To support the day-to-day operations and service excellence of Taylor’s Academic Language and Knowledge Hub (Talk@Taylor’s) by ensuring that peer assisted academic language support is delivered consistently, proficiently, and effectively. The role coordinates an integrated support pathway for students in speaking, presentation skills, academic writing, and referencing, and ensures that service delivery is aligned to institutional student experience priorities, operational governance requirements, and agreed stakeholder expectations across SGSL, Library, Facilities, and ICT.

 KEY RESULT AREAS / RESPONSIBILITIES

Service operations and student experience delivery

• Coordinate daily service operations for the Hub including opening readiness, on-site service flow, and student support. 
• Administer scheduling for peer coaching and confidence building programmes, including managing session timetables, capacity allocation, and peak period adjustments.
• Support delivery of coaching and confidence building programmes through a structured calendar of speaking support, writing support, and academic language and study skills clinics and workshops.
• Provide appropriate first contact guidance to students on service scope and pathways, including referrals to academic services or counselling where relevant and in accordance with agreed procedures.

Peer coach coordination and capability building

• Coordinate recruitment administration, onboarding, rostering, and ongoing support for Student Peer Coaches, ensuring clear role expectations and service standards.
• Provide guidance to Student Peer Coaches to support consistent delivery quality, appropriate boundaries, and professional engagement with students

Governance, quality assurance, and risk controls

• Implement and maintain standard operating procedures, including session boundaries, academic integrity safeguards, and escalation pathways.
• Coordinate quality assurance checks for service delivery, including observation and feedback mechanisms, documentation of service issues, and corrective follow up actions.
• Ensure that operations remain consistent with relevant institutional policies and agreed stakeholder.

Stakeholder coordination and communications

• Prepare structured management updates periodically, including progress status, key risks and mitigations, utilisation indicators, and recommendations for service refinement.
• Support marketing and communications implementation in collaboration with relevant teams, and stakeholders on the purpose and function of the hub including social media management related tasks

Reporting and continuous improvement

• Maintain systematic records and documentation for operating efficiency, auditability, and continuous improvement.
• Track and report basic service data, including usage levels and programme effectiveness, by monitoring and maintaining data analytics for reporting purposes.

JOB SPECIFICATION

MINIMUM ACADEMIC/PROFESSIONAL QUALIFICATION

Minimum bachelor’s degree in any field, or a Master’s degree (preferred). 

RELATED EXPERIENCE

• Relevant experience, preferably in an educational institution, student services environment, academic support setting, or equivalent front line service setting.
• Experience supporting service operations, scheduling, and stakeholder coordination.
• Experience in frontline customer service and stakeholder management.

COMPETENCIES (KNOWLEDGE, SKILLS & ABILITIES)

• Ability to organise and maintain records systematically and accurately.
• Strong operational and administrative coordination skills, including scheduling and day-to-day service logistics.
• Strong customer service skills, with professionalism in handling student enquiries and first contact guidance.
• Strong interpersonal skills and the ability to interact with peers, academics, students, and staff with tact and sensitivity.
• Ability to provide guidance to students in English speaking and writing development and to support Student Peer Coaches in consistent service delivery.
• Ability to work independently and collaboratively across teams, and to adapt to changes in responsibilities and operational needs
• Ability to meet tight timelines and manage multiple tasks effectively.
• Proficiency in common office and reporting tools, including Excel and presentation or design tools such as Canva, with the ability to use approved AI tools for productivity when required.
• Strong problem solving capability and sound judgement in handling operational issues and service improvements.

COMPETENCIES (BEHAVIOURAL)

The role is expected to demonstrate Taylor’s Core Values RECIPE through observable behaviours.

• Respecting and caring for each other, demonstrated through professional courtesy, tact, and student centred service.
• Excellence, demonstrated through attention to detail, consistent standards, and continuous improvement.
• Communication, demonstrated through clear, timely, and respectful updates and stakeholder engagement.
• Integrity, demonstrated through appropriate boundaries, confidentiality, and compliance with procedures.
• Passion, demonstrated through proactive ownership, responsiveness, and commitment to student development.
• Enjoyable environments, demonstrated through a welcoming presence that supports positive engagement and belonging.