Key Role Responsibilities

Student Support & Welfare Management

• Provide direct support to students facing mental health or welfare challenges.

• Signpost students to appropriate external services (e.g., university support, GPs, counselling, charities).

• Lead on debt-related conversations where necessary, offer personal support, and manage documentation packs.

• Act as first point of contact for welfare-related incidents, escalating when appropriate.

• Maintain accurate, confidential welfare case records in line with safeguarding and GDPR requirements.

Programmes & Events

• Deliver a structured wellbeing events programme aligned with the student lifecycle.

• Run events focused on mental health, budgeting, social connection, and personal development.

• Engage external contractors, charities, and wellbeing partners to enhance programmes.

• Monitor participation and feedback to continuously improve the wellbeing calendar.

Community Building

• Improve resident communication throughwellbeing updates, and digital channels.

• Host flat meetings, mediate disputes, and support students in conflict resolution.

• Foster an inclusive community and promote peer-to-peer support initiatives (e.g., buddy schemes, cultural integration).

• Encourage shared responsibility for cleanliness, respectful co-living, and positive community standards.

Operational Support

• Work as part of the property team, supporting and respecting colleagues to deliver exceptional resident living.

• Support the creation of a positive, memorable experience for residents.

• Deliver customer service front-of-house, anticipating and exceeding resident expectations.

• Respond positively to customer queries and complaints, undertaking appropriate action in line with company procedures.

• Support and attend property-wide events and community activities.

• Conduct regular community walks and room inspections to identify early wellbeing or hygiene concerns.

• Advise students on cleanliness and hygiene standards, encouraging healthy living habits to reduce the likelihood of pest or health problems.

• Support incident management outside direct welfare (e.g., behavioural issues, disputes).

• Act as a role model by demonstrating company values at all times.

• Actively interact with residents to proactively improve service delivery and welfare awareness.

• Participate, where required, in the on-call rota to provide out-of-hours emergency support for the community.

• Develop policy and procedures that can standardise the wellbeing approach across the city with wider effects at Greystar level.

• Develop and maintain external relationships with providers and charitiesto establish a support network for students.

• Develop and deploy training programmes for operational team members, to ensure compliance with signposting, welfare responseand community engagement. 

Training & Resources

• Develop and maintain a Welfare Guide outlining responses to welfare scenarios and escalation pathways.

• Deliver welfare awareness training to on-site staff, ensuring confidence in basic protocols.

• Arrange or provide local training (e.g., safeguarding refreshers, cultural awareness, wellbeing first aid) to reduce reliance on external options.

• Stay up to date with local student wellbeing networks, charities, and referral partners.

About You

Knowledge & Qualifications

• Good level of general education.

• Fluent English verbal and written communication skills.

• Proficient in Microsoft Office (Word, Excel, Outlook) and confident in using databases or booking systems (training provided on in-house systems).

• Excellent organisational skills, with the ability to manage multiple cases and initiatives.

• Emotionally intelligent, compassionate, and highly resilient.

• Strong experience in a wellbeing, safeguarding, or mental health-related leadership role.

• Self and culturally aware, able to adapt relationship-building, communication, and negotiation skills to suit diverse audiences.

• Demonstrable experience working with young adults, ideally within higher education or student accommodation.

• Significant experience managing and supporting individuals with complex mental health needs or trauma.

• Understanding of debt management processes and awareness of support services (training provided).

• Knowledge of relevant legislation, including GDPR, The Care Act, Prevent Duty, and mental capacity frameworks.

• A strong team player, but also capable of working autonomously and taking ownership.