Student Support Hub Coordinator

Student Support Services are currently looking to recruit a Student Support Hub Coordinator.

Duties and responsibilities

Core responsibilities include supporting and delivering face-to-face customer service, actively engaging with students in the Hub, triaging queries across in-person, Support@City, telephone and LiveChat channels, and resolving enquiries wherever possible or coordinating specialist input where required.

The holder will serve as a first escalation point for routine student or space-related issues, helping ensure duty-of-care responsibilities are upheld. This includes escalating concerns appropriately, and ensuring adherence to GDPR and all data-handling processes.

They will lead on aspects of customer service quality, modelling best practice, supporting consistent service delivery, and liaising with teams across and outside the Student Support Hub to support a seamless student enquiry experience.

In relation to service delivery monitoring, the holder will support frontline feedback, contribute to monthly operational reports, and recommend practical service improvements. They will also act as a “digital champion”, to improve response quality and ensure consistency. Monitoring Support@City workflows and supporting in the development of the digital delivery service provision such as LiveChat.

Supervision of the formal staffing rota so that sufficient staff resource is available during the opening hours of the Student Support Hub (particularly important during peak periods e.g. the first few days of term and during examinations).

Assist with the development and contribute to projects that ensure that the Student Support Hub provides students with a service that meets their needs, and which accords with or exceeds practice in other parts of the HE sector, and wider service industry.

Use discretion to decide short-term priorities and if applicable, the priorities of the Student Support Hub front-desk team.

Skills and experience

•Experience in higher education or a student-facing support service.

•Experience coordinating rotas, annual leave or sickness tracking, or supporting operational logistics.

•Familiarity with safeguarding, wellbeing, or mental-health first-aid principles.

•Experience producing reports or monitoring service-delivery data.

•Experience in customer service delivery across multiple channels including; face to face, telephone, email & live chat

•Ability to provide peer guidance, supervise daily workflow, and support onboarding of new staff.

•Excellent communication skills with the ability to explain processes and information clearly both verbally and in writing.

•Experience using CRM/case management systems, digital enquiry channels (e.g., Live Chat), and the Microsoft Office suite.

•Proven ability to work independently, use initiative, and resolve problems at first contact wherever possible.

Location
Student Support Hub, Drysdale Level 1, City St Georges University of London