Faculty Teaching & Learning Helpdesk Officer

Job description

Royal Holloway, University of London (Student Administration) is recruiting a Faculty Teaching & Learning Helpdesk Officer (job ref 0926-323), full time and permanent, at an expected starting salary of £29,297 per annum including London Allowance (a higher point may be offered for exceptional skills and experience). The role supports Teaching and Learning administration across the Faculty of Business and Law (Business School, Law School) and the Faculty of Science (Biological Sciences; Computing, Security & Mathematics; Physical Sciences & Engineering; Psychology). The post sits within the central Student Administration function and the Faculty-based Teaching & Learning Operations teams, part of the wider Student Journey Division, and is expected to work with minimal supervision. Interviews: week commencing 9 November 2026. Contacts: Daniel Green (Daniel.Green@rhul.ac.uk) or Cheralyn Terblanche (Cheralyn.Terblanche@rhul.ac.uk); quote ref 0926-323.

Responsibilities

• Act as the first point of contact for student and staff enquiries
• Log, track and coordinate enquiries using relevant systems, and respond consistently and efficiently
• Provide accurate information and escalate complex issues appropriately
• Give first-line support to students, including signposting to other services
• Support student lifecycle processes, which may include assessment, student records and programme administration
• Help improve helpdesk processes and service delivery

Requirements

• Excellent organisational skills
• Experience in an administrative or customer service environment
• Ability to manage competing priorities
• Effective communication with a range of stakeholders
• Ability to work independently and as part of a team
• Commitment to high-quality service (essential)

Benefits

• Generous annual leave
• Training and development opportunities
• Pension scheme with a generous employer contribution
• Cycle to Work, Season Ticket Loans and help with eyesight test costs
• Free parking

Skills

• Administration
• Customer service
• Enquiry handling
• Student records