An exciting opportunity has arisen at Oaklands for a Campus Experience Ambassador to provide a highly visible, welcoming and professional presence across the College, helping to maintain a safe, calm and inclusive campus environment in which students can attend, participate and achieve.

The postholder will act as a front-line ambassador for campus safety and customer experience, supporting positive behaviour, student conduct, safeguarding awareness, wellbeing and learner engagement. Working closely with Student Services, Safeguarding, curriculum, Estates and reception teams, the postholder will respond to day-to-day concerns, de-escalate low-level incidents, signpost students to appropriate support and promote high standards of behaviour, belonging and respect in line with Oaklands-style expectations for student experience, inclusion and personal development.

Key Responsibilities

Campus Safety, Presence and Customer Experience

• Maintain a highly visible, approachable and professional presence across the campus, particularly in communal areas, entrances, social spaces and other identified hotspots.

• Provide a warm, efficient and student-centred first point of contact for students, staff and visitors, ensuring a consistently positive customer experience.

• Support students and visitors to navigate the campus, access services and resolve routine issues quickly, courteously and in line with College expectations.

• Undertake meet and greet duties at the start and end of each College day, providing a visible, welcoming and professional presence for students, staff and visitors.

• Promote a calm, safe and respectful learning environment that reflects the College’s values and expectations for behaviour and conduct.

• Model high standards of professionalism, courtesy, punctuality and presentation at all times.

• Respond promptly and appropriately to emerging issues, seeking support or escalation where required.

• Contribute to an orderly campus environment by reinforcing routines, supporting safe movement around the site and addressing low-level issues before they escalate.

Student Support, Safeguarding and Inclusion

• Work closely with Student Services, Safeguarding, curriculum and wider support teams to ensure students receive timely, appropriate and well-coordinated support.

• Develop positive, professional relationships with learners, including those who may be vulnerable, anxious, disengaged, at risk or in need of additional reassurance and support.

• Use calm, restorative and trauma-informed approaches to support students, challenge inappropriate conduct constructively and de-escalate low-level incidents.

• Remain alert to safeguarding, wellbeing, attendance, conduct and vulnerability concerns, recording and escalating these promptly in line with College policies and statutory duties.

• Promote equality, diversity and inclusion in all interactions, ensuring that students feel safe, respected, listened to and able to participate fully in College life.

• Ensure day-to-day practice aligns with:

Safeguarding, child protection, Prevent and appropriate professional boundaries, college policies relating to behaviour, attendance, equality, wellbeing, student conduct and inclusion.

Behaviour, Conduct and Campus Safety

• Promote high standards of learner behaviour and conduct across campus, intervening early and appropriately to address low-level disruption, conflict, non-compliance or unsafe conduct.

• Support campus safety and security arrangements by:

o Following visitor management, ID badge, access and site safety procedures consistently

o Reporting concerns, incidents, accidents, hazards or suspicious activity promptly and accurately

o Working within agreed College procedures, professional boundaries and safeguarding expectations at all times

• Maintain accurate records of incidents, actions and outcomes, contributing to the identification of themes, trends or areas requiring targeted intervention or preventive work.

Student Engagement, Belonging and Personal Development

• Encourage students to participate fully in College life, enrichment, learner voice, campaigns and events that support belonging, confidence, citizenship and personal development.

• Promote College values, expectations and support services positively so that students understand what is available and what is expected of them.

• Support welcome activity, transition, open events and other student-facing activity as required.

• Work with colleagues to identify barriers to engagement and help re-engage students who may be harder to reach or less confident in accessing support.

Partnership Working and Communication

• Build positive and professional working relationships with:

o Students, parents/carers, visitors and, where appropriate, external partners or agencies

o Internal stakeholders including curriculum, safeguarding, reception, estates, wellbeing and student services teams

• Communicate clearly, calmly and sensitively with a wide range of people, including in situations requiring empathy, discretion, professionalism and firm but fair challenge.

Administration, Reporting and Service Support

• Maintain accurate, timely and confidential records, logs and case notes in line with College systems, procedures and data protection requirements.

• Contribute to the monitoring of incidents, behaviour themes, safeguarding concerns and service demand to support continuous improvement.

• Support the wider student experience and campus safety service during enrolment, events, busy periods and cross-college activity.

Team Contribution and Professional Practice

• Work collaboratively as part of the wider student experience, safeguarding and campus operations team, contributing to a culture of high expectations, inclusion and professional practice.

• Participate in training, briefings and continuous professional development to maintain up-to-date knowledge of safeguarding, behaviour, customer service and FE student support practice.

• Contribute positively to the continuous improvement of campus-based support, student experience and front-line service delivery.

