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- Tasks: Assist students with inquiries and provide support across various topics.
- Company: Join Northumbria University, a top-ranked institution known for research and student experience.
- Benefits: Enjoy flexible working hours, generous holidays, and excellent pension schemes.
- Why this job: Be part of a dynamic team dedicated to enhancing student journeys and making a real impact.
- Qualifications: Strong customer service skills and proficiency in IT systems are essential.
- Other info: This role involves night shifts and offers a unique opportunity to learn about higher education.
The predicted salary is between 20000 - 28000 £ per year.
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ABOUT THE ROLE
Ask4Help is Northumbria University’s professional, sector-leading frontline service, which provides our students with information, guidance, advice and support throughout their time with us.
Job Description
ABOUT THE ROLE
Ask4Help is Northumbria University’s professional, sector-leading frontline service, which provides our students with information, guidance, advice and support throughout their time with us.
We operate a 24/7 service across multiple locations and channels of contact: in-person at our City and Coach Lane campuses; by phone using specialist contact-centre technology, and online via the University’s Student Portal. Our staff are skilled at working across all of these channels, and are committed to delivering a high-quality service under the ethos of ‘Every Student Counts’.
As an Ask4Help assistant, you will deal with inbound contact from students and other service-users, and work within agreed parameters to provide resolutions to enquiries and requests. You will receive training to enable you to assist students with a wide range of topics, including: study skills and library usage; careers and employment; welfare and finance; academic progression; and access to wellbeing services like our Mental Health and Accessibility and Inclusion teams. Working across these different areas provides an excellent opportunity to develop an in-depth working knowledge of Higher Education and create strong relations with teams throughout the University.
Job Description
Further information is available in the job description .
Please note that this role involves shift-work, and you will be required to work at our City and Coach Lane Campuses, work on some Bank Holidays, and wear a telephone headset.
We are currently recruiting to fill a part-year, nightshift role.
- This role will require you to work on rotation, with three nights on-shift followed by six nights off.
- Each shift will run from 23:00 to 08:10 the following morning.
- You will be expected to work 36 weeks of the year, with 16 non-working weeks to be taken over the Christmas period (approx. 2 weeks), and a break over the summer from the end of May to mid-September (approx.14 weeks).
- Your salary will be approximately 44% of the full-time equivalent.
About The Team
Ask4Help is part of the Student Engagement Team , which in turn is part of the Student, Library and Academic Services department within Northumbria University.
We are a friendly, dynamic and inclusive team, with a strong commitment to providing students and stakeholders with the highest levels of customer service and satisfaction. We hold Customer Service Excellence (CSE) accreditation from the UK Cabinet Office, which requires us to consistently achieve high standards in service provision. Our focus is on enabling a successful student journey; from application and enrolment through to completion, award and beyond.
As a member of our team, you will work within an open-plan environment, based in the University’s Student Central locations, and will receive unwavering support from your colleagues and line managers.
About You
To be successful in the role you will be able to demonstrate outstanding customer service skills, a high level of self-motivation, excellent communication skills that enable you to deal with challenging situations, and the ability to act on your own initiative. We use a customer relationship management system, alongside various digital reference tools, to ensure consistency in enquiry responses, and you should therefore be comfortable and proficient in the use of IT systems as part of your regular duties.
Further information about the role, and about the essential criteria you will need to demonstrate, is available in the person specification .
If you would like an informal discussion about the role, please contact jennifer.tones@northumbria.ac.uk .
To apply for this vacancy please click \’Apply Now\’. Your application must include an up-to-date CV, and a covering letter / personal statement which outlines your suitability for the role according to the criteria described in the job description and person specification.
About Us
Join Northumbria University, a research-intensive institution unlocking potential and changing lives locally and globally. Named Times Higher Education\’s University of the Year in 2022 and Modern University of the Year in 2025, we rank top 25 in the UK for research power. Discover more about us .
With over 37,000 students from 140+ countries, we offer world-leading research, award-winning partnerships, and an outstanding student experience. We empower our exceptional staff, promoting a positive work-life balance and offering great benefits, including excellent pension schemes, flexible working, generous holiday entitlement and more .
Our Northumbria Values, co-created by our team, define who we are: Academic Excellence, Innovation, Inclusivity, Collaboration, and Ambition. Our Behaviours shape our work culture: We listen and learn, support one another, respect everyone, trust each other, and are bold.
Located in Newcastle upon Tyne and London, we are an on-campus organisation with flexibility in hours and location. We pride ourselves on diversity and inclusivity, holding numerous awards for gender and race equality, disability confidence, and research excellence. We also hold the HR Excellence in Research award for implementing the concordat supporting the career Development of Researchers and are members of the Euraxess initiative to deliver information and support to professional researchers.The University has implemented a range of flexible working arrangements, and we are happy to explore candidate requirements as part of the recruitment process.
Apply now and join a community committed to transforming society and the economy. Explore \” Our Exceptional People , Our Values and Behaviours \” page to learn more about our commitments and see our Privacy Policy for further details.
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Ask4Help Assistant employer: Northumbria University
Contact Detail:
Northumbria University Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Ask4Help Assistant
✨Tip Number 1
Familiarise yourself with the Ask4Help service and its offerings. Understanding the range of support provided to students will help you demonstrate your knowledge during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Practice your customer service skills by engaging in role-play scenarios. This can help you prepare for handling challenging situations effectively, which is crucial for the Ask4Help Assistant position.
✨Tip Number 3
Network with current or former employees of Northumbria University, especially those in the Student Engagement Team. They can provide valuable insights into the work culture and expectations, giving you an edge in your application.
✨Tip Number 4
Be ready to discuss your availability for shift work during the interview. Since this role involves night shifts and specific working weeks, showing flexibility and understanding of the schedule will reflect positively on your application.
We think you need these skills to ace Ask4Help Assistant
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to grasp the responsibilities and requirements of the Ask4Help Assistant role. Highlight key skills such as customer service, communication, and IT proficiency in your application.
Tailor Your CV: Customise your CV to reflect your relevant experience and skills that align with the job description. Emphasise any previous roles in customer service or support, and include specific examples of how you've helped others.
Craft a Compelling Cover Letter: Write a cover letter that clearly outlines your suitability for the role. Address how your skills and experiences meet the criteria mentioned in the person specification, and express your enthusiasm for working at Northumbria University.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects attention to detail and professionalism, which are crucial for the role.
How to prepare for a job interview at Northumbria University
✨Understand the Role
Make sure you thoroughly read the job description and understand what an Ask4Help Assistant does. Familiarise yourself with the services provided by Northumbria University and think about how your skills can contribute to their mission of supporting students.
✨Showcase Customer Service Skills
Since this role heavily focuses on customer service, prepare examples from your past experiences where you successfully handled challenging situations or provided exceptional support. Highlight your ability to communicate effectively and resolve issues.
✨Demonstrate IT Proficiency
As the role involves using various IT systems, be ready to discuss your experience with technology. If you have used customer relationship management systems or digital reference tools before, mention these during the interview to show your comfort with tech.
✨Ask Insightful Questions
Prepare thoughtful questions to ask at the end of your interview. This could include inquiries about team dynamics, training opportunities, or how success is measured in the Ask4Help team. It shows your genuine interest in the role and the organisation.