As the Student Support Services Officer, you will serve as a primary point of contact for students, providing guidance to help them navigate their academic journey. You will contribute to student engagement initiatives, foster a strong sense of community, and support programs that promote student success, resilience, and well-being.
Success in this role requires exceptional customer service, strong communication and problem-solving skills, and the ability to build meaningful relationships with students while effectively managing a wide range of inquiries and support needs in a fast-paced environment.
Title: Student Support Services Officer
Type: Full-Time, Permanent
Department: Registrar's Office
Reporting to: Sr. Manager, Student Success
Location: Ottawa, Ontario (On-site)
Existing Vacancy: Yes
Compensation Range: $55,000 - $65,000 annually
Why Join IBU
IBU is one of Canada's fastest-growing universities, offering a dynamic academic and professional environment driven by innovation, research, and academic excellence. By joining IBU, you will have the opportunity to make a meaningful impact on the student experience on campus while contributing to the university's continued growth and success.
What You'll Do
- Serve as the first point of contact for students, providing guidance, support, and referrals as needed.
- Deliver student support services through one-on-one advising, group sessions, webinars, and timely responses to student inquiries.
- Plan, coordinate, and promote student engagement initiatives, including social, cultural, recreational, volunteer, and community-building programs.
- Build supportive relationships with students to foster well-being, resilience, academic success, and career readiness.
- Support the Student Council and student clubs, and assist with the development and execution of the annual Student Life calendar and student communications.
- Respond to and help resolve escalated student concerns while contributing to continuous improvement initiatives and student satisfaction efforts.
- Participate in surveys, data collection, and assessment activities to support student success and service excellence.
- Perform other related duties and special projects in support of Student Support Services.
This role is based in Ottawa, requiring in-person attendance as needed, including weekdays, evenings, and Saturdays.
What You Bring/Who You Are
- Bachelor's degree in a related field.
- Minimum two years of recent and relevant experience in student services, higher education, or a customer-focused support environment.
- Experience being on-call, responding under pressure and competent in managing urgent situations following agreed procedures.
- Excellent verbal and written communication skills, including the ability to handle sensitive information in a confidential manner.
- Excellent organizational and time management skills to manage workload, conflicting priorities, handle multiple tasks, and complete assignments with high accuracy and attention to detail.
- Demonstrated customer service skills with an ability to diffuse escalated situations in a student-focused environment.
- A positive, enthusiastic can-do attitude and a genuine interest in working with students. Displays a genuine desire to understand and meet the diverse needs of students.
- Able to collaborate and communicate effectively with students and colleagues at all levels, building rapport and establishing productive working relationships.
- Proficient in software applications (Microsoft Office Suite, database, spreadsheets and word processing)
- Availability to work on weekdays, Saturdays, and occasional evenings as required.
Additional Information
To support the overall well-being and success of our employees, IBU offers a comprehensive Total Rewards package, which may include the following, based on role eligibility:
- 100% employer-paid extended Health & Dental benefits
- 24/7 access to an Employee and Family Assistance Program (EFAP) and virtual healthcare services
- Life, Accidental Death & Dismemberment (AD&D), and Long-Term Disability insurance
- Competitive paid time off, starting at three weeks
- Tuition Benefit Program
- Access to preferred corporate membership rates with GoodLife Fitness
- Engaging employee appreciation and community-building events
IBU is an Equal Opportunity Employer
IBU is committed to fostering a diverse, inclusive, and equitable workplace where everyone feels welcome, valued, and respected. We are dedicated to the principles of equal opportunity and encourage applications regardless of race, religion, colour, national origin, gender, sexual orientation, age, marital status, or disability status. Please contact careers@ibu.ca if you require accommodation during the recruitment process.
Application Process
All applications are reviewed by our HR team. We may use AI tools to support certain stages of the hiring process and do not replace human judgment. IBU is committed to the responsible and fair use of AI in compliance with applicable laws.
While we appreciate all applications, we regret that we can only contact those candidates selected for an interview. We thank all applicants for their submissions.