Front Line Service Coordinator

University of Toronto; Toronto; On-site; CAD 72,000 - 92,000; Full time

Job summary

The Front Line Service Coordinator at the University of Toronto's School of Graduate Studies serves as the first point of contact for graduate students and administrators. You respond to a high volume of inquiries and direct users to the appropriate resources, delivering professional, courteous support in every interaction.

Reporting to the Associate Director, Graduate Academic Services, you will coordinate front-line coverage, assist with staffing, maintain ROSI and GradApp records, and train

Qualifications

• A Bachelor's Degree or equivalent experience.
• At least 3 years in academic service delivery related to graduate education.
• Experience in front-line customer service or administrative roles.

Responsibilities

• Respond to a high volume of inquiries and direct students to resources.
• Coordinate and maintain front-line coverage across staff.
• Update and maintain student records in ROSI and GradApp (Slate).
• Provide training and coaching for new procedures and staff.

Skills

Customer service

Communication

Data entry

Time management

Problem-solving

Education

Bachelor's Degree or equivalent experience

Tools

ROSI

GradApp (Slate)

SharePoint

Job description

Front Line Service Coordinator

Date Posted: 09/14/2026
Req ID: 50165
Faculty/Division: School of Graduate Studies
Department: School of Graduate Studies
Campus: St. George (Downtown Toronto)
Position Number: 00039060
Existing Vacancy: Yes

Description:

About Us

The School of Graduate Studies (SGS) promotes University-wide inclusive excellence in graduate education, research and professional training to ensure high standards across the various academic divisions, as well as supporting postdoctoral fellows. SGS defines and administers University-wide regulations for graduate education. We share responsibility for graduate education with graduate units and divisions, and operate through a system of collegial governance, consultation, and decanal leadership.

SGS also provides expertise and advice; reviews the design and delivery of programs; develops performance standards; supports access, equitable inclusion, fairness, and ethical conduct in graduate education; organizes services and financial assistance to graduate students; encourages a close and positive relationship between research and graduate instruction and represents the cause of graduate education at the University of Toronto and in the broader academic and general community.

More information about the School of Graduate Studies is at: http://www.sgs.utoronto.ca/Pages/default.aspx

Your Opportunity

The Front Line Service Coordinator is the first point of contact for graduate students and administrators reaching out to the School of Graduate Studies. The incumbent responds to a high volume of enquiries, provides detailed information on processes, policies, and procedures, and directs students to the appropriate resources when a question falls outside the scope of the role. As the public face of the office, the incumbent brings professionalism and courtesy to every interaction, resolving routine issues and escalating more complex matters as required.

Reporting to the Associate Director, Graduate Academic Services, the incumbent develops and coordinates the front-line schedule among all staff who provide front-line coverage and provides training and coaching for new procedures and staff. The Front-Line Service Coordinator updates and maintains student records in ROSI and GradApp (Slate), ensuring information accuracy, currency, and consistency. Sound judgment, attention to detail, and the ability to manage competing priorities in a fast-paced environment are essential to success in this role.

Essential Qualifications

• Bachelor's Degree or an acceptable combination of equivalent experience
• Minimum three (3) years of related experience in academic service delivery related to graduate education
• Experience working directly with the public in a front-line, customer service, or administrative role
• Experience updating and maintaining records in a student information system (e.g. ROSI, GradApp) or related database
• Strong verbal and written communication skills
• Strong attention to detail and accuracy in data entry
• Good time management and organizational skills, with the ability to manage a high volume of work and competing deadlines
• Resourceful, practical problem-solver, able to connect students with the right people and offices across the University, and to upscale and collaborate with other teams as needed
• Ability to remain professional and courteous, including in difficult or high-pressure interactions
• Proficiency with M365 Suite, including Outlook, Excel, Word, PowerPoint, and SharePoint
• Ability to work with minimal supervision

Assets

• Experience in graduate education at the University of Toronto
• Experience with University of Toronto student information systems such as ROSI, GradApp (Slate), and customer relationship management systems

Closing Date: 09/23/2026, 11:59PM ET
Employee Group: USW
Appointment Type: Budget - Continuing
Schedule: Full-Time
Pay Scale Group & Hiring Zone: USW Pay Band 10 -- $72,119. with an annual step progression to a maximum of $92,226. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol.
Job Category: Student Services

Lived Experience Statement

Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.

Job descriptions are available upon request for internal applicants.

Diversity Statement

The University of Toronto embraces Diversity and is building a culture of belonging that increases our capacity to effectively address and serve the interests of our global community. We strongly encourage applications from Indigenous Peoples, Black and racialized persons, women, persons with disabilities, and people of diverse sexual and gender identities. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences, and expertise are essential to strengthening our academic mission.

As part of your application, you will be asked to complete a brief Diversity Survey. This survey is voluntary. Any information directly related to you is confidential and cannot be accessed by search committees or human resources staff. Results will be aggregated for institutional planning purposes. For more information, please see http://uoft.me/UP.

Accessibility Statement

The University strives to be an equitable and inclusive community, and proactively seeks to increase diversity among its community members. Our values regarding equity and diversity are linked with our unwavering commitment to excellence in the pursuit of our academic mission.

The University is committed to the principles of the Accessibility for Ontarians with Disabilities Act (AODA). As such, we strive to make our recruitment, assessment and selection processes as accessible as possible and provide accommodations as required for applicants with disabilities.

If you require any accommodations at any point during the application and hiring process, please contact [e-mail].

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