Switchboard Operator and Estates Services Assistant

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.

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.

Please see above

• SELECTION CRITERIA:


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


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


• Experience of using Switchboard system(s)


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


• 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


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


• 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.


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


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


• The ability to remain calm and diplomatic under pressure.


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


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