Service Administrator

About the role

This is an exciting time to join the Student Counselling and Mental Health Advice Service at Imperial College! We have been investing heavily in our Service to better support our students through university life. We have grown from a small team to a diverse and multifaceted group of over thirty professionals striving to deliver the best experience possible for our students. 

The Administrative Officer is a pivotal role within the Student Counselling and Mental Health Advice Service, providing essential operational support that underpins the delivery of student mental health provision. Working closely with clinical staff, senior managers, and fellow administrators, you will ensure that the Service runs smoothly and efficiently, helping us to respond swiftly and compassionately to students in need.

You will be part of a highly collaborative administrative team and will take particular responsibility for managing appointment systems, referrals, maintaining data records, and liaising with both internal departments and external health services.

What you would be doing

As a key member of our Student Counselling and Mental Health Advice Service, you will play a vital role in supporting students facing a range of emotional and mental health challenges. You will be at the heart of our operations, ensuring the smooth running of administrative processes and acting as a compassionate, professional first point of contact for students, many of whom may be in distress.

You will manage appointment bookings, maintain accurate and confidential records, and support internal and external communication – including with GPs, NHS services, and College departments. Your role will include triaging referrals, applying risk protocols, and helping staff navigate complex student needs. You will also contribute to the development of service systems, promotional materials, and outreach activities, as well as offer guidance and coaching to staff on administrative procedures.

This is a dynamic and impactful role that places you at the frontline of student support, helping to ensure that students in need are heard, held, and directed to the right help quickly and compassionately.

What we are looking for

Experience:

• Previous experience in a busy administrative or customer-facing role, preferably in a health, education, or welfare setting.
• Experience managing confidential data and understanding GDPR requirements.
• Familiarity with mental health services or student support services is highly desirable.

Skills:

• Excellent communication skills, both written and verbal.
• Strong organisational and time-management abilities.
• Confident in using databases and learning bespoke systems.
• Ability to triage and respond appropriately to emotionally sensitive or urgent situations.
• Skilled in data management, reporting, and handling Freedom of Information requests.

Personal attributes:

• Calm, compassionate, and grounded in the face of distress or crisis.
• Resilient, with the ability to maintain professional boundaries under pressure.
• A collaborative team player with a proactive attitude.
• Sensitive to issues of confidentiality, ethics, and mental health awareness.
• Open to learning and supporting others with training and coaching.

What we can offer you

• A working environment where your ideas and input will help shape the future of the Service.
• The opportunity to continue your career at a world-leading institution.
• Sector-leading salary and remuneration package (including 38 days off a year)
• Development opportunities both from excellent in-house management and leadership training, as well as a CPD budget, supervision and reflective spaces.

Further information

If you require any further details about the role, please contact:

Andrea Archer – andrea.archer@imperial.ac.uk

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