Purpose of the Job

The University of Surrey Students’ Union is the sole representative body for University of Surrey Students. Our charitable mission is to enrich students’ lives, the community in which they live and the University of Surrey by creating the changes they want and enabling them to achieve their ambitions. We represent approximately 16,000 students on every level of their University experience, led by a team of elected student representatives and a dynamic staff team. We take pride in the outcomes we achieve for our members and are currently ranked 6th best Students’ Union in the country in the National Student Survey. We strive to be an employer of choice, where staff enjoy working in a varied and flexible environment. Culturally we foster inclusivity, openness and a friendly workplace where all employees are valued and understand the contribution they make to the organisation’s strategic objectives.

As Support Coordinator, you will work within the Support Zone, whose role it is to ensure students have all the support they need to be successful at Surrey during their University life. The Zone helps students and also enables students to help each other.

The Support Zone offers free, impartial, and confidential advice to students across campus on a range of academic and housing issues. This includes - Academic Appeals, Academic Integrity, Extenuating Circumstances, Disciplinary Proceedings, Support to Study, Fitness to Practise and Complaints against the University. It also includes supporting students who are in need of accommodation, those who have rogue landlords, or issues with their contracts, etc.

The Zone is also responsible for supporting the Union’s peer-support services including the Nightline listening service, Talk Together therapeutic support groups and Welfare Watch as well as our club and society Wellbeing Champions. The Zone also is responsible for running wellbeing campaigns and working with the University support services to ensure they are accessible to all students.

As Support Coordinator you will work 1:1 with students who have specific cases with the University, support the VP Support and the Zone on large campaigns and outreach events, whilst managing one or more of our volunteer services. The role is varied, exciting, and presents new opportunities each week.

Key Responsibilities

To assist and support students by giving advice and directing them to the necessary resources they may need.

This includes but is not limited to:

Provide students with confidential information, advice and guidance on University processes including Academic Appeals, Extenuating Circumstances, Disciplinary matters, Academic Integrity and University Complaints, Fitness to Practise and Support to Study.
Working with Hoods Residential to provide students with confidential confidential information, advice and guidance on housing issues including help finding a house, landlord disputes, housemate disputes, council tax and deposits.
Manage own caseload, delivering timely, sensitive, and confidential advice that is responsive to students’ needs.
Accompanying students to University Panel hearings (both academic and non-academic disciplinary hearings) and meetings with students. Advising students on what to expect, advocating for them and giving them the confidence to express themselves to the University.
Maintaining accurate records of student cases, identifying key issues and themes to mitigate student impact, and taking proactive steps to raise awareness of issues.
Ensure that resources, communications and the Union website are up to date and accurately reflect the University’s regulations.
Represent student views and needs at University policy/regulation review meetings.
Host outreach academic advice services including drop-ins at our four campus locations.
Acting as the main point of contact for our peer-support services. This will include: supporting with recruitment, retention, and training as necessary. You will support the services’ student-led Committees with decision-making and ensure that volunteers feel supported throughout the year.
Providing emotional and well-being support to students and signposting them to the correct services.
Working with students in crisis and sensitively managing serious disclosures and safeguarding concerns, such as sexual assault.
With the help of the Student Support Manager and VP Support, work with University Support Services to ensure that peer-support services are well-signposted and accessible to all students.
Provide support for campaigns and training led by the Support Zone including managing and organising events.
Delivering and supporting the delivery of training to students such as Active Listening, Active Bystander, Resilience and Mental Health Awareness.
Support with central Union events such as Freshers’ Week, moving in weekend and Varsity
Attending key University meetings on behalf of the Students’ Union.
Working with the Support Manager to respond quickly and appropriately to key changes in the sector, for example, strike action or housing shortages.

Support Coordinator

Our Strategic Plan

Meet our team

How we're run

Where we are based