Details
1101530
University of Northampton
29/09/2025
1 Month
Part time or full time
Smart Casual
Pay
£12.60
£1.83
Description
Role
This role is temporary for six weeks in the first instance.
Customer Service Assistants deliver front line, first point of contact support and advice for students, staff and visitors across physical and virtual service points, including service desks, phone, email and web-based services, under the Integrated Help Desk (IHD). This may, depending on need involve roving and/or classroom support.
They ensure that timely, consistent and accurate information is delivered and triage to other university services as appropriate. They use enquiry management and other systems to effectively manage queries
Duties and responsibilities
•To deliver accurate, consistent and timely support and advice for students, staff and visitors via physical and virtual service points under the IHD. This will include service desks, phone, email and web-based services.
•To contribute to the achievement of IHD Service Level Agreements and Key Performance by ensuring tasks are completed using agreed operational policies, workflows, standards and timescales.
•To ensure that queries are logged appropriately and workflows followed to completion.
•To support university infrastructure, networks and applications and be responsible for inventory, administration and deployment of university assets.
•To ensure that the generation and use of data across university systems is managed within the law and is accurate, secure and meets Data Protection and confidentiality requirements.
•To use the university knowledge-base and web-pages effectively, identify inaccurate or outdated information and suggest additional relevant information.
•Understand who to, when and why queries should be referred.
•To participate in project work in support of other university departments as directed.
•Ensure that visitors are aware of Health and Safety and security protocols and other arrangements for the duration of their visit.
•Identify ongoing and recurring issues and report them to IHD managers in a timely manner.
•Liaise with colleagues within IHD and across the university to understand the work of the university and to contribute to the development of effective second-line support.
•Contribute to the collection of user-experience/satisfaction data and other key metrics
The post holder will be expected to undertake other responsibilities and tasks as reasonably requested by the IHD Supervisors.
Skills and experience
Educated to GCSE level or equivalent.
Experience of working in a customer service role.
Excellent digital skills including Office and Web applications.
Proven ability to identify and solve problems.
Ability to undertake a variety and range of tasks with accuracy and attention to detail.
Demonstrable ability to manage busy workloads and competing priorities.
Excellent communication skills.
Ability to work under pressure and remain calm and polite.
Ability to adapt to organisational change.
An enthusiastic, committed and adaptable personality.
A willingness to undertake new challenges and a flexible approach to learning and working across a range of tasks.
Ability to adapt to technological advances in the workplace.
Integrity and professionalism, demonstrating a commitment to ethical standards, confidentiality, and the University’s values of inclusivity, trust, sustainability and aspiration.
Location
Northampton
Additional information
This role is temporary to assist over the busy welcome period. Full and part time hours available. Please apply with a CV and cover letter clearly demonstrating your skills and experience.