Customer Service Assistant - Temp Cover

Reference
1121309

Branch
University of Northampton

Start date
02/11/2026

Duration
2 Months

Hours and days
Monday to Friday - Office hours

Dress code
Business Dress

Rate of pay
£13.45

Holiday rate
£1.96

Role

Reporting to the Integrated Helpdesk Supervisor, 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.

•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•To use the university knowledge-base and web-pages effectively, identify inaccurate or outdated information and suggest additional relevant information.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.

•To represent the IHD and University at relevant university and sector committees, forums and events. The latter may include weekend, evening, shift work and/or Open or Discovery Days and other student recruitment related events.

• The post holder will be expected to undertake other responsibilities and tasks as reasonably requested by the IHD Supervisors.

• The post holder will be responsible and accountable for ensuring all employment legislative requirements are adhered to including equality and diversity and health and safety issues.

Skills and experience

Please ensure that your cover letter provides clear and specific examples to illustrate how you meet each essential criterion. Applicants that fail to do so will not be shortlisted.

Essential: 

Educated to GCSE level or equivalent

Experience of working in a customer service roleExcellent 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 changeAn 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

Desirable: 

Experience of working in a front-facing role within an educational setting

Experience of a range of operating systems

Experience of enquiry management processes and systems

Knowledge of Health and Safety legislation in relation to building use

Experience of operating switchboard and/or online chat

Location
Waterside Campus

Additional information
Please apply with a CV or cover letter that clearly demonstrates your skills and experience as it relates to the person specification above. 

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