Ask4Help Assistant (Nightshift)

Northumbria University; Newcastle upon Tyne; Vor Ort; GBP 23.000 - 27.000; Vollzeit

Benefits dieser Stelle

Excellent pension schemes

Flexible working

Generous holiday entitlement

Positive work-life balance

Salary paid across 12 months

Training across a wide range of topics

Zusammenfassung

Northumbria University’s Ask4Help is seeking an overnight frontline student service advisor. The role covers inbound contact via in-person, phone and online channels, resolving enquiries on topics from study skills to wellbeing and progression.

Shifts run 23:00–08:10, 36 weeks a year, across Newcastle City Campus, with some bank holidays. The post involves using CRM systems, building cross-team relationships, and providing consistent responses while supporting students’ needs in a dynamic campus

Qualifikationen

• Experience handling inbound enquiries via in-person, phone and online channels.
• Ability to resolve enquiries within agreed parameters.
• Willingness to work 23:00–08:10 overnight shifts across 36 weeks a year, including bank holidays.

Aufgaben

• Handle inbound student enquiries across channels.
• Resolve requests within agreed parameters.
• Assist students with study skills, library use, careers, welfare, finance and progression.
• Refer students to wellbeing services as needed.
• Use CRM and digital tools for consistent responses.
• Work overnight shifts at Newcastle City Campus, including bank holidays.
• Build relationships with university teams.

Kenntnisse

Customer service

Self-motivation

Communication

Initiative

IT skills

Jobbeschreibung

Ask4Help is the frontline student service at Northumbria University, sitting within the Student Engagement Team in Student, Library and Academic Services. The post handles inbound contact from students across in-person, telephone and online channels, resolving enquiries on topics from study skills and finance to wellbeing and progression. The shift is an overnight rotation of three nights on and six off, 23:00 to 08:10, across 36 weeks a year including some bank holidays.

What the job involves

• Deal with inbound contact from students and other service-users across in-person, phone and online channels
• Resolve enquiries and requests within agreed parameters
• Assist students with study skills, library use, careers, welfare, finance and academic progression
• Refer students to wellbeing services such as Mental Health and Accessibility and Inclusion teams
• Use the customer relationship management system and digital reference tools to keep responses consistent
• Work overnight rotating shifts at Newcastle City Campus, including some bank holidays, wearing a telephone headset
• Build relationships with teams across the University

Skills & knowledge

• Outstanding customer service skills
• High level of self-motivation
• Excellent communication skills for handling challenging situations
• Acting on own initiative
• Comfortable and proficient using IT systems as part of regular duties

What's offered

• Excellent pension schemes
• Flexible working
• Generous holiday entitlement
• Positive work-life balance
• Salary paid across 12 months, including non-working periods
• Training across a wide range of student-service topics