Student Experience Helpdesk Coordinator

University of Strathclyde; Glasgow; On-site; GBP 24,000 - 30,000; Full time

Job summary

University of Strathclyde in Glasgow is seeking a Student Experience Helpdesk Coordinator to coordinate day-to-day activities of the Helpdesk team and ensure students receive a high-quality, responsive service across enquiry channels.

You will support the Helpdesk Manager to develop staff capability, maintain service standards, monitor performance, and deliver continuous improvement across Student Experience services. For informal enquiries, please contact Mandy South at [e-mail]

Qualifications

• Responsible for coordinating day-to-day activities of the Student Experience Helpdesk team.
• Ensure a high-quality, responsive, and consistent service across enquiry channels.
• Support delivery of an accessible and student-centred service.

Responsibilities

• Supervise and support Student Experience Helpdesk Officers.
• Coordinate operational activity and oversee enquiry management.
• Act as the first point of escalation for complex, sensitive or unusual enquiries.
• Deliver first-line administrative and front-door support arrangements for Student Experience services.

Job description

Student Experience Helpdesk Coordinator (845601)

FTE: 1.0 (35 hours per week)

Term: Open

The Student Experience Helpdesk Coordinator is responsible for coordinating the day-to-day activities of the Student Experience Helpdesk team, ensuring students receive a high-quality, responsive and consistent service across all enquiry channels. The postholder will support the delivery of an accessible and student-centred service, helping students access the information, advice and support they need in a timely and effective manner.
Working as part of the Student Experience Directorate's front door approach, the postholder will supervise and support Student Experience Helpdesk Officers, coordinate operational activity, oversee enquiry management and act as the first point of escalation for complex, sensitive or unusual enquiries. The role combines day-to-day operational coordination with direct service delivery, ensuring a consistent and high-quality experience for students regardless of how they choose to engage with services.

The postholder will play a key role in supporting the Student Experience Helpdesk Manager to develop staff capability, maintain service standards, monitor performance, support quality assurance activities and deliver continuous improvement initiatives. Working closely with colleagues across the Student Experience Directorate, they will help strengthen referral pathways, develop staff knowledge and support the effective delivery of first-line administrative and front-door support arrangements for Student Experience services.

For informal enquiries, please contactMandy South,Student Experience Helpdesk Manager at [e-mail]

Student Experience Helpdesk Coordinator (845601)