Faculty Teaching & Learning Helpdesk Officer

Royal Holloway, University of London; Borough of Runnymede; On-site; GBP 25,000 - 30,000; Full time

Benefits offered by this job

Generous annual leave entitlement

Training and Development opportunities

Pension scheme with employer contrib.

Cycle to Work

Season Ticket Loans

Eyesight testing support

Free parking

Job summary

Royal Holloway, University of London invites applications for two Faculty Teaching & Learning Helpdesk Officer posts. The roles support Teaching and Learning administration across the University's Faculties, delivering timely information and logging enquiries to ensure a consistent service.

You will liaise with Teaching & Learning Operations, academic colleagues and the Student Services Centre, handling enquiries, signposting to services, and helping improve helpdesk processes.

Qualifications

• Experience in an administrative or customer service environment.
• Ability to manage competing priorities and deadlines.
• Excellent written and verbal communication skills.
• Ability to work independently and as part of a team.

Responsibilities

• Provide first point of contact for student and staff enquiries across Teaching & Learning activities.
• Log, monitor and respond to enquiries using helpdesk systems for timely information.
• Support student lifecycle processes, including records and assessment administration where applicable.
• Signpost to appropriate services and contribute to continuous improvement of helpdesk processes.

Skills

Organisational skills

Customer service experience

Communication skills

Teamwork

Independent working

Job description

Applications are invited for two Faculty Teaching & Learning Helpdesk Officer posts supporting Teaching and Learning administration across the University's Faculties. Teaching and Learning administration at Royal Holloway is delivered through a central Student Administration function and Faculty-based Teaching & Learning Operations teams, which are part of the wider Student Journey Division. These teams are designed to provide a consistent and effective service to both students and staff. The two posts will support provision across the following Faculties:

• Royal Holloway Business School
• Royal Holloway Law School
• Faculty of Science
• Biological Sciences
• Computing, Security & Mathematics
• Physical Sciences & Engineering
• Psychology

The Helpdesk Officers will develop a breadth of knowledge across Faculty and central processes and demonstrate a commitment to shared service standards. They will be expected to work closely with Teaching & Learning Operations teams, academic colleagues, the Student Services Centre, and colleagues across other academic and professional services areas. The role holders will act as a first point of contact for student and staff enquiries, supporting a range of Teaching & Learning activities including the coordination and tracking of enquiries, provision of accurate information, and escalation of more complex issues where appropriate. This will include the use of systems to log, monitor and respond to enquiries, ensuring an efficient and consistent service. The posts will also support key Teaching & Learning processes across the student lifecycle, which may include aspects of assessment, student records, and programme administration. The role holders will provide first-line information and support to students, including signposting to appropriate services where required, and contribute to the continuous improvement of helpdesk processes and service delivery.

The post holders will be able to work with minimal supervision and recognise when to seek guidance from senior colleagues. Candidates should have excellent organisational skills and experience of working in an administrative or customer service environment. They should be able to demonstrate the ability to manage competing priorities, communicate effectively with a range of stakeholders, and work both independently and as part of a team. A commitment to delivering high-quality service is essential.

In return we offer a highly competitive rewards and benefits package including:

• Generous annual leave entitlement
• Training and Development opportunities
• Pension Scheme with generous employer contribution
• Various schemes including Cycle to Work, Season Ticket Loans and help with the cost of Eyesight testing.
• Free parking