Assessment Service Desk
4 weeks ago
About the role
:We are recruiting an Education Services Administrator in the Assessment Service Desk team in the Assessment Management department.
This role would be an excellent fit for those with passion for, and experience in, customer service.
The team provides a first point of contact service for all assessment issues, requests and questions. The mission is to create a sector-leading service through the provision of professional, informed, user-focused and high-quality outcomes for every enquiry. The aim of the service is to provide accurate, efficient and timely information and full resolution where possible.
Working in the Assessment Service Desk team involves taking responsibility for first line stakeholder support, triaging queries via a ticketing system, phone calls and email. The role would suit someone with a passion for delivering customer service, working flexibly with a broad knowledge of the service area.
About the Assessment Management department:
Assessment is at the heart of what a university does, and our department's purpose is to enable our students and colleagues to achieve their best by delivering sector-leading excellence and innovation in assessment management.
Consisting of seven teams, Assessment Management work in a positive environment which encourages the development of skills and professional growth. All roles are varied, but a brief flavour of the core work of each team is listed below.
Our teams:
Assessment Delivery– organising and scheduling exams, set-up and receipt of coursework. Assessment Systems– configuration of assessment-related systems, including the configuration of progression rules, data manipulation and interrogation. Assessment Standards– oversight of regulations, quality processes, external examining, and academic misconduct. Assessment Service Desk– first line stakeholder support, triaging queries via a ticketing system, phone calls and email. The role would suit someone with a passion for delivering customer service. Assessment Results – managing student assessment records, ensuring marks are present and correct, and student results are published in a timely fashion via the running of assessment boards. Assessment Mitigations– oversight of student extensions and finding ways to ensure students who experience difficulties have the best possible chance of continuing their studies. Assessment Executive – supporting the Leadership Teams in Assessment Management and Student Hub Services, in achieving strategic objectives and reinforcing shared values.Roles are based within particular teams; however, colleagues work collaboratively and flexibly to support the needs of the whole department in relation to the demands of the academic calendar.
We have a standard induction period and a buddy system to enable new starters to smoothly settle into the department.
Ideal candidate:
Our colleagues in Assessment Management say below are the key traits to be a successful Education Services Administrator:
‘Flexible, conscientious, responsible'‘Team player, good communication, problem solving'‘Ability to adapt, calm, focused'For more detailed requirements of the role, please check the Person Specification attached to this job advert.
From our colleagues:
See what some of our team members had to say when asked what their favourite thing is about working in Assessment Management
‘The people are incredibly supportive'
‘The team are fantastic to work with and it's a very supportive environment with plenty of opportunities to learn and develop skills.'
‘I love working with a friendly team, everyone is so supportive'
For an informal discussion about the role, please contact:
Crystal Hon, , Assessment Service Desk Manager
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