Student Support Officer

Student Support Officer
Location: Auckland CBD
Full-time | Permanent | On-site

About the Role:

The Student Support Officer plays a pivotal role in enhancing student success by delivering proactive, holistic support across wellbeing, attendance, and academic progression. Working closely with students, families, internal teams, and university partners, you will identify risks early, implement timely interventions, and ensure students remain on track to achieve their goals.

This role requires a strong understanding of compliance and regulatory requirements within the international education sector, alongside a commitment to delivering a high-quality, student-centred experience. You will contribute to operational excellence, accurate reporting, and partnership performance, ensuring both student outcomes and institutional KPIs are met.

Key Responsibilities

• Monitor student wellbeing, attendance, and academic progress, identifying risks and implementing timely interventions.

• Develop, implement, and review Individual Development Plans in collaboration with relevant stakeholders.

• Act as the primary liaison between students, families, academic teams, and university partners.

• Manage student enquiries and casework with professionalism, empathy, and efficiency.

• Ensure compliance with immigration, NZQA, TEC, MOE, Public Trust, and internal policy requirements.

• Maintain accurate records, case notes, and documentation within CRM/SMS systems.

• Monitor academic progression within UP programs and transitions to university pathways.

• Contribute to KPI tracking, reporting, and data accuracy to support informed decision-making.

• Support orientation, student engagement initiatives, and survey processes.

• Escalate concerns appropriately and issue formal communications (e.g., warning letters) in line with policy.

• Foster a collaborative, continuous improvement culture focused on student success