Student Helpline Assistant (Student Experience Post)

University of Edinburgh; City of Edinburgh; Hybrid; GBP 25,000 - 26,000; Part time

Benefits offered by this job

Flexible/hybrid working

Generous annual leave entitlement

Staff discounts

Pension scheme

Broad staff benefits

Job summary

The University of Edinburgh is seeking six part‑time student workers to join Information Services Group / User Services / Operational Services. roles are 8–15 hours per week, paid at £13.55 per hour plus holiday pay.

The position offers hybrid working with initial on‑campus training, then flexible office or home working. The role supports calls on IT issues, finance matters and student immigration queries and runs until 29 August 2027.

Responsibilities

• Answer phone calls and record queries on IT issues, finance matters and student immigration queries.
• Take relevant details and resolve the query using solution instructions or pass to a specialist team.
• Contribute to a positive student experience and support internal and external stakeholders.

Job description

Grade UE03: £24,729 - £25,804 per annum pro rata, plus annual leave allowance

Information Services Group / User Services / Operational Services

Part-time: Guaranteed Hours between 8-15 hours per week

Fixed-term: until 29 August 2027

Vacancies available: 6

The Opportunity

We are recruiting 6 students to join our team, to answer phone calls and record queries on IT issues, finance matters and student immigration queries. The role is for 8-15 hours per week, paid at £13.55 per hour plus holiday pay. This is a great role to fit around your studies, gain experience working in a professional environment and to develop many transferable skills. All whilst having a direct positive impact on the experience of students and other internal and external stakeholders of the university. In 2025 we received 13,911 calls from staff, students, student’s family members, suppliers and customers of The University of Edinburgh.

In this role you will take relevant details of the query, either resolving the query yourself using solution instructions or passing it to a more specialist team to progress. Some common queries we receive are: how to pay tuition fees, commercial suppliers needing payment from the university, IT issues such as password or MFA problems, staff laptop performance issues, or applicants awaiting documents to apply for their visa.

A career with us has a range of other benefits that can be tailored to your lifestyle:

• Opportunities to develop new skills and broaden your experience;
• Good pay rates;
• Flexible/hybrid working;
• Excellent benefits and support;
• Contributing to the work and purpose of the University.

This post is part-time (8 to 15 hours per week, with potential to work up to 35 hours per week over summer dependent on business needs). This role offers hybrid working, the first few weeks will be on campus for training purposes. After this the role is flexible, so you can work in the office or from home. Our office locations are in the Main Library, and Forrest Hill, both on or near to George Square campus. The phoneline is open 9am – 5pm Monday to Friday (only closed during Winter Vacation 22nd December 2026 to 5th January 2027 inclusive). Each week you will select shifts that work around your schedule, shifts are 4 hours each.

This is a student experience post (UoE student), until 29 August 2027 (or until you stop being a matriculated student, whichever comes first).

As a valued member of our team, you can expect:

• A competitive salary.
• An exciting, positive, creative, challenging and rewarding place to work.
• To be part of a diverse and vibrant international community.
• Comprehensive Staff Benefits, including generous annual leave entitlement, a defined benefits pension scheme, a wide range of staff discounts, family-friendly initiatives, and flexible work options. Check out the full list on our staff benefits page and use our reward calculator to discover the value of your pay and benefits.

Championing equality, diversity, and inclusion

The University of Edinburgh holds a Silver Athena SWAN award in recognition of our commitment to advance gender equality in higher education. We are members of the Race Equality Charter, and we are also Stonewall Scotland Diversity Champions, actively promoting LGBT equality.

We welcome applications from all qualified candidates and particularly encourage applications from Widening Participation students, as we acknowledge they are currently underrepresented in our team.

Prior to any employment commencing with the University, you will be required to evidence your right to work in the UK. Further information is available on our right to work webpages.

Key dates to note

The closing date for applications is 12 October 2026.

Unless stated otherwise, the closing time for applications is 11:59 pm (UK time). If you are applying from outside the UK, the closing time shown on our adverts will automatically adjust to your browser’s local time zone

Interviews will be held in weeks commencing 19and 26 October 2026.