Student Support Hub Lead — Frontline Services

City St George's; Greater London; Hybrid; GBP 47,000 - 60,000; Full time

Job summary

City St George’s, University of London is seeking an experienced Senior Student Support Hub Adviser to lead frontline service delivery within the Student Support Hub. The post holder will supervise advisers, ensure smooth day-to-day operations and contribute to a high-quality student experience.

You will coordinate staffing, manage enquiries across in-person, phone, email and online channels, and help drive improvements that enhance customer service standards and overall operational

Qualifications

• Experienced customer-focused professional with supervisory experience in student-facing or customer service environments.
• Strong organisational, communication and problem-solving skills.
• Understanding of student support and the higher education sector.

Responsibilities

• Lead and supervise a team of Student Support Hub Advisers, ensuring the effective day-to-day operation of the Student Support Hub.
• Coordinate staffing rotas, workload allocation and service coverage across enquiry channels, including in-person, telephone, email and online services.
• Support service improvement initiatives, maintain high customer service standards, develop effective stakeholder relationships, and contribute to projects that enhance the student experience and operational effectiveness of the service.

Job description

City St George’s, University of London is seeking an experienced Senior Student Support Hub Adviser to lead frontline service delivery within the Student Support Hub. The post holder will supervise advisers, ensure smooth day-to-day operations and contribute to a high-quality student experience.

You will coordinate staffing, manage enquiries across in-person, phone, email and online channels, and help drive improvements that enhance customer service standards and overall operational