintain strict confidentiality and adhere to data protection requirements, ensuring all student information is managed appropriately and securely.

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 in a similar role Or: Scottish Credit and Qualification Framework level 7 (Higher / Scottish Vocational Qualification level 3, Higher National Certificate) or equivalent, and experience of personal development in a similar role.

A2 Awareness of higher education processes, support structures and student-facing services.  A3 Understanding of student needs within a higher education environment.

Skills 

Essential:  

C1 Strong communication and interpersonal skills, with the ability to explain processes and policies clearly to diverse student groups.

C2 Ability to provide empathetic, non-judgemental guidance on sensitive academic or personal issues.  C3 Excellent time management, organisational and administrative skills, including accurate record-keeping and the ability to manage competing priorities.

C4 Proven ability to conduct initial wellbeing triage, recognise indicators of distress, and escalate appropriately.  C5 Effective IT skills and the ability to work with case management systems.

C6 Ability to maintain confidentiality and apply data protection and safeguarding principles professionally.  C7 Skilled at maintaining composure, professionalism, and appropriate boundaries when supporting students in distress.

C8 Ability to work as part of an interdisciplinary team?

C9 Ability to solve problems as part of a team and resolve issues, plan solutions and make pragmatic decisions.

Experience 

Essential:

E1 Experience of delivering frontline or customer facing support in a busy environment.

E2 Experience of working under pressure and managing high-volume caseloads.  E3 Experience using sound judgement to identify when a concern should be escalated or when to signpost to specialist support.

E4 Experience building effective working relationships with students and colleagues.

Terms and Conditions

Salary will be Grade 5, £28,031 - £31,236 per annum.

This post is full time and open ended.

Closing date: 23:45 on 14th October 2026

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.