Service Administrator (Triage)

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 thirty professionals striving to deliver the best experience possible for our students. 

As a Triage Service Administrator, you will play a key role in supporting students during their time at Imperial, helping them access the mental health and wellbeing support they need to thrive. Working as part of our growing, multidisciplinary team, you will help deliver a smooth and compassionate Single Point of Access (SPA) referral pathway for students. You’ll work closely with clinical staff, senior managers, and fellow administrators, providing essential triage and operational support that ensures students are quickly connected with the right services.

You’ll be based within a supportive, collaborative administrative team and will take particular responsibility for managing referrals, initial contact processes, appointment bookings, and maintaining accurate student records. Your work will help underpin the delivery of timely and responsive support to students in need.

What you would be doing

As a key member of our triage team, you will play a vital frontline role in supporting students who may be experiencing a range of emotional and mental health difficulties. You’ll act as a professional and compassionate point of contact, helping to remove barriers to mental health support and ensuring students are directed to the right support efficiently.

You will:

• Manage the Single Point of Access (SPA) inbox/phone lines receiving and processing incoming referrals.
• Support the triage team by contact with students, escalating risks, maintaining accurate and confidential records, and booking triage assessments.
• Manage appointment scheduling, including drop-in sessions, to maximise clinical capacity.
• Contribute to the development of administrative systems, triage resources, promotional materials, and outreach activities, as well as offer guidance and coaching to staff on administrative procedures.

What we are looking for

We are looking for a professional, resilient, and detail-focused individual with a strong background in mental health support services or a related field. You will need excellent administrative skills and the confidence to handle sensitive information and complex situations with professionalism and care.

To succeed in this role, you should have:

• Significant experience working within a mental health setting or triage /wellbeing setting, supporting multidisciplinary teams.
• Proven ability to work with individuals experiencing distress or crisis, responding calmly and compassionately while recognising when to escalate risk.
• Experience supporting or developing operational systems, protocols, or quality improvement initiatives within a service environment.
• Significant experience using case management systems, with strong skills in data management, reporting, and analysis.

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 38 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

Interviews will be held in person on Wednesday 13^th August 2025

The closing date given is a guide only. We may have to close the vacancy once a sufficient number of applications have been received. 

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