Student Hub Administrator

About the role

Do you have excellent customer service skills and a talent for making people feel supported, even when things get complicated? Imperial College London is looking for a Student Hub Administrator to be a first point of contact for students at one of the world's leading universities, helping them navigate everything from fee payments to visa documentation.

Working across our South Kensington and White City campuses, you'll be part of a friendly, fast-paced team resolving student queries face to face, by phone, email and online, turning what could be a stressful moment into a positive experience.

What you would be doing

You will be the friendly, knowledgeable face of the Student Hub, helping students, parents and visitors resolve queries that span the full breadth of university life, academic, financial, social and welfare. Day to day, you will:

• Manage, resolve or triage enquiries within agreed service levels, working closely with specialist teams such as Admissions, Student Financial Support, Student Records and International Student Support.
• Take student tuition fee and accommodation payments accurately and in line with financial procedures.
• Support the university's visa compliance checks and keep student records up to date in the Student Records System in relation to visa documentation.
• Process and issue official documentation, such as statements of registration and proof of student status, working closely with other Registry teams.
• Check student documentation and identification to support wider student administration processes.
• Record every enquiry accurately in the enquiry management system to support monitoring and service improvement.
• Provide calm, supportive guidance to anxious students and handle difficult situations with tact and assertiveness.

What we are looking for

You don't need to have worked in higher education before, what matters most is your ability to deliver a brilliant customer experience. We are looking for someone who can demonstrate:

• Experience in a similar role, ideally within a student enquiries or customer-facing environment.
• A responsive, customer-focused approach across telephone, email and face-to-face interactions.
• Excellent organisational skills, with a high level of accuracy and attention to detail.
• The ability to manage several tasks at once, meet tight deadlines, and prioritise effectively.
• Strong IT skills, including confidence with Microsoft Office and the ability to pick up new systems quickly.
• A flexible, self-motivated approach and the ability to build effective working relationships across a large organisation.
• Sensitivity and discretion when handling confidential information, and an awareness of cultural diversity.

What we can offer you

• The opportunity to build your career at a world-leading institution and be part of our mission to use science for humanity.
• A sector-leading salary and remuneration package, including 41 days' annual leave and generous pension scheme.
• A flexible working policy from day one, generous family leave, on-site leisure facilities and a cycle-to-work scheme.
• Interest-free season ticket loans for travel.
• A diverse, inclusive and collaborative work culture, with staff networks and wellbeing resources to support you.

Further information

This is a full-time (35 hours per week) fixed term post until 31 July 2027. 

Candidates are required to complete and online application. CVs alone will not be considered.

If you require any further details about the role, please contact: James Balloch, Director of the Student Hub at j.balloch@imperial.ac.uk

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