About ARU:
ARU is a global university transforming lives through innovative, inclusive and entrepreneurial education and research. ARU holds a Gold award for the quality of its education, awarded through the Teaching Excellence Framework (TEF).
ARU’s research institutes and four faculties bridge scientific, technical and creative fields. We deliver impactful research which tackles pressing issues and makes a real difference to our communities. Our academic excellence has been recognised by the UK’s Higher Education funding bodies, with 16 of our research areas assessed as world leading. We are the largest provider of Nursing, Midwifery, Health and Social Care students in the East of England, and we are also among the UK’s leading universities for degree apprenticeship provision, working with hundreds of employers across the UK.
At our ARU Writtle campus, we specialise in animal, environmental, agricultural and horticultural courses, for learners aged 16 to 18, adult learners, undergraduate and postgraduate levels.
About the Role:
Our new Student and Library Services help desk at ARU Writtle is opening to students in September and we are looking to recruit a colleague with supervisory experience to supervise a new team of Student and Library Services Advisers.
The postholder will supervise provision of frontline student support and work as part of the help desk team to provide information, advice and guidance across a broad range of student support and library topics and act as a triage point for other university services.
Responsibilities of the role include planning rotas for the effective delivery of services across all communication channels, including on-site helpdesks and remote support services (telephone, online chat etc) and organising the delivery of administrative work.
You will be committed to delivering excellent customer service and take the lead in resolving complex queries or complaints whilst remaining calm under pressure. The role will involve working collaboratively with colleagues across the university to identify solutions to any challenges or problems.
Occasional Saturday working will be required to support open days. Weekly evening work (Monday - Friday) may also be required on a rota basis.
You will have a degree, or be part qualified in a relevant professional qualification at degree level appropriate to the role, or demonstrate an appropriate level of experience and evidence of CPD relevant to the role. It is important that you have significant experience of working in a customer service environment and experience of supervising staff and administrative work. Experience of working in higher or further education is desirable. You must be able to demonstrate the skills needed to supervise a team and plan, organise and prioritise team workload.
Informal enquiries can be made to Rachel Geeson, Assistant Director (Customer Services), at rachel.geeson@aru.ac.uk.
It is expected that interviews will take place on 11 June 2024
Find out more about working with us.
We have an agile working culture and offer an extensive range of benefits including generous holiday entitlement, occupational pension schemes, training and development opportunities, travel to work scheme and a competitive relocation package. Visit our benefits page for full details.
ARU are committed to the safeguarding of all its students, staff and visitors and provides a safe physical environment.
All appointments at ARU Writtle are subject to satisfactory pre-employment checks, including a satisfactory Enhanced criminal records with Children’s Barred List check through the Disclosure and Barring Service (DBS). Further information can be obtained from https://www.gov.uk/disclosure-barring-service-check.
This role is considered exempt from the Rehabilitation of Offenders Act 1974 and the amendments to the Exceptions Order 1975, 2013 and 2020. Further information about filtering offences can be found in the DBS filtering guide. https://www.gov.uk/government/publications/dbs-filtering-guidance/dbs-filtering-guide#can-an-employer-ask-an-individual-to-declare-details-of-all-convictions-and-cautions
We are committed to safeguarding and promoting welfare of our staff and students and expect all staff and volunteers to share this commitment. Applicants should be aware that ARU will carry out online searches as part of the due diligence on short listed candidates.
At Anglia Ruskin University, we know diversity enables innovation - which is one of the organisation's core values. We celebrate the diversity of our people, and we recognise that we need an inclusive environment to enable everyone to achieve their true potential. To create this, we have a dedicated EDI Team for staff, and you can read about our EDI work here: Equality, Diversity and Inclusion - ARU.
We particularly encourage applications from Black, Asian, and minority ethnic background candidates who are underrepresented in our Student and Library Services workforce.
We have a responsibility to ensure that all employees are eligible to live and work in the UK.
This role does not qualify for visa sponsorship under the point-based system and is therefore only open to applicants with the right to work in the UK.
Committed to being inclusive and open to discuss flexible working.
We reserve the right to close this vacancy once we have received sufficient applications.
Guidance Notes:
For a list of key requirements, please download the Job Description and Person Specification above. To apply for this role please demonstrate how your skills and experience match the criteria in the person specification.