The Clean Cooling Network through its online platform and its physical campus, The African Centre of Excellence for Sustainable Cooling and Cold-chain (ACES), aims to advance education and innovation in sustainable cooling and cold-chain solutions. We are committed to creating an inclusive and supportive learning environment for our students attending apprenticeships, technical and vocational short courses, B-Tecs through to post-graduate degree courses. By integrating cutting-edge digital platforms with traditional in-person teaching ands strong student support services, we want to offer a dynamic and accessible educational experience where every student across Africa and beyond can thrive, feeling valued and respected.
We are expanding access to hands-on, modular, and locally relevant training through in-person, hybrid, and online courses. We are committed to creating a vertical learning experience that supports employability and are working towards accreditation to offer both diploma and degree courses.
We are seeking a dedicated Student Support Officer to ensure that students receive comprehensive academic and pastoral support throughout their journey with us.
Employer
Africa Centre of Excellence for Sustainable Cooling and Cold Chain (ACES)
Contract Type
Permanent - Full Time
Duration
1 Year Renewable Contract
Location
Office-based
in Kigali, Rwanda
Application Deadline
1st August 2025
Start Date
Immediate
Position Overview
We are looking for someone who is passionate about fostering an inclusive and supportive academic environment and has the expertise to support students effectively in both digital and campus settings.
As a Student Support Officer, you will play a vital role in enhancing the academic experience by providing pro-active support and guidance to students and lecturers. You will be responsible for supporting digital and in-person learning environments, ensuring they are engaging and students have a help-desk and support service when required. This includes offering academic advice, managing pastoral care, and adhering to safeguarding and duty of care protocols. Your expertise in both digital and campus settings will be instrumental in promoting student well-being and success.
As the Student Support Services Officer, you will be a vital advocate for student well-being, leading efforts to strengthen student welfare, academic and career support, and learner retention across ACES's training programs. You will be responsible for providing a robust support system tailored to the diverse needs of our learners, ensuring equitable access and opportunity for all.
We seek a compassionate and dedicated individual with:
- A deep commitment to fostering an inclusive and supportive learning environment where all students feel safe, respected, and empowered.
- Exceptional interpersonal skills and the ability to build trusting relationships with students from diverse backgrounds, faculty, and staff.
- A proactive, solutions-oriented approach to problem-solving, particularly regarding student well-being and equitable access.
- A passion for improving access and outcomes for all students, with a focus on addressing systemic barriers.
Duties & Responsibilities
- Support the development and implementation of ACES's student support systems architecture, with a strong emphasis on duty of care protocols, safeguarding procedures, mental health resources, and accessible support services.
- Provide direct support to students in navigating course structures, assessment requirements, and platform use, ensuring resources are accessible and culturally relevant to diverse learners.
- Support the development and implementation of personal tutoring systems.
- Provide personalized academic advice and guidance to students, addressing their individual learning needs (including disability support) where required.
- Monitor student satisfaction and retention trends and recommend improvements.
- Support student feedback mechanisms, including surveys and forums.
- Implement student wellbeing, engagement, and success interventions that address academic, social, emotional, and mental health needs, promoting a sense of belonging and community.
- Establish and maintain learner support processes that prioritize inclusivity, such as learner satisfaction surveys that disaggregate data by student demographics to identify disparities, mentorship programs that pair students with culturally responsive mentors, and accessible support services available in multiple languages.
- Proactively identify and address potential risks to student safety and well-being, adhering to strict duty of care protocols and ensuring appropriate reporting and intervention measures are in place.
- Manage duty of care responsibilities, ensuring a safe and nurturing learning environment.
- Monitor learner retention and progression data, disaggregated by student demographics, to identify disparities and develop targeted interventions to promote equitable outcomes.
- Provide technical support for online learning platforms, facilitate student engagement in virtual sessions, offer feedback on program design, and promote inclusive pedagogy practices.
- Proactively communicate student needs and feedback to faculty and administrative staff, advocating for policies and practices that promote equity, inclusion, and student well-being.
Skills & Experience
- Maintaining records of student interactions in line with GDPR and safeguarding policies.
- Escalating complex cases to the relevant personal tutor or wellbeing services.
- Development and implementation of policies in alignment with safeguarding, wellbeing and associated GPDR requirements in Higher Education.
- Proven experience in student support roles within both digital and in-person educational environments, demonstrating a commitment to duty of care and pastoral support.
- Demonstrated sensitivity to issues related to inclusion, accessibility, learning equity, and cultural diversity.
- Strong understanding of mental health issues affecting students and experience providing supportive interventions.
- Proficiency with online learning platforms and tools (e.g., LMS systems, video conferencing software) and a commitment to using technology to enhance accessibility and inclusion.
- Excellent communication, organizational, and interpersonal skills, with the ability to communicate effectively with individuals from diverse backgrounds.
- Experience working with adult learners in low-resource settings is highly desirable.
You will likely have at least a Bachelor's degree in Education, Counselling, Psychology, Social Work, Human Services, or a related field with a focus on student well-being and inclusivity.
Extras
Other Information
Starting salary negotiable based on experience
How To Apply
To apply for this position, please send your CV and a covering letter to [email protected] before the deadline of midnight on 1st August 2025.