At a Glance
- Tasks: Support students with queries and navigate university life at a top global institution.
- Company: Join Imperial College London, a leading university with a vibrant community.
- Benefits: Enjoy 41 days of annual leave, flexible working, and a generous pension scheme.
- Other info: Be part of a diverse, inclusive team with excellent growth opportunities.
- Why this job: Make a real difference in students' lives while building your career.
- Qualifications: Customer service experience and strong organisational skills are key.
The predicted salary is between 38608 - 41666 £ per year.
Job number ACA00521 Faculties Academic Services Departments Registry Salary or Salary range £38,608 - £41,666 per annum Location/campus South Kensington and White City Campus - On site only Contract type work pattern Full time - Fixed term Posting End Date 30 Aug 2026
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.
If you require any further details about the role, please contact: James Balloch, Director of the Student Hub at j. balloch@imperial. ac. uk
Attached documents are available under links. Clicking a document link will initialize its download.
Please note that job descriptions are not exhaustive, and you may be asked to take on additional duties that align with the key responsibilities mentioned above.
We reserve the right to close the advert before the stated closing date, should we receive a high volume of applications.
It is therefore advisable that you submit your application as early as possible to avoid disappointment.
If you encounter any technical issues while applying online, please don't hesitate to email us atsupport. jobs@imperial. ac. uk. We're here to help.
About Imperial
Welcome to Imperial, a global top-ten university where scientific imagination leads to world-changing impact.
Join us and be part of something bigger.
From global health to climate change, AI to business leadership, here at Imperial we navigate some of the world’s toughest challenges.
Whatever your role, your contribution will have a lasting impact.
As a member of our vibrant community of 22,000 students and 8,000 staff, you’ll collaborate with passionate minds across nine London campuses and a global network.
This is your chance to help shape the future. We hope you’ll join us at Imperial College London.
Our Culture
We work towards equality of opportunity, to eliminating discrimination, and to creating an inclusive working environment for all.
We encourage applications from all backgrounds, communities and industries, and are committed to employing a team that has diverse skills, experiences and abilities.
You can read more about our commitment on our web pages .
Proud signatory of the Armed Forces Covenant. We welcome applications from the Armed Forces community.
Our values are at the root of everything we do, and everyone in our community is expected to demonstrate respect, collaboration, excellence, integrity, and innovation.
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Student Hub Administrator employer: SONICOM
At SONICOM, we pride ourselves on being an excellent employer by fostering a diverse and inclusive research environment that encourages collaboration and innovation. Our commitment to employee growth is reflected in our sector-leading salary and opportunities for professional development, making this an ideal place for passionate individuals to thrive in the field of mitochondrial medicine.
StudySmarter Expert Advice🤫
We think this is how you could land Student Hub Administrator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at SONICOM. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like SONICOM before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Student Hub Administrator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to SONICOM:Your cover letter is your chance to shine! Tell us why you want to work at SONICOM specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at SONICOM!
How to prepare for a job interview at SONICOM
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
