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Switch board Operator and Estates Services Assistant

£28,704 - £28,704
 

Job Description

JOB SPECIFICATION



 



Faculty/Department:        Estates and Academic Environment



 



Job Title/Grade:               Switchboard Operator and Estates Services Assistant –



           Grade 4



 



Reporting to:                    Group Contracts, Security and customer services Manager



 



 



 



JOB SPECIFICATION



 



Faculty/Department:        Estates and Academic Environment



 



Job Title/Grade:               Switchboard Operator and Estates Services Assistant - Grade 4



 



Reporting to:                    Head of Security and Estates Customer Services



 



Purpose of the post:



 



To provide a friendly and professional customer focussed telephony service, ensuring appropriate and timely response to internal and external callers.



 



To provide a friendly and professional customer focussed service to internal and external customers using the Timetabling and Servicedesk services.



 



As a frontline service for the University, the role holder will be expected to represent the University in accordance with the values and standards of the organisation.



 



During certain periods the post holder may also be required to assist with cover for the Estates Service Desk.



Qualifications

Please see above



Skills

MAIN ACTIVITIES AND RESPONSIBILITIES:



 




  1. To deliver a professional, customer-oriented telephony service; responding to calls and enquiries promptly and politely and transferring callers to the requested or most suitable destination.

  2. To operate the telephony system, ensuring all faults and issues are reported promptly.

  3. To direct callers to alternative resources (i.e. LSBU website, email, etc.) where appropriate.

  4. To monitor internal numbers and accuracy of telephone records and advise of identified discrepancies.

  5. To assist The Timetabling Team in the smooth running of the Central Room Booking and Timetabling service.

  6. Processing central room booking requests by phone or email in a professional and customer friendly manner.

  7. To update classroom timetable displays and provide PDF room booking sheets to relevant stakeholders on a weekly basis.



 




  1. Respond promptly and effectively to customer requests ensuring that all calls and emails to the EAE Service Desk are logged using the Computer Aided Facilities Management (CAFM) system and prioritized by urgency in line with the departments Service Level Agreement.



 




  1. Undertake other duties temporarily or on a continuing basis, as may reasonably be required, commensurate with the grade.



 



Data Protection and Data Quality



Post holder to comply with the University’s Data Protection Policy and the Data Protection Act 1998 at all times when accessing, processing personal data.



Post holder to adhere to data quality and generate data that is accurate, valid, reliable, timely, relevant and complete.



 



 



SELECTION CRITERIA:



 




  1. Excellent customer communication skills: the ability to communicate calmly and patiently and to assist a range of internal and external callers

  2. Experience of delivering a public customer facing service; ideally within an enquiries or call centre environment

  3. Experience of using Switchboard system(s)

  4. Educated to at least GCSE level or possess equivalent work experience ideally in and estates and facilities or property management environment.



 




  1. A flexible approach to work; the willingness to adapt to changing circumstances and to assist within other areas of the department’s activities when required



 




  1. Experience of dealing with customer requests in a polite, efficient and effective manner.



 




  1. Experienced in a comparable role providing a highly customer focused service with the ability to deal with email and telephone enquires in a calm and professional manner.



 




  1. Good organisational skills and an ability to use initiative and work as part of a team.



 




  1. Ability to work successfully as part of team or on own initiative with a minimum of supervision.



 




  1. The ability to remain calm and diplomatic under pressure.



 




  1. Well-developed interpersonal and oral/written communication skills.



 




  1. Have a comprehensive working knowledge of IT systems and experience of computerised Help Desk systems is desirable.



 




  1. An understanding of, and commitment, to diversity in the workplace.



 




  1. H&S

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  • Wednesday 29th March & 5th April: 6:30am, 2pm, 5pm

  • Friday 31st March: 7am, 5pm

  • Monday 3rd April: 7am, 2pm

  • Good Friday 7th April: 1 session time TBC (whatever suits you)

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+ shadowing classes/training for each session prior to starting independently on Wednesday 29th.



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Each session takes approximately 45 minutes to 1 hour.



The time requirement for this role is 15 hours total (12 hours of classes + 3 hours of training).



Qualifications

Qualification in a related field (e.g., physiotherapy).



Skills

Prior knowledge of exercise/fitness and proper form preferred (e.g., physiotherapy, PT qualification).

