Student Experience Assistant in Plymouth

Are you an excellent team player, with an aptitude for problem solving and an enthusiasm for customer service?

We are seeking to appoint a Student Experience Assistant (SEA) who will work in the Charles Seale-Hayne Library under the direction of the Service Operations Supervisors. The role provides face-to-face and remote first line assistance and advice as part of a library and student IT enquiry service:

• 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
• Assistive technology support
• Printing, copying and resource access and support

As an SEA you will also be expected to operate across other functions of Library & Learning Operations according to need. Support and administration tasks may include:

• Purchase and provision of print and electronic resources and materials
• Fulfilling inter-library loan requests
• Ensuring library stock is accessible by the timely shelving of items
• Managing learning spaces by monitoring aspects of health & safety, and usage
• Recording statistics and participating in stakeholder engagement and consultation exercises.

This role is required to work evenings 37 weeks per year (term time), Thursday - Saturday (16:45 - 00:15). Due to the nature of the role, unfortunately we are unable to accommodate working from home.

What we’re looking for:

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
• Confident to work independently, and to know when to refer enquiries on to others.

You will also have 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.

In your application, please demonstrate how you meet the criteria outlined above and in the knowledge, qualifications, training and experience elements of the job description in your supporting statement.

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

Following the closing date of the vacancy, you will be notified on the outcome of your application in due course.

A successful external candidate for this position would be employed by the University of Plymouth Services Limited, a wholly owned subsidiary of the University of Plymouth. Employees of the University of Plymouth Services Limited work alongside the University of Plymouth colleagues in delivery of Plymouth’s strategic vision, and will adopt the University of Plymouth’s HR policies and procedures in full unless otherwise stated.

We have a wide range of staff benefits available to employees, depending on eligibility:

• Generous pension scheme
• Cycle to Work & Electric Car Scheme
• Employee Assistance Programme
• Development opportunities
• Enhanced family leave
• Flexible working
• Retailer discounts
• On-site nursery

The University of Plymouth is building an inclusive and equitable university where everyone feels represented, supported, and empowered to thrive. Our commitment to equity, diversity and inclusion is guided by the Inclusive Institutions Framework, a strategic and externally validated approach that embeds these principles across the entire institution.