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Student Accommodation Office Adviser

Campus Services

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Imperial College London, Exhibition Road, London, UK


  • Posted on: 08th Nov 2021
  • Salary: £33,977 - £38,360
  • REF: FOG00565
  • Closes: 21st November 2021
  • Contract Type: Permanent
  • Hours: Full Time

Job description

Job summary

The Student Accommodation Office Adviser role is to provide an efficient and consistently high-quality service to all students and prospective students.

Deal with and ‘own’ non-standard student enquiries, which span the entire spectrum of the student experience, to resolution. Assist in the delivery of an integrated student enquiry service, cross campus, and across varied communication mediums (by telephone, email, web-based enquiry system and postal).

The role will also involve the marketing of accommodation, allocation of places and advice for students (living in halls of residence and in the private sector) on accommodation issues and private housing.

You will also be the key point of contact and representative between specific Halls of Residence, Campuses and College departments to provide specialism for assigned key areas.

Duties and responsibilities

    • Deal with all student, parent and other parties’ queries and resolve any issues regarding all aspects of student life, academic, social and welfare. Ensure information is recorded in the enquiry management system consistently and accurately to assist with monitoring, evaluation and tracking.


    • Ensure that enquiries are dealt with promptly and efficiently in line with department standards and follow up enquiries on behalf of students through to resolution, and if necessary, with the appropriate section or department and ensure a timely and accurate response is given.


    • Manage confidential/sensitive enquiries appropriately, referring to all resources and services available. When necessary provide support to anxious students and deal with difficult individuals in an assertive, yet supportive manner.


  • Monitor and update the information systems used and be familiar and confident in using all College IT systems including Kinetics, ASK, ICIS and Imperial Home Solutions and Microsoft Office Applications.

Essential requirements

    • A Level or Equivalent and demonstrate experience in a similar role, preferably in Higher or Further Education


    • Experience of working in a busy customer focused environment


    • A high level of literacy and the ability to express ideas clearly and concisely


    • A high degree of computer literacy, particularly detailed understanding and demonstrable experience of Microsoft Office, Excel, PowerPoint and Outlook


    • Extensive experience of using various databases and spreadsheets with a high level of accuracy and consistent attention to detail


    • Excellent person-management skills and the ability to communicate, interact and build effective working relationships with a broad range of people both across the College and externally


    • Proven ability to meet tight deadlines and progress with several tasks simultaneously and be aware of their importance


    • Organised, managed and efficient office administrative skills


    • Be enthusiastic, self-motivated and an effective team player


    • A pro-active and flexible approach to work with the ability to adapt to changing situations in a considered and calm manner and to work well under pressure


    • Experience of communicating by social media for running successful communication campaigns e.g. Facebook, Twitter


    • Experience of financial procedures and cash handling


  • Able to successfully resolve conflict and difficult situations quickly and sensitively

Further information

Contract Details:

Operational Services Grade 3a

Salary – £33,977 -£38,360

Full Time / Open Ended

The standard working week consists of 35 hours, 5 days out of 7 but will require a flexible approach to working, including occasional evenings and weekends and able to work at any location, as reasonably required.

In addition to your competitive salary, other benefits offered by the College include:

  • Career development training
  • Generous holiday allowances
  • A company pension scheme
  • A reduced rate in our sports centre
  • Interest free season ticket/cycle loan schemes

If you are looking for the next stage in your career, you could be just the person we’re looking for. Please apply now!

Closing date: Midnight on Sunday, 21 November 2021

(Please note, we do reserve the right to close this advertisement early if we receive a high volume of applications .)

For further information, please contact Sue Mannion, Student Accommodation Office Manager by email at s.mannion@imperial.ac.uk

Additional information

Please note that job descriptions cannot be exhaustive and the post-holder may be required to undertake other duties, which are broadly in line with the above key responsibilities.

All Imperial employees are expected to follow the 7 principles of Imperial Expectations:

  • Champion a positive approach to change and opportunity
  • Communicate regularly and effectively within, and across, teams
  • Consider the thoughts and expectations of others
  • Deliver positive outcomes
  • Encourage inclusive participation and eliminate discrimination
  • Develop and grow skills and expertise
  • Work in a planned and managed way

In addition to the above, employees are required to observe and comply with all College policies and regulations.

We are committed to equality of opportunity, to eliminating discrimination and to creating an inclusive working environment for all. We therefore encourage candidates to apply irrespective of age, disability, marriage or civil partnership status, pregnancy or maternity, race, religion and belief, gender identity, sex, or sexual orientation. We are an Athena SWAN Silver Award winner, a Disability Confident Leader and a Stonewall Diversity Champion.

For technical issues when applying online please email support.jobs@imperial.ac.uk .

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