This job is no longer available.
You can view related vacancies or set-up an email alert notification when similar jobs are added to the website below.

Switchboard 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:                    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.



 



 



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.



Qualifications

please see above



Skills

  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



 

MORE JOBS LIKE THIS

Job Description: Research Assistant (participatory toolkit: engaging with young communities)



 



The aim is to produce a toolkit designed to help researchers and practitioners to employ participatory methods when working with young people. The research assistant will also be working alongside researchers and stakeholders to understand ‘youth voice,’ youth social action and solutions to issues facing young Londoners.



 



The toolkit will draw on our experiences of participatory research with and for young people; especially, the process of involving young people as peer researchers (16- to 25-year-olds) within our existing ‘Youth Social Action’ project commissioned by the Greater London Authority. In addition to analyse the findings, the young steering group members challenge us methodologically and epistemologically, and have thus developed innovative approaches and methods that not only will enhance the research, but also make the ‘Youth Social Action’ project more meaningful, empowering and engaging to the young people involved.



The project consists of two components: (1) research with Key Stage 3 students (12- to 14-year-olds) where the key part of the qualitative data is collected through school workshops; and, (2) research with 16- to 25-year-olds, where the data is collected through interactive activities, as part of the ‘Young Changemakers’ event, scheduled to take place on 12 July 2024 at London Metropolitan University.



Qualifications

This is a great opportunity for a graduate student or PGR student who want to further develop skills around academic research (qualitative), writing and delivering of school workshops.



Skills

To support this project, we need two research assistants to support us with the following tasks:



Conduct desk-based research




  • Help capture the youth participatory approach applied on the project.

  • Undertake literature searches as appropriate, and a literature review around participatory research involving young people.

  • Assist in the analysis of qualitative data, as directed by the research leads.

  • Summarise the key findings of the activities.



Presentation of findings




  • Assist with the presentation of findings.

  • Participate in the documentation of the results arising from research activity.

  • Contribute towards the publication of the toolkit.



Planning and managing resources




  • Work to deadlines and manage competing priorities, with direction as appropriate from project leads.



University/school profile




  • As appropriate, liaise with relevant internal and external contacts/organisations in related areas of study.



Delivery of project




  • Assist with planning and delivery of an event, taking place at London Metropolitan University, where the aim is to run fun, interactive research activities for 16- to 25-year-olds.

  • Assist with planning and delivery of two workshops for Key Stage 2 students, scheduled to take place in a school in Camden, London, on 15 and 16 July, 2024.

This is an exciting opportunity to join an Innovate UK CyberASAP project aiming to address Risk Assessment in Transactions under Security Threats.



The financial losses in UK online banking due to fraud annually amount to almost 2 billion pounds. With the losses in online trading due to fake accounts, stolen credentials and information leaks the figure becomes truly astronomical. The design of security solutions requires complex expertise - understanding of the processes within transactional systems under threat, knowledge of potential adversaries and their malicious behaviour, justified choice of suitable tools for detection, neutralisation and prevention, and their proper configuration. The need for software for modelling the security infrastructure, estimating the security risks and analysing the impact of the solutions on security is extremely high due to the complexity of the task and the impossibility of demonstrating the solutions experimentally. this role is for the development of a desktop software application that:




  1.     Implement a model for risk assessment in transactions under security threats.

  2.     Design a model for behaviour analysis through simulated transactions

  3.     Calculate the security risks based on parameters of security analytics.

  4.     Determination of the impact of security infrastructure on risks



Qualifications

First Degree in IT related decipline

Current (near completion) or Awarded MSc in AI or Cyber Security



Skills

The ideal candidate for this position is a current/graduated AI/ Cyber Security/ Software Engineering PG student who will assist in the market research, modelling and implementation of software (MDP and Visualization algorithms for solving risk assessment tasks under security threats). strong programming skills are required.



A mixed background that combines knowledge from various areas, such as Machine Learning (ML), Cyber Security, and software engineering.

Purpose of the Post:



 



To support the Fees and Collections Manager with the proactive chasing of outstanding tuition fee debts. Through management and up keep of effective administrative systems the role will ensure that all chased debts are accurate and that students and stakeholders are communicated with in a professional manner.



 



In addition to supporting the collection of unpaid tuition fees the role will also support the Fees & Bursaries Team with general tasks such as building fees, and  responding to general fees and bursaries queries.



Main Activities and Responsibilities:




  • To provide administrative support for the university’s debt management process. Ensuring that students with outstanding tuition fees are communicated to in a timely and effective manner.



