Human Resources

Frontline Support and Guidance Officer **Internal Only** - QMUL23021

Department: Student & Academic Services - Advice and Counselling Service
Salary: £34,220 - £40,194 per annum (Grade 4)
Reference: QMUL23021
Location: Mile End
Date posted: 13-Oct-2020
Closing date: 27-Oct-2020

Job profile Apply online


About the Role

The Advice and Counselling Service is a multidisciplinary student support service offering counselling and psychological support, psychiatry clinics, welfare advice, financial advice and immigration advice.


There are three staff teams: counselling team, welfare advice team and frontline services team. This role is part of the frontline services team, working alongside two other frontline support and guidance officers, and is line managed by the Frontline Services Manager.


The role provides a skilled information, support and guidance service to applicants and students on a range of student welfare issues, with an emphasis on high quality customer experience and a bespoke approach to each individual. The ability to understand and retain complex information, and the skills to communicate new or difficult concepts to students are key to this role.


The role involves being a first responder where students are experiencing a mental health crisis, where there is risk of serious harm to self or others and in a range of situations where a person’s welfare, legal status, health or safety is imminently at risk. As such, the ability to remain calm and functioning when dealing with people in distress is essential.


About the Department

Student Wellbeing is made up of the Advice and Counselling Service, the Disability and Dyslexia Service and Student Life, and forms part of the Student and Academic Services Directorate alongside Careers and Enterprise, E-Learning and Library Services. The Directorate works in partnership with students, academics and other professional services staff to enhance personal development, successful learning and overall university experience.


About Queen Mary

At Queen Mary University of London, we believe that a diversity of ideas helps us achieve the previously unthinkable.

Throughout our history, we’ve fostered social justice and improved lives through academic excellence. And we continue to live and breathe this spirit today, not because it’s simply ‘the right thing to do’ but for what it helps us achieve and the intellectual brilliance it delivers.

We continue to embrace diversity of thought and opinion in everything we do, in the belief that when views collide, disciplines interact, and perspectives intersect, truly original thought takes form.


We offer competitive salaries, access to a generous pension scheme, 30 days’ leave per annum (pro-rata for part-time/fixed-term), a season ticket loan scheme and access to a comprehensive range of personal and professional development opportunities. In addition, we offer a range of work life balance and family friendly, inclusive employment policies, flexible working arrangements, and campus facilities including an on-site nursery at the Mile End campus.


The post is based at the Mile End Campus. It is a full time (35 hours per week), permanent appointment, with an immediate start date. The starting salary will be Grade 4, in the range of £34,220 - £40,194 per annum, inclusive of London Allowance.


Queen Mary’s commitment to our diverse and inclusive community is embedded in our appointments processes. Reasonable adjustments will be made at each stage of the recruitment process for any candidate with a disability. We are open to considering applications from candidates wishing to work flexibly.


Informal enquiries should be addressed to Ada Quirke at


To apply for the role, please click the ‘apply’ button below.


The closing date for applications is 27 October 2020.


Interviews are expected to be held shortly thereafter.



Valuing Diversity & Committed to Equality

Apply online