Service Administrator

The Student Counselling and Mental Health Advice Service works to support over 1500 students each year who may be experiencing a range of emotional and mental health difficulties. Our team has grown over recent years and is now made up of over 30 individuals who work across areas such as counselling, study mentoring, mental health intervention, and mental health advice. The administrative team support the day-to-day operations of a busy, fast-paced service. This includes prioritising high volumes of enquiries, coordinating clinicians’ diaries to meet fluctuating demand, monitoring shared inboxes and reception flow, and resolving operational issues as they arise to ensure continuity of service. The post holder will also help streamline processes, maintain accurate records, and escalate risks or pressure points promptly.

Managed by the Service Operations Manager, this post will, amongst other tasks, will support the management of appointment bookings and waitlists across the Service. The post holder will regularly act as the first point of contact for students visiting reception and registering for support. Under the direction of our clinical staff, they will also support liaison with external bodies such as GPs, NHS specialised services, mental health charities and other College departments.

Given the nature of the Service, the post holder will often encounter students who may be anxious, distressed, and overwhelmed. As such it is essential that they can remain calm, compassionate, hold professional boundaries, and follow set protocols.

We ask that candidates keep in mind that this post will involve coming into contact with information about difficult and challenging experiences, so personal resilience is crucial. We support staff with regular debriefing and space to discuss when challenging situations arise.

Key Responsibilities

• Customer Support
• Data Management
• Management of internal and external requests
• Service Development
• Administrative support 

Interviews will be held on Friday 12^th of December. For any queries not answered in the JD or Job Advert, please contact the Service Operations Manager for the Student Counselling and Mental Health Advice Service, Andrea Archer andrea.archer@imperial.ac.uk

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