 




  • To support the charging and collection of student fees, maintaining data on the student records system.



 




  • To update and maintain local records of all tuition fee debt collection communication, both by the university and by students.



 



 




  • To provide customer service and advice and guidance to students who have tuition fee arrears ensuring that students are directed to both the necessary administrative services and pastoral support.



 




  • To attend University enrolment events to determine tuition fee liability/tuition fee status, apply any discounts, calculate the correct chargeable fee and check payments or other method of funding (amongst other ancillary duties). This may involve out of hours working.



 




  • Liaising with third parties such as Student Loan Company, NHS and overseas embassies to resolve issues and facilitate release of fee payments;



 




  • To assist in all aspects of the administration of bursaries including, but not limited to, the LSBU Annual Bursary and Access Bursary awards.



 




  • Responding efficiently and professionally to fees enquiries or requests for information, using guidance and procedures to resolve problems effectively and knowing when and how to refer very complex queries;



 




  • Reviewing and proactively inputting to the development and improvements of Student Fees systems and processes.



 




  • Demonstrate an understanding of and be able to communicate to all customers (applicants, students, sponsors, colleagues) clear and concise  information relating to  funding and financial support including, Undergraduate Tuition Fee and Maintenance Loans, Postgraduate Loans & Scholarships.



 




  • Audit records to ensure tuition fee invoices are raised correctly, in a timely manner and to ensure completeness of income. (i.e. creating, crediting, and voiding invoices on the University student records systems).



 




  • Monitor and act on work requests relating to course changes and check on authenticity of such requests. Update databases as required, ensuring accurate records are maintained pertaining to interruptions, withdrawals, course changes, refunds, invoicing and other changes.



 




  • Update student records with the latest information from external and internal sources including Sponsors, Student Finance England, Schools, International Office, Admissions and the University Income Team.



 




  • Provide advice and respond to customer queries regarding current government student support regulations, tuition fee assessment, tuition fee charges and fee debt, by telephone, by email, in writing or face to face (where necessary).



 




  • Provide advice and feedback to colleagues throughout the University and at all levels on fee related and administrative issues, including, but not limited to Tuition Fee Regulations, Academic Regulations, APELS, Bursaries, student financial support, student debt, student attendance etc



 




  • To provide cover for other members of the Fees & Bursaries Team during vacation and sickness and (on request) to support other members of the Fees & Bursaries Team in the completion of their duties.



 




  • To assist in the training of new members of the Fees & Bursaries Team



 




  • Assist in the update of training materials for the use of the Fees & Bursaries Team and to take part in the provision of face to face training for School and other administrative staff



 




  • Attend all necessary training/information sessions including UKCISA training prior to enrolment, relevant SFE meetings, compulsory training (Health & Safety/GDPR etc) and any other necessary events.



 




  • General clerical and administrative duties including (but not limited to) filing, scanning and attaching records to the INVU system; provision of fee related letters to students on request; monitoring of general tracker queries and answering telephone queries within service level agreements.



 




  • Undertake any other duties that may reasonably be required by your manger.



Qualifications

A Bachelor's Degree



Skills

Qualifications:




  1. A Bachelor’s Degree, equivalent qualifications or relevant work experience.



 



Experience / Knowledge




  1. Previous administrative experience preferably in a financial or student administration in higher education.

  2. Experience in customer-focused service delivery with a knowledge and understanding of the needs of students, clients and partners, and responding in a positive way to any feedback received.

  3. Experience of using and maintaining databases (student records databases preferred but not essential) & finance systems, together with a excellent level of knowledge of Microsoft Word and Excel.



 



Competencies:



 




  1. Teamwork - Actively seek to promote positive and open working relationships, co-operating and liaising with others to achieve goals.  Build and maintain an environment of co-operation and trust within the team.

  2. Communication – Demonstrate a high degree of interpersonal skills, communicate regularly, clearly and effectively with staff and students using the full range of communication methods: face to face; electronically and in writing.

  3. Initiative - Be willing to go beyond the normal constraints, work flexibly and apply lateral thinking approaches to problem solving. To lead on projects and take ownership of specific areas of work in line with the needs of the business.

  4. Additional Skills – be able to organise ones own time effectively and efficiently, to prioritise workloads, to quickly follow and understand instruction or guidance and highly developed analytical skills.

  5. Equal Opportunities – Be able to demonstrate an understanding of equality and diversity and to show an understanding of issues relating to equal opportunity and its practical application in the work environment.

  6. Able to demonstrate an understanding of, and commitment to, equality and diversity, and its practical application.

MORE JOBS LIKE THIS