Service Administrator

Job number

ACA00447

Faculties

Academic Services

Departments

Student Services

Salary or Salary range

£41,005 - £45,616 per annum

Location/campus

South Kensington Campus - Hybrid

Contract type work pattern

Full time - Open ended

Posting End Date

26 Nov 2025

About the role

This is an exciting time to join the Student Counselling and Mental Health Advice Service at Imperial College We have been investing heavily in our Service to better support our students through university life. We have grown from a small team to a diverse and multifaceted group of over forty professionals striving to deliver the best experience possible for our students.

The Administrative Officer is a pivotal role within the Student Counselling and Mental Health Advice Service operations team, providing essential operational support that underpins the delivery of student mental health provision. Managed by the Service Operations Manager and working closely with clinical staff, senior managers, and fellow administrators, you will ensure that the Service runs smoothly and efficiently, helping us to respond swiftly and compassionately to students in need.

You will be part of a highly collaborative administrative team and will take particular responsibility for managing appointment systems, referrals, room bookings, maintaining data records, and liaising with both internal departments and external health services.

What you would be doing

As a key member of our Student Counselling and Mental Health Advice Service, you will play a vital role in supporting students facing a range of emotional and mental health challenges. You will be at the heart of our operations, ensuring the smooth running of operational and administrative processes and acting as a compassionate, professional first point of contact for students, many of whom may be in distress.

You will manage appointment bookings, maintain accurate and confidential records, and support internal and external communication – including with GPs, NHS services, and College departments. Your role will include waitlist management on our CRM system, applying risk protocols, and helping staff navigate complex student needs. You will also contribute to the development of service systems, promotional materials, and outreach activities, as well as offer guidance and coaching to staff on administrative procedures.

This is a dynamic and impactful role that places you at the frontline of student mental health support, helping to ensure that students in need are heard, held, and directed to the right help quickly and compassionately.

What we are looking for

Experience:

• Previous experience in a busy administrative or customer-facing role, preferably in a health, education, or welfare setting.
• Experience managing confidential data and understanding GDPR requirements.
• Familiarity with mental health services or student support services is highly desirable.

Skills:

• Excellent communication skills, both written and verbal.
• Strong organisational and time-management abilities.
• Confident in using databases and learning bespoke systems.
• Ability to triage and respond appropriately to emotionally sensitive or urgent situations.
• Skilled in data management, reporting, and handling Freedom of Information requests.

Personal attributes:

• Calm, compassionate, and grounded in the face of distress or crisis.
• Resilient, with the ability to maintain professional boundaries under pressure.
• A collaborative team player with a proactive attitude.
• Sensitive to issues of confidentiality, ethics, and mental health awareness.
• Open to learning and supporting others with training and coaching.

What we can offer you

• A dynamic working environment where your ideas and input will help shape the future of the Service.
• The opportunity to continue your career at a world-leading institution.
• Sector-leading salary and remuneration package (including 41 days off a year)
• Development opportunities both from excellent in-house management and leadership training, as well as a CPD budget, supervision and reflective spaces.

Further information

As this post is exempt from the Rehabilitation of Offenders Act 1974, a satisfactory Disclosure and Barring Service (DBS) check, at the appropriate level, will be required for the successful candidate. Further information about the DBS disclosure process can be found at: / or by telephoning You may also wish to view the College's DBS webpage for policy statements on the Recruitment and Employment of Ex-Offenders and the Secure Storage, Use, Retention & Disposal of Disclosures and Disclosure Information.

If you require any further details about the role, please contact: Andrea Archer –

Available documents

Attached documents are available under links. Clicking a document link will initialize its download.

Please note that job descriptions are not exhaustive, and you may be asked to take on additional duties that align with the key responsibilities mentioned above.

We reserve the right to close the advert prior to the closing date stated should we receive a high volume of applications. It is therefore advisable that you submit your application as early as possible to avoid disappointment.

If you encounter any technical issues while applying online, please don't hesitate to email us at We're here to help.

About Imperial

Welcome to Imperial, a global top ten university where scientific imagination leads to world-changing impact.

Join us and be part of something bigger. From global health to climate change, AI to business leadership, here at Imperial we navigate some of the world's toughest challenges. Whatever your role, your contribution will have a lasting impact.

As a member of our vibrant community of 22,000 students and 8,000 staff, you'll collaborate with passionate minds across nine London campuses and a global network.

This is your chance to help shape the future. We hope you'll join us at Imperial College London.

Our Culture

We work towards equality of opportunity, to eliminating discrimination, and to creating an inclusive working environment for all. We encourage applications from all backgrounds, communities and industries, and are committed to employing a team that has diverse skills, experiences and abilities. You can read more about our commitment on our webpages.

Our values are at the root of everything we do and everyone in our community is expected to demonstrate respect, collaboration, excellence, integrity, and innovation.

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