Student Hub Administrator

SONICOM; Greater London; On-site; GBP 39,000 - 42,000; Full time

Benefits offered by this job

41 days annual leave

Cycle-to-work scheme

On-site leisure facilities

Flexible working policy

Generous pension scheme

Interest-free season ticket loans

Job summary

Imperial College London is seeking a Student Hub Administrator to be the friendly first point of contact for students, helping with fee payments, visa documentation and more across South Kensington and White City campuses.

You will resolve queries face to face, by phone, email and online, triaging with specialist teams and maintaining accurate records in the Student Records System. This is an on-site, full-time fixed-term post.

Qualifications

• Experience in a similar student enquiries or customer-facing environment.
• Strong IT skills including Microsoft Office and ability to learn new systems quickly.
• Excellent organisational skills with a high level of accuracy and attention to detail.
• Flexible, self-motivated approach and ability to build effective relationships across a large organisation.

Responsibilities

• Manage, resolve or triage enquiries within agreed service levels, coordinating with Admissions, Student Financial Support, Student Records and International Student Support.
• Take student tuition fee and accommodation payments accurately and in line with financial procedures.
• Support visa compliance checks and keep student records up to date in the Student Records System.
• Process and issue official documentation, such as statements of registration and proof of student status.
• Check student documentation and identification to support wider student administration processes.
• Record every enquiry accurately in the enquiry management system to support monitoring and service improvement.
• Provide calm, supportive guidance to anxious students and handle difficult situations with tact.

Skills

Customer service

Face-to-face interactions

Telephone support

Organisational skills

Attention to detail

IT literacy

Time management

Cultural awareness

Tools

Microsoft Office

Job description

Job number ACA00521 Faculties Academic Services Departments Registry Salary or Salary range £38,608 - £41,666 per annum Location/campus South Kensington and White City Campus - On site only Contract type work pattern Full time - Fixed term Posting End Date 30 Aug 2026

About the role

Do you have excellent customer service skills and a talent for making people feel supported, even when things get complicated? Imperial College London is looking for a Student Hub Administrator to be a first point of contact for students at one of the world's leading universities, helping them navigate everything from fee payments to visa documentation.

Working across our South Kensington and White City campuses, you'll be part of a friendly, fast-paced team resolving student queries face to face, by phone, email and online, turning what could be a stressful moment into a positive experience.

What you would be doing

You will be the friendly, knowledgeable face of the Student Hub, helping students, parents and visitors resolve queries that span the full breadth of university life, academic, financial, social and welfare. Day to day, you will:

• Manage, resolve or triage enquiries within agreed service levels, working closely with specialist teams such as Admissions, Student Financial Support, Student Records and International Student Support.
• Take student tuition fee and accommodation payments accurately and in line with financial procedures.
• Support the university's visa compliance checks and keep student records up to date in the Student Records System in relation to visa documentation.
• Process and issue official documentation, such as statements of registration and proof of student status, working closely with other Registry teams.
• Check student documentation and identification to support wider student administration processes.
• Record every enquiry accurately in the enquiry management system to support monitoring and service improvement.
• Provide calm, supportive guidance to anxious students and handle difficult situations with tact and assertiveness.

What we are looking for

You don't need to have worked in higher education before, what matters most is your ability to deliver a brilliant customer experience. We are looking for someone who can demonstrate:

• Experience in a similar role, ideally within a student enquiries or customer-facing environment.
• A responsive, customer-focused approach across telephone, email and face-to-face interactions.
• Excellent organisational skills, with a high level of accuracy and attention to detail.
• The ability to manage several tasks at once, meet tight deadlines, and prioritise effectively.
• Strong IT skills, including confidence with Microsoft Office and the ability to pick up new systems quickly.
• A flexible, self-motivated approach and the ability to build effective working relationships across a large organisation.
• Sensitivity and discretion when handling confidential information, and an awareness of cultural diversity.

What we can offer you

• The opportunity to build your career at a world-leading institution and be part of our mission to use science for humanity.
• A sector-leading salary and remuneration package, including 41 days' annual leave and generous pension scheme.
• A flexible working policy from day one, generous family leave, on-site leisure facilities and a cycle-to-work scheme.
• Interest-free season ticket loans for travel.
• A diverse, inclusive and collaborative work culture, with staff networks and wellbeing resources to support you.

Further information

This is a full-time (35 hours per week) fixed term post until 31 July 2027.

If you require any further details about the role, please contact: James Balloch, Director of the Student Hub at [e-mail]

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. It is therefore advisable that you submit your application as early as possible to avoid disappointment.

If you encounter any technical issues while applying online, please don't hesitate to email us [e-mail]. We're here to help.

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, your contribution will have a lasting impact.

As a member of our vibrant community of 22,000 students and 8,000 staff, 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, to eliminating discrimination, and to 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.