Student Experience Helpdesk Officer

University of Strathclyde; Glasgow; On-site; GBP 19,000 - 23,000; Full time

Job summary

The University of Strathclyde is seeking a motivated, customer-focused Student Experience Helpdesk Officer to join the Student Experience Helpdesk team in Glasgow.

You will be the first point of contact across face-to-face, telephone, email and digital channels, providing information and guidance and triaging enquiries. You will keep records, help students navigate services, and work with digital systems and AI-enabled technologies as the service evolves to support student success.

Qualifications

• Excellent customer service and communication skills.
• Strong organisational abilities.
• Comfortable working with digital systems and technology.
• Able to deal sensitively with distressed or vulnerable students.

Responsibilities

• Respond to enquiries via face-to-face, phone, email and digital channels.
• Provide information and guidance to students.
• Undertake initial triage of enquiries.
• Maintain accurate records of interactions and services accessed by students.
• Help students navigate the wide range of services across the Student Experience Directorate.

Skills

Customer service

Communication

Organisational skills

Face-to-face interaction

Education

Higher education qualification or equivalent

Tools

CRM systems

Digital platforms

Job description

Student Experience Helpdesk Officer (845557)

FTE: 1.0 (35 hours per week)

Term: Open

The University of Strathclyde is looking for a motivated, customer-focused individual to join our Student Experience Helpdesk team.

This is an exciting opportunity to play a key role in helping students access the support, information and services they need throughout their university journey. Working as part of a busy frontline team, you will provide a welcoming and professional first point of contact through a range of channels including face-to-face interactions, telephone, email and digital platforms.

You will respond to enquiries, provide information and guidance, undertake initial triage, maintain accurate records and help students navigate the wide range of services available across the Student Experience Directorate. Wherever possible, you will resolve enquiries at the first point of contact, ensuring students receive a timely, supportive and positive experience.

We are looking for someone with excellent customer service and communication skills, strong organisational abilities and the confidence to work across a wide variety of enquiries. You will be comfortable working with digital systems and technology and able to deal sensitively and professionally with students who may be distressed, vulnerable or seeking support during difficult circumstances.

As the University continues to develop innovative approaches to service delivery, including the use of digital, self-service and AI-enabled technologies, this role offers an opportunity to contribute to the future development of student-facing services and help shape an outstanding student experience.

Working collaboratively with colleagues across the Student Experience Directorate, you will be part of a team committed to delivering accessible, responsive and student-centred services that support student success and wellbeing.

For informal enquiries, please contactMandy South, Student Experience Helpdesk Manager at [e-mail]

Student Experience Helpdesk Officer (845557)