Student Experience Assistant

University of Plymouth - Education Services

Are you an excellent team player, with an aptitude for problem solving and an enthusiasm for customer service?

About the role

We are seeking to appoint a Student Experience Assistant (SEA) who will work in the Charles Seale-Hayne Library under the direction of the Service Operations Supervisors.

The role provides face-to-face and remote first-line assistance and advice as part of a library and student IT enquiry service: troubleshooting and resolving IT support requests; recording information using call management software; triaging enquiries and referring to other teams.

Enquiries may cover but are not limited to supporting the following areas:

• User accounts management
• Software support
• Incident reporting using Sunrise ITSM
• Assistive technology support
• Printing, copying and resource access and support.

As an SEA you will also be expected to operate across other functions of Education Operations according to need.

Support and administration tasks may include:

• Purchase and provision of print and electronic resources and materials
• Fulfilling inter-library loan requests
• Ensuring library stock is accessible by the timely shelving of items
• Managing learning spaces by monitoring aspects of health & safety, and usage
• Recording statistics and participating in stakeholder engagement and consultation exercises.

This role is required to work Mondays and Tuesdays (08:30 - 17:00), and Wednesday afternoons (12:00-15:30)

Due to the nature of the role, unfortunately we are unable to accommodate working from home.

For an informal discussion to find out more about the role then please contact Tom Wicks: by email at tom.wicks@plymouth.ac.uk by telephone on 01752 587 138.

What we’re looking for

In a frontline position, you will represent the ‘face of the service’ so it is important to our customers that staff are knowledgeable, competent, and deliver excellent customer service.

With that in mind, you will require the following:

• Excellent interpersonal, verbal, and written communication skills.
• Experience troubleshooting and responding to a wide variety of enquiries.
• Strong team worker who is reliable, flexible, and highly adaptable.
• Able to quickly learn new procedures and processes and apply them consistently.
• Confident working independently and knowing when to refer enquiries to others.
• Strong attention to detail, with good literacy and numeracy skills (including using Excel).
• Confident using digital technologies and able to learn new IT applications and digital platforms effectively.

For more information about the job and the person specification, please refer to the job description.

Application Process

In your application, please demonstrate how you meet the criteria outlined above and in the knowledge, qualifications, training and experience elements of the job description in your supporting statement.

Following the closing date of the vacancy, you will be notified on the outcome of your application in due course.

Our Offer

When joining us, you will receive:

• Generous annual leave: 25* Days Annual Leave (pro rata if part-time) plus Bank Holidays* & Closure Days*
• Generous pension scheme
• Cycle to Work & Electric Car Scheme
• Employee Assistance Programme
• Development opportunities
• Enhanced family leave
• Flexible working
• Retailer discounts
• On-site nursery

*Pro rata if part-time/fixed term contract.

A summary of our comprehensive benefits can be viewed here.

Additional Information

The University of Plymouth is an inclusive community where everyone is welcomed regardless of their background. To find out more about our inclusive community initiatives, such as Athena Swan and the Race Equality Charter, please visit our Equality, Diversity and Inclusion webpages.