Is This You?

Qualifications Required

• Educated to Level 3 or equivalent, or able to demonstrate relevant experience in student support, youth work, customer service, community engagement or a related field

• Level 2 English and maths (or equivalent)

• Relevant training, or willingness to undertake training, in safeguarding, behaviour support, de-escalation, first aid, mental health awareness, youth work or customer service.

Skills and Abilities

• Excellent interpersonal skills and the ability to build rapport quickly with young people and adults

• Ability to remain calm, professional and solution-focused when dealing with challenging or sensitive situations

• Ability to promote a positive student experience through visible support, clear guidance, reassurance and effective signposting

• Excellent written and verbal communication skills

• Ability to communicate effectively with:

- Students from a wide range of backgrounds and needs

- College staff and managers

- Parents/carers and external partners where appropriate

- Senior leaders and governors

- Staff and students

- External agencies

• Ability to reinforce expectations, challenge inappropriate behaviour constructively and de-escalate situations in a calm and professional manner.

• Strong organisational skills with the ability to manage competing priorities and respond flexibly to changing needs.

• Ability to use professional judgement and know when to escalate concerns appropriately.

• Good attention to detail and the ability to maintain accurate records and follow procedures.

• Ability to work collaboratively across departments, particularly with safeguarding, curriculum, reception, wellbeing and student services teams.

• Confidence using digital systems for communication, recording information and reporting concerns.

Experience

• Experience of working with young people in education, youth work, community, customer service, safeguarding or student support environments.

• Experience of building positive relationships and supporting individuals from diverse backgrounds.

• Experience of dealing with enquiries, resolving routine issues and providing a high standard of customer care.

• Experience of supporting behaviour, responding to low-level incidents and using de-escalation strategies appropriately.

• Experience of working as part of a multi-disciplinary team and signposting or referring individuals to appropriate services.

• Experience of maintaining accurate records, logs or case notes using digital systems and following agreed reporting procedures.

• Experience of working with stakeholders such as:

- Curriculum and student services teams

- Parents/carers and external agencies where appropriate

- Pastoral, safeguarding or wellbeing professionals

• Experience of supporting student engagement, learner voice, enrichment, transition or inclusion activity would be advantageous.

Knowledge Specific to Role

• Good understanding of:

- Customer service and student-facing support in a public or educational environment.

- Approaches to positive behaviour management, de-escalation, inclusion and student engagement.

• Working knowledge of relevant statutory and College requirements, including:

- Safeguarding, child protection and Prevent.

- Equality, diversity, inclusion, confidentiality, information sharing and professional boundaries.

• Understanding of the barriers some learners face in participating fully in education and college life.

• Knowledge of professional boundaries and the importance of timely escalation of concerns.

• Awareness of FE sector expectations in relation to student behaviour, safety, attendance and learner experience.

• Understanding of how welcoming, inclusive front-line support contributes to retention, engagement and student success.

Personal Attributes

• Friendly, approachable and professional, with a calm and confident presence.

• Strong commitment to safeguarding, equality, diversity, inclusion and student wellbeing.

• Commitment to creating a safe, welcoming and respectful campus environment.

• Reliable, trustworthy and able to maintain confidentiality and professional boundaries.

• Proactive, solution-focused and willing to take initiative in supporting students and improving the campus experience.

• Flexible, resilient and able to work effectively in a busy and sometimes unpredictable environment.

Desirable Criteria:

• Experience within the FE sector or a similar education or youth-support setting.

• Relevant qualification or training in youth work, IAG, safeguarding, mental health awareness, behaviour support or customer service.

• Experience of supporting learner voice, student ambassador activity, enrichment or transition programmes.

Why Oaklands?

At Oaklands, you’ll join a forward-thinking college that genuinely invests in its people. We offer:

• Local Government Pension Scheme with excellent employer contributions

• Generous annual leave entitlement

• Discount on UNO bus scheme

• Continuous Professional Development (CPD) – including free adult learning courses

• Long Service Awards

• Free onsite gym and discounted wellness treatments

• Cycle to Work Scheme and discounted travel

• Staff development days and annual awards celebrating your success

• Free access to Microsoft Office software for personal use

• Discounted entry to Oaklands events – from our Foodies Festival to Lambing Weekend and Oaklands Zoo

Most importantly, you’ll have the chance to make your mark — driving innovation, building a powerful brand, and creating a first-class student experience that defines the Oaklands journey.

Oaklands is proud to be a Disability Confident Employer. We welcome applicants from all backgrounds and are committed to safeguarding and promoting the welfare of young people and vulnerable adults.

Click Here to find out more about Oaklands College!