Our client is looking for an experienced Ask4Help Assistant to work on a 34.50 hour per week contract role to start on the 16-11-17 until the 30-11-17 with a likely extension to the job.
Hours: 4:00 pm -11:59 PM, Monday, Thursday, Fariday, Saturday & Sunday
The working pattern for this position is Monday, Thursday and Friday 17:00 - midnight, Saturday & Sunday 16:00 - midnight. We can provide a taxi home. The interview will be via telephone.
Purpose of the job
The Ask4Help Administrator will provide high quality customer support covering the virtual service, physical service desks, and roving functions across all sites as timetabled by the Ask4Help Coordinators. The Administrator will use Support Works to log and refer all queries and will use FAQs developed in the service to assist in answering or referring enquiries. The post holder must be committed to providing excellent customer service and able to work under pressure.
Contribute to the provision of a professional support service by ensuring high levels of customer satisfaction and by responding positively to feedback.
Support the needs and expectations of relevant stakeholders by following the University’s standard processes, procedures and practices as appropriate.
Contribute to the development of a collaborative, collegiate and inclusive culture which includes sharing information and good practice with others.
Work co-operatively and maintain effective relationships with others, internally and externally to the University, as appropriate to own area of responsibility.
Develop and maintain a good working knowledge of own area of responsibility.
Demonstrate a flexible attitude to change which will support the University in meeting existing and future needs.
Act corporately, promoting the ‘One University’ principle and promoting the Faculty or Service within and outside the University where relevant.
Undertake other responsibilities as required.
Deliver excellent customer service and provides a welcoming, efficient, helpful and informative service to all customers.
Support the Ask4Help Coordinators in ensuring the delivery of an excellent forward facing customer service for Ask4Help in all Academic services including virtual, frontline and roving services.
Regularly work across sites and functions as timetabled by the Ask4Help Coordinators.
Input all queries into Support Works and use SWs to send referrals to other University Services or Faculties.
Use FAQs developed in the Ask4Help team to answer and refer customer enquiries Work to specific procedures to ensure a consistent and excellent customer service.
Assist in various aspects of the service development as deemed appropriate.
Assist in monitoring Service standards Undertake regular and mandatory training to ensure service excellence.
Working knowledge of relevant systems, equipment, processes and procedures including standard software packages.
Appreciation of the standards for the conduct and output of the role.
Experience and Understanding of Customer Care.
Understanding of relevant policies and procedures, as they affect the role.
Experience of receiving and responding to, enquiries from/to customers.
Level 2 qualification or higher (equivalent to 5 GCSEs Grades A-C including English and Maths) and relevant professional experience.