Student Experience Assistant x3

Plymouth University; Plymouth; On-site; GBP 20,000 - 25,000; Part time

Job summary

A prominent educational institution in Plymouth is seeking Student Experience Assistants to provide customer-focused support in library and digital services. The role involves troubleshooting IT issues, managing resources, and ensuring a high-quality experience for users. Applicants should have excellent interpersonal skills and be confident in using technology. This position offers three part-time roles with flexible scheduling.

Benefits

Generous annual leave

Cycle to Work Scheme

Employee Assistance Programme

Enhanced family leave

Qualifications

• Excellent customer service skills are essential.
• Experience in troubleshooting and responding to enquiries is required.
• Confident in using digital technologies and new IT applications.

Responsibilities

• Provide first line assistance and advice to customers.
• Manage accessible learning spaces and support health & safety.
• Assist with IT support requests and record statistical data.

Skills

Customer service skills

Interpersonal skills

IT troubleshooting

Numeracy

Tools

Call management software

Microsoft Excel

Job description

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Student Experience Assistant x3, Plymouth

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Client:

Plymouth University

Location:

Plymouth, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

db8ae90ce35c

Job Views:

5

Posted:

01.08.2025

Expiry Date:

15.09.2025

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Job Description:

About the role

Based in the Charles Seale-Hayne Library (CSHL) and supporting Learning Spaces across the Plymouth Campus, Education Operations is responsible for the delivery of a comprehensive library and student IT enquiry service.

We are seeking to appoint Student Experience Assistants who will work under the direction of the Service Operations Manager/Supervisors to contribute towards the delivery of a customer focused, cost effective and efficient library and digital support service.

In the role, you will provide face-to-face and remote first line assistance and advice to customers: 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
• Printing, copying and resource access and support.

You will manage accessible learning spaces, ensuring a high-quality customer experience for all users: this includes monitoring and supporting the health & safety of everyone in these spaces, as well as the security of stock and equipment.

You will:

• Ensure library stock is accessible by the timely shelving of items, by maintaining items in the correct sequence and by monitoring shelf occupancy
• Manage learning spaces by monitoring aspects of health & safety, and usage monitoring
• Record statistics and participate in stakeholder engagement and consultation exercises

You will also be expected to operate across other functions of Education Operations according to need, including support and administration for:

• Purchasing and provision of print and electronic resources and materials
• Electronic subscription renewals or cancellations
• Problems with access to electronic resources
• Visibility of resources on the Library’s Primo catalogue and reading lists system
• Inter-library loan requests and print stock delivered to the building
• Alternative and accessible formats of material
• Open research support services

The confidence to work unsupervised/use own initiative will be expected.

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 excellent interpersonal, verbal and written communication skills, as well as experience of troubleshooting and responding to a wide variety of enquiries are essential.

You will be an excellent team worker, reliable, flexible and highly adaptable, with the initiative and ability to quickly learn new procedures and processes and apply them consistently. You will need confidence to work independently, and to know when to refer enquiries on to others. Attention to detail, literacy and numeracy (e.g. using Excel) is required, as is confidence with using digital technologies, and an aptitude for learning how to use new IT applications and digital platforms effectively in the workplace.

There are three 0.5 FTE posts available, at 18.5 hours per week on a permanent basis.

Post 1: Monday-Friday, all year round. Mornings: 08:30 - 12:00, with one day until 13:00

Post 2: Monday-Friday, all year round. Afternoons: 12:00 - 15:30, with one day until 16:30

Post 3: Monday-Friday, all year round. Two full days, one half day (pattern TBC)

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 Stephanie Burrell: by email at

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

Application Process

Please apply online, demonstrating how you meet the essential criteria outlined 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*
• Cycle to Work & Electric Car Scheme
• Employee Assistance Programme
• Enhanced family leave

A summary of our comprehensive benefits can be viewed .

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 .