Student Caller Team Leader

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JOB DESCRIPTION

Job title

Student Caller Team Leader

Location

A Central campus

Working Hours
  • Mandatory training (1 day):
  • In the week commencing 7th &/or 21st September 2026.
  • Practice tasks, then on the job resources in the Call Centre.

  • Shifts:
  • Variable. A minimum of 10 hours weekly during the Call Centre periods.
  • During the Call Centre opening periods, the selected team leader will need to be available for at least 1 fixed weekday each week between 9 am – 5.30 pm, and another half day.

  • Call Centre opening periods:
  • 1- Late October to December 2026 (7 weeks)
  • 2- February to March 2027 (7 weeks)
  • 3- May-June 2027 (3 weeks).

Salary

£17.36 per hour worked

Closing Date

25th May 2026 or when application capacity is reached

- Please only apply if you are going to be a student for the academic year commencing September 2026. -You will only be able to hold one part-time staff role during the academic year so please do not apply for multiple roles.


JOB PURPOSE

  • Westminster Students’ Union (UWSU) is recruiting team leaders for administrative support, and supporting Student Callers.
  • This programme is similar to a Call Centre where your role would be to complete daily administrative processes, and to provide reliable support to Student Callers and wider students for smooth running of each shift.
    • The Student Callers contact students at the university, check they are settled into life at Westminster well, and encourage them to seek support where necessary.

ACCOUNTABILITIES

  • Ensuring that the Call Centre runs smoothly in line with set processes.
  • Handling and resolving lower-level student caller issues, and support to wider students.

KEY RESPONSIBILITIES

  • Creating daily call lists and monitoring outcomes.
  • Oversee student callers and calls on shift, ensuring staff are up to date with call expectations and resources.
  • Sending accurate follow-up emails to students confidentially, using a call centre mailbox.
  • Following Call Centre procedures in place including around call escalations.
  • Good communication to line manager, including updating on key functions of the call centre daily and escalating any complex issues or concerns in a timely manner.
  • Creating and updating a weekly rota.
  • Checking and updating opt out information for students.

WHO WE’RE LOOKING FOR

To thrive in this role, you’ll need to be:

  • Organised and reliable: You'll often work with multiple spreadsheets open and will send daily updates, so being methodical is important. You will also need to have fixed availability for 1 -1.5 days a week.
  • Process-driven: You’ll follow clear workflows, and will be managing daily sheets, rota schedules, and student-facing emails. Confidence in following some set processes and attention to detail are important in this role.
  • A willingness to adapt and empathy: You will be working with up to 7 students on each shift and there will be some calls that need timely follow-up.

WHAT IS IN IT FOR ME?

  • Working in a successful programme -You'll have catch ups and feedback from the Peer Support Programme Coordinator.
  • Truly flexible working - you’ll never be asked to work over a lecture.
  • Access to our employability support and development programme
  • Rewarding conversations and a chance to develop valuable skills
  • Team socials and staff parties
  • Experience in a varied working environment and great culture- you get to work with other students!

PERSON SPECIFICATION

Key areas we are looking for

How will this be assessed

Qualifications

Must be a current student at the University of Westminster studying for the academic year from September 2026

A /I

Skills, knowledge & expertise

Student support & engagement

  • Friendly and assertive communication.
  • Accurate signpost support to wider students.

Reliability

  • Reliable timekeeping and time management
  • Working within the boundaries of your role.
  • Good communication.

General duties

  • Accountable /able to check and follow some written processes that involve attention to detail.
  • Can handle multiple areas e.g. creating a rota, follow up emails, daily call lists, student support, opt outs.
  • A basic working proficiency in Excel.

A/ I



A/I



A/I

Values & behaviours

  • A demonstrable commitment to our organisation’s values (proactive, honest, compassionate, sustainable)
  • Adaptable and able to take initiative.

A / I


A / I

Key code for the assessed column above:

-A= Assessment. -I= Interview.

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