Student Caller Team Leader

Scheduling

In the week commencing 7th and/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)

£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.
• 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 Qualifications

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

Skills, knowledge & expertise

• 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.
• 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.

Values & behaviours

• A demonstrable commitment to our organisation's values (proactive, honest, compassionate, sustainable).