Faculty Teaching & Learning Helpdesk Officer x2

Royal Holloway; Egham; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

Generous annual leave entitlement

Training and Development opportunities

Pension Scheme with generous employer/

Cycle to Work

Season Ticket Loans

Eyesight testing

Free parking

Job summary

Royal Holloway, University of London, in Egham, Surrey, seeks two Faculty Teaching & Learning Helpdesk Officers to support teaching and learning administration across faculties. The posts operate within central Student Administration and Faculty-based Teaching & Learning Operations teams.

The roles involve being the first point of contact for student and staff enquiries, logging and tracking enquiries, and helping with information provision and service improvements.

Qualifications

• Candidates should have excellent organisational skills and experience of working in an administrative or customer service environment.
• Able to manage competing priorities, communicate effectively with stakeholders, and work independently and as part of a team.
• Commitment to delivering high-quality service is essential.

Responsibilities

• Be the first point of contact for student and staff enquiries across Teaching & Learning activities.
• Coordinate and track enquiries, provide accurate information and escalate complex issues as needed.
• Log, monitor and respond to enquiries using relevant systems to ensure efficient, consistent service.
• Support teaching and learning processes across the student lifecycle, including assessment, student records and programme administration.

Skills

Organisational skills

Customer service experience

Communication

Teamwork

Job description

Faculty Teaching & Learning Helpdesk Officer x2

Right to work: Please note that it will not be possible for the University to issue a Certificate of Sponsorship to the successful candidate for this position. Therefore, the appointable candidate will need to be eligible to work in the UK or have leave to remain in the UK and associated right to work for the duration of their employment with the University, in accordance with the Immigration, Asylum and Nationality Act 2006.

2x Posts Available (Full-Time, Permanent).

Applications are invited for two Faculty Teaching & Learning Helpdesk Officer posts supporting Teaching and Learning administration across the University’s Faculties.

Teaching and Learning administration at Royal Holloway is delivered through a central Student Administration function and Faculty-based Teaching & Learning Operations teams, which are part of the wider Student Journey Division. These teams are designed to provide a consistent and effective service to both students and staff.

The two posts will support provision across the following Faculties:

Faculty of Business and Law

• Royal Holloway Business School

Faculty of Science

• Biological Sciences
• Computing, Security & Mathematics
• Physical Sciences & Engineering

The Helpdesk Officers will develop a breadth of knowledge across Faculty and central processes and demonstrate a commitment to shared service standards. They will be expected to work closely with Teaching & Learning Operations teams, academic colleagues, the Student Services Centre, and colleagues across other academic and professional services areas.

The role holders will act as a first point of contact for student and staff enquiries, supporting a range of Teaching and Learning activities including the coordination and tracking of enquiries, provision of accurate information, and escalation of more complex issues where appropriate. This will include the use of systems to log, monitor and respond to enquiries, ensuring an efficient and consistent service.

The posts will also support key Teaching & Learning processes across the student lifecycle, which may include aspects of assessment, student records, and programme administration. The role holders will provide first-line information and support to students, including signposting to appropriate services where required, and contribute to the continuous improvement of helpdesk processes and service delivery.

The post holders will be able to work with minimal supervision and recognise when to seek guidance from senior colleagues.

Candidates should have excellent organisational skills and experience of working in an administrative or customer service environment. They should be able to demonstrate the ability to manage competing priorities, communicate effectively with a range of stakeholders, and work both independently and as part of a team. A commitment to delivering high-quality service is essential.

In return we offer a highly competitive rewards and benefits package including:

• Generous annual leave entitlement
• Training and Development opportunities
• Pension Scheme with generous employer contribution
• Various schemes including Cycle to Work, Season Ticket Loans and help with the cost of Eyesight testing.
• Free parking

The posts are based in Egham, Surrey, where the University is situated in a beautiful, leafy campus near Windsor Great Park and within commuting distance from London.

Further information

If you have any queries about these posts, please contact:

Interview Date:Week Commencing 9 November 2026(please note that interviews for both posts will take place on the same day.)

Royal Holloway is committed to equality, diversity and inclusion (EDI), and encourages applications from all people regardless of age, disability, gender, marital status, parental status, race, religion or belief, sexual orientation, or trans status or history. More information on our structures and initiatives around EDI, including information on staff diversity networks, can be found on our Equality and Diversity Intranet page .