Student Support Manager

The University of Sheffield is a remarkable place to work. Our people are at the heart of everything we do. Their diverse backgrounds, abilities and beliefs make Sheffield a world-class university.

We offer a fantastic range of benefits including a highly competitive annual leave entitlement (with the ability to purchase more), a generous pensions scheme, flexible working opportunities, a commitment to your development and wellbeing, a wide range of retail discounts, and much more. 

Overview

An opportunity has arisen within the Residence Life team for a Student Support Manager. Responsibilities of the post encompass the need to ensure that the transition from home to University living is achieved as smoothly as possible, and that self-supporting communities of students are managed and developed. You will manage a team of student staff (Residence Life Mentors) and, together with other Student Conduct Officers and Student Engagement & Development Coordinators, assist the Residence Life Managers and the Head of Residence Life in the areas of building living-learning communities, providing an exceptional welfare service and upholding the University’s disciplinary policy in respect of students.

The position requires an enthusiastic individual who will reflect our values and behaviours and represent the University’s Mission, Vision and Identity. Applicants must be educated to degree level and have experience of working with young adults ideally in a residential environment (preferably with a background in Higher Education). You must also be practised at supervising or managing staff, possess excellent organisational, communication, interpersonal and team-building skills and must have the confidence and initiative to control a variety of situations.

Main duties and responsibilities

Student Support & Wellbeing

• Coordinate responses to student welfare and wellbeing concerns, including cases involving sexual violence, hate incidents, and serious health issues.
• Provide confidential 1:1 support to students experiencing worry or distress, offering guidance and referrals where needed.
• Offer specialist advice and information to students and staff during times of difficulty or crisis, ensuring 24-hour continuity of care.

Out-of-Hours Support

• Participate in an out-of-hours rota to respond to emergencies (including in person when required) providing timely support to students and colleagues and following University incident protocols.
• Maintain awareness of confidentiality, media sensitivity, and working agreements with teams across The University.

Case Management & Reporting

• Demonstrate excellent time management and organisational skills managing a complex workload, balancing competing priorities and timescales.
• Manage complex and confidential cases, ensuring a sensitive approach and appropriate management of risk and impact.
• Collate and prepare reports for Risk Assessment Panels and other relevant meetings.
• Maintain accurate written records on the student database (StarRez), producing clear reports and recommendations when required.

Leadership & Management

• Recruit, induct, and line manage Residence Life Mentors (part-time student workers), providing guidance, regular evening briefings, and other support as required including performance management and staff events.
• Ensure effective coordination of resources, rotas, and communication between Mentors and Residence Life Managers.

Community & Engagement

• Coordinate proactive initiatives that promote student belonging, transition, and retention, with a focus on those living in University accommodation.
• Contribute to wellbeing and educational campaigns, events, and publications to promote positive residential experiences.
• Collaborate with internal and external partners on joint projects that enhance student wellbeing and belonging, including promoting positive community living and challenging anti-social behaviour.

Operational & Strategic Support

• Contribute to departmental projects and major University events such as Arrivals and Welcome Weeks.
• Support the communication and delivery of the University’s Strategic Plan and University Mission & Values.
• Work closely as a team to review and evaluate work to identify improvements and share good practice.

Other Duties

Carry out other duties, commensurate with the grade and remit of the post

What we offer

• A minimum of 41 days annual leave including bank holiday and closure days (pro rata) with the ability to purchase more.
• Flexible working opportunities, including hybrid working for some roles.
• Generous pension scheme.
• A wide range of discounts and rewards on shopping, eating out and travel.
• A variety of staff networks, providing opportunities for social interaction, peer support and personal development (for example, Race Equality, LGBT+, Women’s and Parent’s networks).
• Recognition Awards to reward staff who go above and beyond in their role.
• A commitment to your development access to learning and mentoring schemes; integrated with our Professional Services Shared Skills Framework A range of generous family-friendly policies
  
  • paid time off for parenting and caring emergencies
  • support for those going through the menopause
  • paid time off and support for fertility treatment
  • and more 

We are a Disability Confident Employer. If you have a disability and meet the essential criteria for this job you will be invited to take part in the next stage of the selection process.