Advice and Support Triage Administrator

City St George’s, University of London is the University of business, practice and the professions and brings together the expertise and excellence of City, University of London and St George’s, University of London into one institution. The combined university is now one of the largest higher education destinations for London students, combining a breadth of disciplines across health, business, policy, law, creativity, communications, science and technology. Our students are at the heart of everything that we do, and we are committed to supporting them to pursue their career and personal ambitions.

Our research is engaged, at the frontier of practice and has a positive impact on the world around us.

Background

City St George’s Students’ Union represents over 27,000 students and is committed to enhancing the student experience through support services, community building, and advocacy. The Advice and Support service, which completed its merger in August 2025, aims to provide consistent, accessible, and empowering support across all campuses (Clerkenwell, Tooting, and Moorgate). The Triage Administrator plays a key role in this new model, acting as the first point of contact for students and ensuring timely and appropriate support.

Responsibilities

The role is divided into four main areas:

1. Student-Focused Frontline Support

• Serve as the first point of contact for students via email, phone, and in-person.
• Manage the shared inbox and triage queries.
• Run drop-in sessions and book appointments.
• Provide Tier 1 advice and signposting on academic and welfare issues.
• Maintain accurate and confidential records.

• Coordinate outreach activities and campaigns (e.g., National Student Money Week).
• Promote self-help resources and gather student feedback.
• Support workshops and events that encourage early help-seeking.

• Maintain service documentation and manage logistics (e.g., room bookings, finance forms).
• Support onboarding of placement students and volunteers.
• Provide operational support and maintain filing systems.

• Collaborate across campuses to ensure consistent service delivery.
• Participate in case reviews and triage meetings.
• Contribute to service improvement and uphold core values like accessibility and safeguarding.

Person Specification

• Knowledge & Understanding
  • Awareness of safeguarding principles and how to apply them in a student support context (Essential).
  • Understanding of higher education systems and student support services (Desirable).
• Experience
  • Proven experience in a student-facing or customer service role (Essential).
  • Experience managing shared inboxes and triaging queries effectively (Essential).
  • Experience supporting campaigns, events, or outreach activities (Essential).
• Skills & Abilities
  • Excellent interpersonal and communication skills, with the ability to create a welcoming and supportive environment for students (Essential).
  • Strong organisational skills, with the ability to prioritise tasks and manage time effectively (Essential).
  • Ability to maintain accurate and confidential records, and manage filing systems (Essential).
  • Confidence in using digital tools and systems, such as Microsoft Office and case management or CRM systems (Essential).
  • A demonstrable commitment to equity, diversity, and inclusion in all aspects of work (Essential).

Additional Information

Closing date: 22 February 2026 at 11:59pm.

Interviews are scheduled to take place on 05/03/2026 & 06/03/2026.

City St George’s offers a sector-leading salary, pension scheme and benefits including a comprehensive package of staff training and development.

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