Student Hub Officer

York St John University; York and North Yorkshire; On-site; GBP 30,000 - 34,000; Full time

Job summary

A leading higher education provider in York is seeking a Student Hub Officer to enhance student support services. The role involves responding to queries, managing complex cases, and contributing to service improvements within a newly established team. Ideal candidates will have a strong background in customer service, excellent communication skills, and the ability to thrive in dynamic environments. This position offers a unique opportunity to shape and develop student support services at the university.

Qualifications

• Experience of working in a customer service focussed environment.
• Excellent communication and interpersonal skills.
• Experience of triaging and managing queries and issues.
• Excellent standard of digital literacy.
• Excellent organisation skills and the ability to manage conflicting priorities.
• Commitment to continuous improvement and a positive attitude towards embedding change.

Responsibilities

• Respond to student queries in person, on the phone, and via the digital CRM portal.
• Provide support on complex cases and deliver team training.
• Help establish processes and improve service provision.

Skills

Customer service experience

Excellent communication skills

Query management

Digital literacy

Organisational skills

Commitment to continuous improvement

Job description

Student Hub Officer

Location: York Campus (on site required)

Salary: £30,378 to £33,951 per annum

Closing Date: Sunday 04 January 2026 at midnight

Introduction

York St John University has a long proud tradition as a distinguished higher education provider in the historic city of York, with the addition of a London campus for international students. Our success is founded on quality academic teaching and research, thriving campus environments, professional and pastoral support, and our values of an inclusive, innovative and ambitious community with a strong sense of belonging.

The Team

The University is excited to introduce our new Student Hub, launched in July 2025. The HELP team provides a wide range of student support and guidance in person, by phone and online via the Student Hub portal. The Student Hub is part of the Student Academic and Administration directorate and is a focal point for all students at our York and London campuses.

The role

Our Student Hub Officers form part of the wider HELP Team and offer guidance on a wide range of student queries across the full academic cycle, supporting students throughout the year. Officers respond to student queries in person, on the phone, and via our digital CRM portal. They also provide support on more complex cases, deliver team training, lead on relationship building and knowledge acquisition with third‑line teams, and take on project work to improve the Student Hub provision of service with an ethos of continuous improvement.

• Respond to student queries in person, on the phone, and via the digital CRM portal.
• Provide support on complex cases, deliver team training, lead relationship building and knowledge acquisition with third‑line teams, and take on project work to improve service provision.
• Help establish processes, refine ways of working, build clear documentation, build relationships with third‑line teams, and embed this new service across the institution.

This role will evolve as the Hub matures, offering a unique chance to be part of building something from the ground up. The position is ideal for someone who thrives in dynamic environments, enjoys contributing to projects at the formative stage, and is motivated by influencing how a new service becomes fully established.

Required skills and experience

• Experience of working in a customer service focussed environment.
• Excellent communication and interpersonal skills.
• Experience of triaging and managing queries and issues.
• Excellent standard of digital literacy.
• Excellent organisation skills and the ability to manage conflicting priorities.
• Commitment to continuous improvement and a positive attitude towards embedding change.

Additional information

For informal enquiries please contact Ruth Townsend [e-mail].

The selection process will include an interview and a written skills test; further details will be provided if you are shortlisted.

Unfortunately this role is not eligible for Skilled Worker Visa sponsorship; however we welcome your application if you can evidence right to work in the UK via an alternative route.