At a Glance
- Tasks: Be the friendly face and voice for all Estates-related queries at our Milton Keynes campus.
- Company: Join The Open University, a leader in inclusive education and diverse community.
- Benefits: Enjoy flexible working hours and a supportive environment tailored to your needs.
- Why this job: Make a real impact by enhancing customer service and supporting a vibrant university community.
- Qualifications: Customer service experience and strong communication skills are essential; IT skills are a plus.
- Other info: We value diversity and encourage applications from all backgrounds.
The predicted salary is between 24344 - 26338 £ per year.
Receptionist / Helpdesk Assistant
Advert Reference Number: 865
Job Location: Milton Keynes
Department: Liaison Line
Salary: £24,344 to £26,338
Closing Date: 4 August 2025
Weekly Working Hours: 37
Contract Type: Permanent
Fixed Term Contract: End Date:
Welsh Language: Not Applicable
Job Description:
About the Role
This member of the team will act as a central point of contact for Estates-related queries and requests. They will provide a a customer-focused response to incoming enquiries and requests, using various tools Including a database for recording and processing task management of specified Estates activities.
They will also act as a first point of contact for visitors and callers to the University, receiving and welcoming visitors and directing them to their destination. This will Include operating the switchboard, receiving and connecting calls, supplying information to internal enquirers and participating in the maintenance of information systems, supporting in the timely and effective distribution of Estates related communications.
We are open to discussion about flexible working. Whether it is part time, compressed hours or another working arrangement. Please reach out to us to discuss what works best for you. Please note that this role is based on site at our Milton Keynes campus.
Key Responsibilities
- Receive incoming enquiries and requests via telephone, email, web, personal contact or written enquiry. Determine Visitor/Customer requirements and route accordingly.
- Investigate customer queries liaising with relevant Unit/ Department/Manager as appropriate and feedback to customer.
- Receives thesis, dissertations and assignments from students, logging these and ensuring transmission on to the appropriate person.
- Create Estates request on a database (Planon), ensuring correct routing and priorities set in line with agreed guidelines for relevant activity type. Issue customer with unique reference number for works requests and advise anticipated timescale for response.
- Maintain and update Estates Address Management database; issue questionnaires to new contacts; check and enter relevant data on system including contact details, insurance, Health & Safety information; issue standard letters requesting updated information to existing contacts, filing of associated documentation.
- Book visitors and contractors in/out via VisitorNet booking system database. Issue and receive name badges. Generate ad-hoc requests detailing anticipated and current contractors/visitors on site to enable accurate monitoring and recording for Health & Safety purposes.
- Undertake training on new system developments as required, reporting any system issues to Line Manager and telephony issues to IT for action.
- To contribute to the ongoing review and development of Reception and Liaison Line systems and procedures.
- Maintain a customer-focused approach and contribute to the achievement of team goals in the area of customer service.
- Contribute to the on-going development of team functions, to include further relevant activities and expansion of operational role e.g. training support staff to cover during periods of absence.
- Any other duties as directed by the Director of Estates.
Skills and Experience
Essential:
- Proven experience of working in a customer-service environment.
- Competent IT Skills and use of Microsoft Office.
- Flexible approach to working hours.
- Positive approach to problem-solving.
- Understanding of and commitment to Equal Opportunities.
- Strong written and verbal communication skills.
- Adaptable to changes in work priorities to meet the needs of our customers and providing an effective service to Estates and the Open University.
- Excellent interpersonal skills.
- Having a positive and professional approach to customer care, with the ability to communicate effectively with staff at all levels in order to build strong relationships to improve customer service standards.
- Ability to work as part of a team who support each other within the working environment
- Interacting with staff and being able to demonstrate your communication skills.
Desirable:
- Experience of working in a call-centre, maintenance or facilities related environment.
- Proven experience of switchboard and reception operation using computerised telephone systems.
- Experience of working with databases.
- Experience of working with spreadsheets and producing reports.
To apply for this role please submit the following as one document;
- CV
- A personal statement of up to 1000 words. You should set out in your statement why you are interested in the role and provide examples of where your skills and experience meet the required competencies for this role as detailed in the job description.
Please Note: We may close this job advert earlier than the published closing date where a satisfactory number of applications are received. We would therefore encourage early applications.
The Open University is committed to equality, diversity and inclusion which is reflected in our mission to be open to people, places, methods and ideas. We aim to foster a diverse and inclusive environment so that all in our OU community can reach their potential. We recognise that different people bring different perspectives, ideas, knowledge, and culture, and that this difference brings great strength. We strive to recruit, retain and develop the careers of a diverse pool of students and staff, and particularly encourage applications from all underrepresented groups. We also aspire to make The Open University a supportive workplace for all through our policies, services and staff networks.
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Receptionist / Helpdesk Assistant employer: The Open University
Contact Detail:
The Open University Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Receptionist / Helpdesk Assistant
✨Tip Number 1
Familiarise yourself with the specific tools mentioned in the job description, such as the Planon database and VisitorNet booking system. Understanding how these systems work will give you an edge during the interview process.
✨Tip Number 2
Highlight your customer service experience by preparing examples of how you've effectively handled enquiries or resolved issues in previous roles. This will demonstrate your ability to maintain a customer-focused approach.
✨Tip Number 3
Practice your communication skills, both verbal and written. Since the role involves interacting with various stakeholders, being able to convey information clearly and professionally is crucial.
✨Tip Number 4
Show your flexibility and adaptability by discussing past experiences where you've successfully adjusted to changing priorities or worked outside your usual responsibilities. This aligns well with the dynamic nature of the role.
We think you need these skills to ace Receptionist / Helpdesk Assistant
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and required skills. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Strong Personal Statement: In your personal statement, clearly express your interest in the role and provide specific examples of your customer service experience. Make sure to address the competencies mentioned in the job description.
Highlight Relevant Skills: Emphasise your IT skills, particularly with Microsoft Office and any experience with databases or switchboard operations. Mention your adaptability and problem-solving abilities as they are crucial for this position.
Proofread Your Application: Before submitting, carefully proofread your CV and personal statement for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at The Open University
✨Showcase Your Customer Service Skills
As a Receptionist / Helpdesk Assistant, your ability to provide excellent customer service is crucial. Prepare examples from your past experiences where you successfully handled customer queries or complaints, demonstrating your problem-solving skills and positive attitude.
✨Familiarise Yourself with Relevant Tools
Since the role involves using databases like Planon and VisitorNet, it’s beneficial to familiarise yourself with these systems or similar ones. Mention any relevant experience you have with database management or booking systems during the interview.
✨Demonstrate Strong Communication Skills
Effective communication is key in this role. Be ready to discuss how you’ve communicated with various stakeholders in previous jobs. Practice articulating your thoughts clearly and confidently, as this will reflect your interpersonal skills.
✨Prepare for Flexibility Questions
The job description mentions a flexible approach to working hours. Be prepared to discuss your availability and willingness to adapt to different working arrangements. Highlight any previous experiences where you successfully managed changing priorities.