UniHelp Reception and Switchboard Administrator

The below is only for MDX Graduates

These s would be responsible for providing a professional and comprehensive first point of contact service for all students, visitors, staff and callers to the Main University and Sheppard Library Receptions and the University Switchboard,  providing a welcoming, positive, professional, and knowledgeable approach on a broad range of services and procedures. They would also be involved in completing some UniHelp administrative tasks and any other Welcome duties as may be required.

Duties and responsibilities

• Carry out reception and switchboard duties providing general information to enquirers/callers concerning all aspects of the University. 
• To record and convey information such as advising students on entry requirements; explaining University processes and procedures (for example deferrals and extenuating circumstances) to customers/suppliers/visitors/enquirers and relevant staff.
• Work closely with colleagues and/or project teams to ensure the team meets all deadlines and work requests.
• Assist with UniHelp standard administrative back-office tasks as required (return post/housekeeping)
• Liaise with people outside the team (both internal and external to the University) to share information and building a network of contacts to facilitate future exchange of information.
• Proactively initiate customer feedback to improve the service.
• Contribute to collaborative decisions in relation to own area of work and as a team.
• Deal with/resolve a range of straightforward problems/issues independently in accordance with procedures/working practice, using their judgement to determine when to redirect more complex and or specialist issues to others.
• Have some involvement in collecting and analysing routine data such as maintaining spreadsheets and databases to provide others with information, such as numbers of students enrolled on a course, monitoring patterns of demand
• Have responsibility for providing a safe environment and act as a first point of contact for external stakeholders requiring support under the Safe Havens scheme.
• Expected to act as a gatekeeper in ensuring appropriate access to buildings ensuring only those with the appropriate right to access credentials gain entry.
• Dealing with people who are angry, emotional or distressed or present as a cause for concern show sensitivity and/or initiate appropriate action by involving relevant people.
• Undertake any other duties and specific projects as are within the scope, spirit and purpose of the job as may reasonably be required by the UniHelp Management team
• The postholder will actively follow Middlesex University policies including the University’s Health and Safety and Equality & Diversity policies.
• As duties and responsibilities change, the job will be reviewed and amended in consultation with the postholder.

Skills and experience

Essential:

• Prior experience of front facing customer service or service delivery responding to a diverse range of enquires in a busy environment.
• Proven ability to deliver the highest level of customer service skills with a strong commitment to delivering a professional service user focused service.
• Experience and confidence with a range of IT applications including MS Office and a willingness to develop expertise in the use of technology and other software packages.
• Excellent communication skills; listening, written and particularly clear and articulate oral skills demonstrating confidence in dealing with enquiries at all levels (including Senior Managers, Executives and VIPs) in a professional and polite manner.
• Able to deal professionally and sensitively with enquiries from a diverse range of individuals, particularly in relation to international origin and disability.
• Demonstrating a commitment & understanding of the University’s Equality and Diversity policy and its practical implications within a customer support environment and tailoring services to meet individual needs.
• Experience and confidence in de-escalate and resolution of difficult or abusive conversations with visitors or callers calmly, politely, safely and with confidence. (S) & (I).
• Demonstrable willingness to continue to develop in line with the future direction of the and service.
• Excellent team-working skills with a flexible attitude who works effectively, cooperatively and collaboratively with others and in a team under pressure.
• An ability to work on own initiative under pressure, independently identify priorities and meet service objective.
• A meticulous approach to service delivery and be able to demonstrate a keen eye for detail and accuracy.
• Able to undertake all of the shifts needed to cover the opening hours.

Desirable:

• A customer service qualification
• Educated to GCSE standard or equivalent.
• Experience of working in a Higher Education environment (HE) and an understanding of the student journey.
• Previous switchboard experience in a large organisation.

Location
Hendon Campus