The Team
The University is excited to introduce our new Student Hub which launched in July 2025. The HELP team provide a wide range of student support and guidance, in person, by phone and online via the Student Hub portal. The Student Hub is part of the Student Academic and Administration directorate and is a focal point for all students at our York and London campuses.
The role
Our Student Hub Advisers form part of the wider HELP Team and offer guidance on a wide range of student queries relating to all third line teams that comprise the Student Hub. They show campus-wide expertise across the full academic cycle and answer a range of student queries throughout the academic year that support students through their University journey.
Our Student Hub Advisers lead on the majority of first line support via the front desk and phones and will respond to student queries arriving via our digital CRM portal (answering, triaging, or passing to third line teams as appropriate), and will also make outbound support calls to students at key points in the year.
The Student Hub is a new initiative at York St John, launched in July 2025, and is in an exciting phase of growth and development. In the early months, this role will play a key part in shaping the Hub’s future — helping to establish processes, refine ways of working, build clear documentation, build relationships with third line teams, and embed this new service across the institution.
This position is ideal for someone who thrives in dynamic environments, enjoys contributing to projects at their formative stage, and is motivated by the opportunity to influence how a new service becomes fully established. Applicants should expect the role to evolve as the Hub matures, but the initial period offers a unique chance to be part of building something from the ground up.
Due to the nature of this role HELP staff are expected to work from the York campus either on the front desk or in one of the Hub offices. Requests for agile working cannot be supported. Occasional travel to the London campus may be required.
Required skills and experience
The successful candidate must have:
1. Experience of working in a customer service focussed environment
2. Excellent communication and interpersonal skills.
3. Experience of triaging and managing queries and issues.
4. Excellent standard of digital literacy
5. Excellent organisation skills and the ability to managing conflicting priorities
6. Commitment to an ethos of continuous improvement and a positive attitude towards embedding change
Additional information
For informal enquiries please contact Claire Kydd at .
The selection process will include an interview plus a skills test with written and verbal elements; further details will be provided if you are shortlisted for interview.
Unfortunately this role is not eligible for Skilled Worker Visa sponsorship however we welcome your application if you are able to evidence right to work in the UK via an alternative route.
We offer a range of family friendly and inclusive policies and facilities and welcome applications from individuals from underrepresented backgrounds. As part of our commitment to providing an inclusive working environment, consideration is given to all requests for job share or flexible working arrangements.
This vacancy is scheduled to close on the date indicated at the bottom of this advert, but we may close earlier if we receive a high level of applications.
Application process support
We are keen to support you throughout the recruitment process. Before starting your application please refer to the attached candidate application form guidance below which provides advice about completing the application process.
Please note that CVs are not accepted in place of the application form. Within the application process you will be asked to answer a selection of work-related questions. Our aim is to get to know you, and understand your individual skills and experience, and how you would apply these within the role. We are aware that AI can be helpful in shaping your responses, but we encourage you to share your answers in your own words.
Our benefits package
We offer a wide range of employee benefits including -
- Excellent annual leave entitlement, including five discretionary university closure days over the Christmas period
- Disability leave (applies to staff who have disclosed a disability and is also available to staff with disabled dependants)
- Pension scheme
- Health Cash Plan after six months service
- Employee Assistance Programme
- Paid leave for Armed Forces Reservists
- On-campus courses, one-to-one tutorials, and online resources to help you develop your digital skills and work with new software
- Relocation expenses package for certain roles
- Reimbursement of Skilled Worker Visa application fees and for additional costs (if applicable to the role)
Further information about life at YSJ
Our attached 'further information' document below provides further information about our culture, achievements and testimonials from our employees.
Closing Date - Sunday 11 January 2026 at midnight Provisional Interview Date - Friday 23 January 2026