Service Administrator

Imperial Enterprise; Greater London; On-site; GBP 26,000 - 32,000; Full time

Benefits offered by this job

43 days off a year

Sector-leading salary

In-house professional development

Job summary

Imperial College London’s Student Counselling and Mental Health Advice Service is seeking an Administrative Officer to ensure smooth operations and responsive support for students in need.

You will manage appointment bookings, maintain confidential records, and liaise with GPs, NHS services, and College departments. The role involves triaging referrals, data handling, and contributing to service systems and outreach activities.

Qualifications

• Experience in a busy administrative or customer-facing role.
• Experience handling confidential data and GDPR.
• Familiarity with mental health or student support services is desirable.

Responsibilities

• Manage appointment bookings and maintain confidential records.
• Liaise with internal departments, GPs, NHS services and external partners.
• Triaging referrals and applying risk protocols; support service systems development.
• Provide guidance and coaching to staff on administrative procedures.

Skills

Excellent communication

Organisational skills

Databases usage

Triage for sensitive/urgent situations

Data management & reporting

Tools

GDPR knowledge

Job description

This is an exciting time to join Imperial College London’s Student Counselling and Mental Health Advice Service. We have made significant investment in the Service, strengthening our capacity and developing how we support students throughout their university experience.

We are a diverse, multidisciplinary team of over 40 staff, bringing together a range of professional expertise and experience. We are committed to delivering high-quality, compassionate and responsive support, with our students at the heart of everything we do.

The Administrative Officer is a pivotal role within the Student Counselling and Mental Health Advice Service, providing essential operational support that underpins the delivery of student mental health provision. Working closely with clinical staff, senior managers, and fellow administrators, you will ensure that the Service runs smoothly and efficiently, helping us to respond swiftly and compassionately to students in need.

You will be part of a highly collaborative administrative team and will take particular responsibility for managing appointment systems, referrals, maintaining data records, and liaising with both internal departments and external health services.

What you would be doing

As a key member of our Student Counselling and Mental Health Advice Service, you will play a vital role in supporting students facing a range of emotional and mental health challenges. You will be at the heart of our operations, ensuring the smooth running of administrative processes and acting as a compassionate, professional first point of contact for students, many of whom may be in distress.

You will manage appointment bookings, maintain accurate and confidential records, and support internal and external communication – including with GPs, NHS services, and College departments. Your role will include triaging referrals, apply risk protocols, and help staff navigate complex student needs. You will also contribute to the development of service systems, promotional materials, and outreach activities, as well as offer guidance and coaching to staff on administrative procedures.

This is a dynamic and impactful role that places you at the frontline of student support, helping to ensure that students in need are heard, held, and directed to the right help quickly and compassionately.

What we are looking for

Experience:

• Previous experience in a busy administrative or customer-facing role, preferably in a health, education, or welfare setting.
• Experience managing confidential data and understanding GDPR requirements.
• Familiarity with mental health services or student support services is highly desirable.

Skills:

• Excellent communication skills, both written and verbal.
• Strong organisational and time-management abilities.
• Confident in using databases and learning bespoke systems.
• Ability to triage and respond appropriately to emotionally sensitive or urgent situations.
• Skilled in data management, reporting, and handling Freedom of Information requests.

Personal attributes:

• Calm, compassionate, and grounded in the face of distress or crisis.
• Resilient, with the ability to maintain professional boundaries under pressure.
• A collaborative team player with a proactive attitude.
• Sensitive to issues of confidentiality, ethics, and mental health awareness.
• Open to learning and supporting others with training and coaching.

What we can offer you

• A dynamic working environment where your ideas and input will help shape the future of the Service.
• The opportunity to continue your career at a world-leading institution.
• Sector-leading salary and remuneration package (including 43 days off a year)
• Excellent in-house professional development and supervision

Further information

As this post is exempt from the Rehabilitation of Offenders Act 1974, a satisfactory Disclosure and Barring Service (DBS) check, at the appropriate level, will be required for the successful candidate. Further information about the DBS disclosure process can be found at: http://www.homeoffice.gov.uk/agencies-public-bodies/dbs / or by telephoning 03000 200 190. You may also wish to view the College’s DBS webpage for policy statements on the Recruitment and Employment of Ex-Offenders and the Secure Storage, Use, Retention & Disposal of Disclosures and Disclosure Information.

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.

If you have any general queries about this vacancy, please contact the hiring manager listed in the ‘Further Information’ section. Alternatively, you can contact the Recruitment Hub at [e-mail], and we will be happy to assist you.

If you experience any technical issues that prevent you from submitting an application, please contact our Technical Support team at [e-mail] , who will be able to help resolve the issue.

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, 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, eliminating discrimination, and 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.