First Line Support Operator

University of Winchester; Winchester; Hybrid; GBP 15,000 - 27,000; Part time

Benefits offered by this job

Hybrid work

Health & wellbeing provision

On-site gym

Learning and development

Holiday entitlement

Discount schemes

Job summary

University of Winchester is seeking a part-time First Line Support Operator to join the Knowledge and Digital Services team. You will be the first point of help for students, staff and visitors across three sites, handling IT, library and multimedia queries in person, by chat, email or phone.

You will provide front-line assistance, maintain safety and security, and work across West Downs Library, the Martial Rose Library and the Multimedia centre.

Qualifications

• Previous customer service experience is essential.
• Excellent communication skills and ability to work in a team.
• Comfortable across in-person and online channels (chat, email, phone).

Responsibilities

• Provide front-line enquiry service across all sections of the department.
• Assist students, staff and visitors via in-person, chat, email or phone.
• Ensure safety and security of staff, students and equipment across sites.

Skills

Customer service

Communication

Teamwork

Job description

Job details

Job reference 3274 Date posted 10/09/2026 Application closing date 23/09/2026 Salary £25,249 to £26,707 per annum, pro rata (actual salary - £15,149 to £16,024)* Package Part time, 22.2 hours per week - Work pattern – Monday to Friday - 8am-12.30pm Contractual hours Blank Basis Blank Job category/type Professional Services (Administration, Technical) Attachments Information sheet - UoW Group - 2026.pdf KDS-P15M - First Line Support - JD.pdf

Fixed Term Maternity Cover until August 2027

The Knowledge and Digital Services department at the University of Winchester, provides our students and staff with a wide range of services, resources, and equipment to help them achieve their academic activities. As First Line Support Operator, the post holder will be the first point of help and support to students, staff and visitors across three sites, with service points within the University libraries and a multimedia centre. Our queries range from questions around IT (including helping with many different devices and software), library queries as well as working in the multi-media loan counter which loans audio-visual equipment such as cameras, microphones to our staff and students. This role is delivered in-person at an Enquiry desk, online via chat, email, telephone or other new modes implemented.

The successful candidate will join a customer service orientated team with the purpose of supporting our staff, students and visitors . Duties will include a front-line enquiry service across all sections of the department, as well as ensuring the operational health, safety and security of those using the areas and equipment. You will be comfortable answering face to face enquiries as well as by email, phone and online via chat and other modes.

Previous customer service experience is essential, and it would be advantageous to have experience of working in an educational environment. You will be able to work with students, academic staff and members of the public, show excellent communication skills and be able to work as part of a team, as well as on your own initiative.

The successful appointee will be expected to work 22.2 hours per week. Flexibility will be required during our vacation periods. We operate a safe lone working policy and provide extensive development to our staff to ensure you stay up to date in an exciting and developing service. The post holder will be expected to work across all our sites; the West Downs Library, the Martial Rose Library and the Multimedia centre.

*As a Living Wage Employer, the University applies a minimum hourly rate of £13.45 (equivalent to a full time salary of £25,947). Payment of the Real Living Wage is offered at the University’s discretion and does not constitute a contractual entitlement.

As a University group we believe our offer is compelling. This includes:

• Beautiful campus and working environment
• Hybrid working possibilities for many roles
• Broad range of benefits and discount schemes
• Learning and Development opportunities
• Health and wellbeing provision, including on site gym
• Competitive salary framework, including annual increments
• Defined contribution pension scheme
• Generous holiday entitlements

Employer

• Internal applicants: your employer will remain unchanged
• External applications: University of Winchester Services Ltd

Interview Date: 8 October 2026

To educate, to advance knowledge and to serve the common good.