Student Support Manager (Job Share)

Student Support Manager Location: London Salary: Competitive Contract: 2 days per week, 12m FTC Lead a service that makes a real difference to student success We're looking for an experienced and passionate Student Support Manager to lead the delivery of exceptional student support services and help create an outstanding student experience from enrolment through to achievement. This is a rewarding leadership opportunity for someone who thrives on supporting others, driving service excellence, and creating an environment where students can succeed.

You'll play a pivotal role in removing barriers to learning, improving engagement and retention, and ensuring every student receives the guidance and support they need throughout their journey. Working as part of a unique dual-post leadership model , you'll partner with a fellow Student Support Manager to provide consistent operational leadership across our student support function. Together, you'll share responsibility for service delivery, team performance, student outcomes, and continuous improvement, ensuring students and staff always have access to dedicated leadership and support.

About the Role As Student Support Manager, you'll lead a team of Student Support Officers based in both the UK and India, ensuring the delivery of responsive, student-centred services across onboarding, attendance monitoring, welfare support, progression tracking, and student communications. You'll oversee the day-to-day operation of the student support function while maintaining visibility of the broader student journey.

From supporting students during induction and orientation, to managing complex cases such as complaints, appeals, and refunds, you'll ensure students receive a consistent, professional, and supportive experience at every stage of their studies. A key aspect of the role involves using data and insights to identify emerging trends, risks, and opportunities for intervention. You'll monitor student engagement, progression, retention, attendance, and satisfaction, helping to shape initiatives that improve outcomes and enhance the overall student experience.

You'll also work closely with academic teams, careers services, wellbeing colleagues, and central support functions to ensure students receive seamless support. Acting as a key operational contact for tutors, stakeholders, and corporate clients, you'll help coordinate timetables, student communications, assessments, and programme delivery to ensure an exceptional learning experience. Alongside your operational responsibilities, you'll contribute to the continuous improvement of services, processes, and standards.

Whether reviewing performance metrics, implementing new procedures, or identifying efficiencies, you'll play an important role in shaping how student support is delivered across the organisation. About You You'll be an experienced people leader with a genuine commitment to student success and a strong understanding of the challenges students can face during their educational journey. You will bring experience of leading high-quality student support, learner services, or customer-focused operations within an education or training environment.

Comfortable managing multiple priorities and working in a fast-paced setting, you'll combine excellent organisational skills with a calm, solutions-focused approach. You'll be confident using data to drive decision-making, experienced in managing complex student issues with professionalism and empathy, and capable of building strong relationships with students, colleagues, and external stakeholders alike.

Most importantly, you'll be passionate about creating a supportive, inclusive, and engaging environment where students can reach their full potential. What You'll Bring Essential Degree-level qualification or equivalent professional experience. Experience leading student support, learner services, or similar operational teams within education or training. Proven people management and lea