Lead, Student Care

About the role

The EEE Undergraduate Office is looking for a Lead, Student Care to act as the School’s Student Care Manager. This senior role oversees pastoral care, academic intervention, and student discipline, working closely with faculty, academic administrators and university professional services.

Key responsibilities

• Lead individual student pastoral‑care cases, including complex, sensitive and high‑risk matters, ensuring proper assessment, follow‑up, referral and escalation.
• Own academic intervention and at‑risk student follow‑up, coordinating actions with faculty, programme coordinators and academic administration.
• Coordinate school‑level student discipline and conduct cases, handling documentation, fact‑finding, communication and escalation.
• Support care‑related leave of absence, withdrawal, reinstatement and financial/well‑being referrals while respecting existing process ownership.
• Maintain clear crisis and escalation pathways, collaborating with the University Wellbeing Office and other 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 ensure clear interfaces with SEN/support programmes, Student Life and Academic Operations.

Required profile

• Bachelor’s degree in Counselling, Psychology, Social Sciences, Social Work, Education, Student Affairs or a related discipline (or substantial relevant experience).
• At least 5 years of experience in higher education, student affairs, student support, social services, counselling administration or case management.
• Proven ability to manage sensitive or complex cases, exercise sound judgement and work effectively with multiple stakeholders.
• Strong interpersonal, communication, organisational and documentation skills with high standards of confidentiality.
• Experience supervising or coaching staff and improving student‑support processes is preferred.