One Desk Assistant - London, United Kingdom - University College London

University College London

Verified Company

London, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Ref Number
B

Professional Expertise
HR and Wellbeing

Department
Vice-President (Operations) (B01)

Location
London

Working Pattern
Full time

Salary
£29,033 - £32,479

Contract Type
Permanent

Working Type
Hybrid (20% - 80% on site)

Available For Secondment
No

Closing Date
05-Dec-2023

About us:

The Professional Services (PS) Hub brings together key customer facing and transactional services across different functions, HR, Finance, IT & Business Operations.

The PS Hub is committed to delivering high quality & efficient services, with a real emphasis on customer experience.

About the role:

As a One Desk Assistant for triage, you will provide support and guidance to One Desk customers, via the phone and our ticketing system.

Your key responsibility will be focussing on triaging with particular emphasis on queue management and the categorisation of all incoming queries through our ticketing system to ensure they can be dealt with quickly and efficiently.

You will adhere to categorisation and allocation guidelines and use your initiative and judgement of when to escalate complaints/queries. Additionally, you will keep confidential records of customer interactions and will update relevant systems accurately.

Your responsibilities will involve the following:

Managing and dealing with queries that are assigned to you
Ensure accurate and customer focused responses are given in line with relevant SLA's and within UCL policy/process.
Build collaborative working relationships with internal and external stakeholders.

Special working conditions:

You may be required to work a shift pattern outside of standard office hours as a condition of this role.

The precise hours and pattern of the shift will be determined by your line manager after consultation with you.

Please note, this role does not meet the eligibility requirements for a Skilled Worker Visa certificate of sponsorship under UK Visas and Immigration legislation. Therefore UCL will not be able to sponsor individuals who require right to work in the UK to carry out this role._

Job Ref:

B

Closing Date:
:59 (UK time)

About you:

You will also be able to demonstrate the following:

Knowledge of composition of Service Level Agreements (SLAs)
Experience delivering a high level of accuracy and detail within a customer service environment
Ability to meet service standards and SLAs at a personal and team level
Experience managing own workload (often through multitasking) through effective prioritisation, time management and organisation.

What we offer:

As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:

41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days)
Additional 5 days' annual leave purchase scheme
Defined benefit career average revalued earnings pension scheme (CARE)
Cycle to work scheme and season ticket loan
Immigration loan
Relocation scheme for certain posts
On-Site nursery
Onsite gym
Enhanced maternity, paternity and adoption pay
Employee assistance programme: Staff Support Service
Discounted medical insurance

Our commitment to Equality, Diversity and Inclusion:

As London's Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world's talent.

We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.

These include people from Black, Asian and ethnic minority backgrounds; disabled people; LGBTQI+ people; and for our Grade 9 and 10 roles, women.