At a Glance
- Tasks: Be the friendly face of customer support, helping students and partners with their needs.
- Company: Join Reading University, a vibrant community focused on innovation and respect.
- Benefits: Enjoy 25 days holiday, life insurance, pension, and discounts at various retailers.
- Other info: Flexible hours and opportunities for training and volunteering await you!
- Why this job: Make a difference in students' lives while gaining valuable experience in a supportive environment.
- Qualifications: Previous customer service experience and strong organisational skills are a must.
The predicted salary is between 25151 - 25151 £ per year.
Customer Support Representative - Helpdesk at Reading University, part-time (35 hours per week on a 4-week rolling rota, 8.00am – 7.00pm, Monday to Sunday). Salary £25,151 per annum pro rata.
Role involves operating a Computer Aided Facilities Management (CAFM) helpdesk, monitoring reactive and planned maintenance, and providing high-quality customer service to students, university partners, sub-contractors and UPP team members.
Responsibilities
- Provide a professional and customer focused first point of contact, keeping accurate records, and responding appropriately to all requests, in line with company procedures and required response times.
- Assist the relevant manager(s) in the co-ordination and administration of on-site activities.
- Monitor the Building Management Systems and Lift Monitoring System, reacting as appropriate to any alerts within agreed timescales.
- Answer, input and allocate service requests accurately and in a timely manner and direct the appropriate personnel or sub-contractor to undertake tasks required.
- Operate a computer-based facilities management database (currently Planon) monitoring all reactive work and planned maintenance.
- In line with the Service Level Agreements, make decisions regarding service delivery and the priority of work, monitoring and escalating issues where appropriate.
- Fully maintain and update helpdesk records in an accurate and timely manner for both reactive and planned incidents.
- Assist in the production of day-to-day operational reports/performance statistics and monthly management and client liaison reports.
- Work closely with the helpdesk management team to proactively manage service events to minimise service event failures and unavailability.
- Be responsible for signing out for, securely maintaining, and returning safety items such as keys, swipe cards and door access equipment.
Qualifications
- Previous helpdesk/customer service experience in a customer-focused environment.
- Strong organisation and administrative skills with careful attention to detail.
- Flexibility to work additional hours with notice, particularly during main student arrival and departure weekends.
- A driving licence is essential as you may be required to travel to other areas of the campus.
What we offer
- Competitive salary and a great benefits package including 25 days holiday.
- Life insurance and pension.
- Training and development opportunities.
- Two paid volunteering days each year.
- Cycle to work scheme and store discounts, plus discounts from a variety of retailers, restaurants, gyms and more.
We are committed to an inclusive culture and welcome all applications. We understand all disabilities, impairments and conditions are unique, so please advise us of any adjustments which would support you through our recruitment process and help you thrive at work. Our core values are Innovation, Sustainability, Community, Partnership and Respect.
Customer Support Representative - Helpdesk employer: Job Search Place Limited
Reading University is an exceptional employer that prioritises a supportive and inclusive work culture, offering competitive salaries and a comprehensive benefits package, including generous holiday allowances and opportunities for professional development. As a Customer Support Representative in this vibrant academic environment, you will enjoy the chance to make a meaningful impact while benefiting from a flexible work schedule and unique perks such as discounts at local retailers and restaurants. Join us in fostering a community that values innovation, sustainability, and respect.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Support Representative - Helpdesk
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Reading University on LinkedIn. A friendly chat can give us insider info about the role and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by practising common customer service scenarios. Think about how you’d handle tricky situations, as they love seeing how we think on our feet!
✨Tip Number 3
Show off your tech skills! Familiarise yourself with CAFM systems like Planon. Mentioning this in your interview will show that we’re ready to hit the ground running.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows we’re serious about joining the team!
We think you need these skills to ace Customer Support Representative - Helpdesk
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your relevant experience in customer service and helpdesk roles. We want to see how your skills align with what we're looking for!
Showcase Your Organisation Skills:Since this role involves a lot of coordination and record-keeping, be sure to mention any experiences that demonstrate your strong organisational skills. We love seeing attention to detail!
Be Professional Yet Personable:When writing your application, strike a balance between professionalism and a friendly tone. We value high-quality customer service, so let your personality shine through while keeping it professional.
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. We can’t wait to hear from you!
How to prepare for a job interview at Job Search Place Limited
✨Know Your Stuff
Before the interview, make sure you understand the role of a Customer Support Representative in a helpdesk environment. Familiarise yourself with Computer Aided Facilities Management (CAFM) systems and be ready to discuss how your previous experience aligns with the responsibilities outlined in the job description.
✨Showcase Your Customer Service Skills
Prepare examples from your past experiences where you provided exceptional customer service. Highlight situations where you resolved issues effectively or went above and beyond for a customer, as this role is all about being the first point of contact and ensuring satisfaction.
✨Be Organised and Detail-Oriented
Since the role requires strong organisational skills and attention to detail, come prepared to discuss how you manage tasks and keep records. You might even want to bring a notepad to jot down important points during the interview to demonstrate your commitment to staying organised.
✨Embrace Flexibility
The job mentions the need for flexibility, especially during busy periods. Be ready to talk about your availability and willingness to adapt to changing schedules. This shows that you’re a team player who can handle the dynamic nature of the role.
