Student Hub Officer (218-25)

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

Job summary

A well-regarded educational institution located in York is seeking a Student Hub Officer. The role involves providing guidance on student queries, supporting the development of the new Student Hub, and enhancing the overall student experience. Applicants should have strong customer service skills and a commitment to continuous improvement. This is a full-time, on-site position, and offers the opportunity to influence and shape a new service at the University as it grows and matures.

Qualifications

• Experience working in a customer service focused environment.
• Ability to triage and manage queries and issues effectively.
• Excellent standard of digital literacy.

Responsibilities

• Provide guidance on a wide range of student queries.
• Respond to queries in person, on the phone, and via the CRM portal.
• Contribute to the development of the Student Hub services.

Skills

Customer service experience

Excellent communication skills

Digital literacy

Excellent organisation skills

Ability to manage conflicting priorities

Commitment to continuous improvement

Job description

Full time, Permanent

Location: York Campus (on site required)

Salary: 30,378 to 33,951

Introduction to YSJ university

Situated in the heart of the historic city of York, and with the addition of our London Campus for international students, York St John University has a long and proud tradition as a distinguished higher education provider.

Our success is founded on the quality of academic teaching and research, our thriving campus environments, our 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 which launched in July 2025. The HELP team provide 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 relating to all third line teams that comprise the Student Hub. They show campus-wide expertise across the full academic cycle and answer a range of student queries throughout the academic year that support students through their University journey. As part of the HELP Team, Officers respond to student queries in person, on the phone, and via our digital CRM portal. Officers also provide support on our 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.

The Student Hub is a new initiative at York St John, launched in July 2025, and is in an exciting phase of growth and development. In the early months, this role will play a key part in shaping the Hub's future helping to establish processes, refine ways of working, build clear documentation, build relationships with third line teams, and embed this new service across the institution.

This position is ideal for someone who thrives in dynamic environments, enjoys contributing to projects at their formative stage, and is motivated by the opportunity to influence how a new service becomes fully established. Applicants should expect the role to evolve as the Hub matures, but the initial period offers a unique chance to be part of building something from the ground up.

Due to the nature of this role HELP staff are expected to work from the York campus either on the front desk or in one of the Hub offices. Requests for agile working cannot be supported. Occasional travel to the London campus may be required.

Required skills and experience

The successful candidate must have:

• 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 managing conflicting priorities
• Commitment to an ethos of continuous improvement and a positive attitude towards embedding change

Additional information

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

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

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

Closing Date: 04 Jan 2026
Category: Admin & Technical (Including Research vacancies)