Student Hub Administrator

Job summary

The Student Hub, part of the University Registry, brings together many of Imperial's key student support services in one easily accessible place. It is the first point of contact for existing students, prospective students, graduates, and other visitors/service users at both the South Kensington and White City campuses. The Student Hub provides a friendly, responsive, professional, and efficient customer focussed service.

We are looking to recruit a Student Hub Administrator (part-time, 2 days a week) to join the team to support our front of house service and deal with phone and digital enquiries across campuses.

Duties and responsibilities

We are seeking an individual who can provide an efficient and consistently high-quality service to all students and visitors to the Student Hub. The role is split between the campuses in White City and South Kensington. The work in South Kensington is as part of a larger team with more independent work required in White City.

You will assist in the delivery of an integrated student enquiry service, cross campus, and across varied communication mediums (mainly face to face, but also by telephone, email, web-based enquiry system and postal).

You will resolve student queries on behalf of specialist administration teams and triage complex queries. You will deal with and ‘own’ non-standard student enquiries, which span the entire spectrum of the student experience, to resolution.

You will be a key point of contact and representative for designated University departments and will act as the team specialist on assigned key areas across the spectrum of student administration and experience.

When working on our expanding White City campus, you will provide support to students and staff guests using the Student Hub space, managing the study rooms and support provisions.

Other duties include collecting payments at the Student Hub via credit/debit cards on behalf of the Finance teams and filing associated paperwork accordingly, as well as supporting key activities such as Biometric Resident Permit (BRP) distribution to students and Student Financial Support funding opportunities promotions, supporting the work of the larger Student Hub team.

Essential requirements

• Experience of working in a similar role, ideally in a student enquiries environment.
• Proven experience as a cooperative, self-motivated, effective and enthusiastic team member who can also work independently.
• Experience of providing a responsive, customer-focused service – on the telephone, via electronic medium and face-to-face.
• Excellent customer care skills, including sensitivity to the needs of your customers.
• Awareness of and sensitivity to cultural diversity.
• Excellent person-management skills and the ability to communicate, interact and build effective working relationships with a broad range of people both across the University and externally.
• Highly organised and meticulous administrative skills.
• Proven ability to meet tight deadlines and progress with several tasks simultaneously.
• Able to successfully resolve conflict and difficult situations quickly and sensitively.
• Flexibility and a capacity to adapt to the changing demands of the job.
• Respect for confidentiality, including the integrity and sensitivity of records.
• Excellent IT skills including high competency in Microsoft Office software.

Further information

This is an open-ended, part-time post (2 days per week). The successful postholder will be required to work flexibly between both the South Kensington and White City campuses.

Candidates are required to complete an online application. 

Should you require any further details on the role please contact: Inkeri Hibbins, Head of Student Hub, i.hibbins@imperial.ac.uk.

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