Customer Service Advisor: Digital Services

3 weeks ago


Telford, United Kingdom Telford College Full time

-About the role

We have an exciting opportunity in our IT department for a Digital Services Customer Advisor, based in our Student Hub

The role of the customer services advisor for digital services is to support students, staff and stakeholders with accessing and using digital systems and learning resources.

This role will be based at the college digital support desk which is a vital part of support for the college’s broad user-base with accessing our ever evolving and growing digital platforms, as the college moves embed increased digital working - both within curriculum and business operations.

The customer services advisor will also be responsible for supporting the digital and learning resources lead to develop the college’s digital support centre of help articles for all stakeholders, to nurture and inclusive self-service culture.
Key Responsibilities
- To operate the digital support desk within the college’s Student Hub
- To be approachable, helpful, and proactive to ensure the positive engagement and trust between the digital services team and all stakeholders
- To provide a customer/student centred approach to support across the college’s digital and learning resources platforms from the support desk to include; acting as the first point of contact for digital support requests, issue/re-call digital technology to staff and student, and support with initial onboarding.
- To provide advice and guidance to all stakeholder on a range of digital resources, software, and systems to include these key systems:

- Office 365, including Teams, OneDrive and SharePoint
- College’s information portals for staff, students, parents, and employers
- College’s internal system for student records etc
- Proactively monitor request/support types, and review the digital support centre, and create/update support articles which are required to nurture a self-service culture. This will be through step-by-step articles and also screen capture videos as a demonstration aids.
Skills, knowledge and expertise

**Qualifications and training**:

- GCSE Grade A*-C in Maths and English or equivalent
- Level 2 customer service qualification (or the willingness to achieve)

**Skills and expertise**:

- Experience working with the Office 365 suite, and its functionality, at a level able to give support and demonstrations to users
- Experience of supporting young people in an education setting/ classroom or vocational environment
- Strong customer service ethos, to have a student/customer centred approach
How to Apply
Application deadline
- November 26, 2023 9:00 pm
- Department
- Digital Services
- Employment type
- Fixed term
- 37 Hours per week 52.14 Weeks per year
- Location
- Telford College - Wellington, Telford
- Salary
- £21769
- Reporting to
- Digital Services Leader
- Potential interview date
- From November 30, 2023



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