Job purpose



To main focus of the post holder is dedicated to effectively provide confidential, professional administrative support to the Head of Housing Services and to the Housing Services team. To effectively provide a customer focused reception service of excellence for Housing Services. To be the first point of contact for, and to represent the team, both internally and externally, whether in person, by telephone or by email, responding to all generic enquiries or by referral to an appropriate team member when escalating non-routine enquiries.



The post holder will be required to support the Head of Housing Services in delivering a customer focused service of excellence; providing advice and guidance encompassing the broad range of housing options available to students and staff.  The range of this role is not limited to the Queen Mary halls of residence, but includes nominated private providers, private housing as well as homestay or short stay options.



 



Main duties and responsibilities




  • To provide a customer focused first point of contact to students, staff and private landlords, the public and other external bodies, judging when to pass on or escalate complex queries.

  • To check all applications received for housing eligibility, and issue relevant and timely feedback to applicants.

  • To represent Housing Services at all Queen Mary internal and external events, particularly at main residential arrival and departure days, to provide and sustain a positive image for Residential Services

  • To manage and keep updated the Housing Services team diaries.

  • To check the accuracy and relevance of information and imagery on the Residential Services website..

  • To provide administrative support to the Housing Services team.

  • To advise the Head of Housing Services on noticeable trends in customer enquiries.

  • To be flexible at key times within the university calendar to support the delivery of services that will be outside normal business hours, which will include working in the evenings and at weekends

  • To comply with all Queen Mary and Directorate policies and procedures and demonstrate a commitment to the Directorate purpose statement and values

  • To implement recognised good practice in communication and cohesion, to promote the culture and behavioural change programme that has been embarked upon by the Directorate.



Qualifications

GCSE, NVQ (Level 3) or City and Guilds in English and Maths or equivalent



Skills

  • Significant experience working within an HEI or privately built student residential environment

  • Significant experience working in a customer service environment providing exceptional customer service

  • Understanding of the relevant regulations and national codes of practice and the implications of non-compliance

  • Experience managing conflicts, resolving or escalating complaints, with the ability to use own initiative to handle difficult situations with tact and sensitivity

  • Familiarity with budgeting and financial management

  • Knowledge and understanding of HEI Admissions systems, key dates and SITS student record system

  • Knowledge of the private sector housing market



Skills/Abilities




  • Excellent written and verbal communication and interpersonal skills with the ability to communicate effectively with staff and external contacts at all levels

  • Computer literate with a good knowledge of Microsoft Office software, particularly Excel

  • Able to plan, manage and monitor a variety of commitments, balancing workloads to meet service demands

  • Excellent attention to detail and a systematic approach to work

  • Friendly, approachable, diplomatic and able to relate to people

  • Flexible attitude and willing to learn, develop and improve both individually or as part of a team



Other




  • Able to deal with personal, private and confidential issues with appropriate discretion (Data Protection Act)

  • Able to manage job role in line with customer expectation of Equality and Diversity Policy

  • Able to identify resolutions to problems and utilise analytical skills

About us



The Data Governance and Security team with SED develops, maintains, and supports system and process security, data governance, data protection compliance, regulatory reporting, and external and internal audit requirements. The team ensures that strategies and procedures in relation to these areas are fit for purpose and is responsible for providing a ‘gold source’ of all student and course information data to ensure best practice.



About the role



The Senior Student Data Assurance Officer will provide assurance and operational support to colleagues engaged in both internal/external reporting and in business as usual activites that rely on the quality of our student data. This will entail the provision of end-to-end administrative support in triaging enquiries, resolving student data quality issues, supporting the statutory HESA data return (submitted in August and September 2024) by fixing data errors and supporting the generation of HEARs (online transcripts) for students.



This would be an excellent opportunity for a candidate who is interested in gaining experience in working with data, making operational use of IT programmes such as Excel and SQL and who wish to utilise their skills to ensure that the quality of our student data is accurate and of the highest quality.



This is a temporary role, with an end date of 8th November 2024.



Qualifications

We think a wide range of different work and educational experiences could support you to be successful in this role. Relevant work experience might include work in data management or analytics. Relevant educational experiences might include higher education in a related discipline, professional qualifications or other training



Skills

The following skills would be essential in the role:



-Excellent IT skills, including experience of Office software (Word, Excel, Outlook email, web etc.) 



-Good communication skills and a willingness to work in a team, with multiple stakeholders



-The ability to deal with competing priorities



Experience of SQL and using a student records system would be desirable

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