Location
Hendon, North West London

Hours
Full Time (hours not specified)

Salary
£28,840 per annum

About the Role
As part of a dedicated team of Student and Campus Enquiries Coordinators, you will provide excellent customer service and a welcoming, supportive, and knowledgeable service to students across face-to-face and virtual channels. You will engage in proactive communications to students via a range of channels on a variety of topics.

You will manage a high volume of enquiries and requests of varying complexity, guiding students through available interventions and identifying when they would benefit from advice or intervention from colleagues in mental health and wellbeing, disability, or academic support teams.

Working collaboratively in a student-centred way, you will help resolve challenges with students and colleagues across the university, ensuring students are informed and empowered to make the right decisions for themselves.

Principal Duties:
- Act as the first point of contact for all student enquiries and support requests, triaging and resolving issues independently where possible. For complex cases, coordinate with subject matter experts (e.g., finance, student administration, student support) to ensure students receive a resolution or clear next steps.
- Use data insights to identify students who may need navigation support (e.g., low engagement, tuition fee debt) and proactively reach out to offer guidance, signposting, and referrals to appropriate services.
- Accurately document student queries, next steps, and resolutions using University systems. Share digital resources, facilitate referrals, and book students with second-tier support teams. Monitor data, analyse trends, and recommend technology-driven improvements to enhance efficiency and service delivery.
- Produce documents such as Student Status Letters and Council Tax Exemption Certificates in line with University regulations, ensuring compliance while identifying opportunities to streamline and automate administrative processes.
- Participate in checking documentation and eligibility (such as oyster card audit, ID checks).
- Engage in team meetings, training, and professional development to maintain up-to-date expertise. Promote the service, contribute to student experience strategies, and propose service enhancements based on student interactions and feedback.
- Contribute to pan-university events including welcome, induction, and graduation.
- Undertake any other activities as appropriate and as requested by the Education and Student Experience leadership.

Experience
Experience in customer service or student support roles is advantageous but not explicitly required. Ability to manage multiple enquiries and coordinate with various teams is essential.

About you
You are approachable, empathetic, and able to provide clear guidance to students. You work well in a collaborative environment and are proactive in identifying and resolving student needs. Strong communication and organisational skills are essential.
You are comfortable using data insights and digital systems to support student navigation and service improvement.

Qualifications
No specific qualifications are stated; however, relevant experience or education in student services, administration, or a related field would be beneficial.