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Customer Service Analyst
3 months ago
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).
ARUs 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 UKs 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 UKs leading universities for degree apprenticeship provision, working with hundreds of employers across the UK.
About the Role:
The Customer Service Systems Analyst provides colleagues involved in our apprenticeship delivery with first line support and advice in using our apprenticeship management system (Aptem). During this fixed term contract, youll work within the Degrees at Work Project Team, who are responsible for the successful implementation of Aptem for all higher and degree apprenticeships offered by ARU, supporting colleagues across all faculties and sites.
Youll be the first port of call for colleagues using the Aptem help desk. You will be technically savvy and eager to acquaint yourself with the system's capability and processes as quickly as possible, through both training provided and your own self-development activities. You will provide advice and first line technical support to colleagues; detecting and troubleshooting user issues and errors, following an agreed escalation process where appropriate, and providing help and guidance to individuals for developing their knowledge in how to use the system effectively.
You'll have a degree, or be part qualified in a professional qualification at degree level, or you will have a demonstrable appropriate level of experience and evidence of CPD relevant to the role.
You will be an enthusiastic and resourceful team player with excellent communication, and interpersonal skills. Your ability to understand how different people use and adapt to new technologies, and to deliver a highly customer-focussed service, are key attributes for this role. Previous experience in a similar help-desk role is highly desirable. You will be naturally inquisitive and aim to resolve simple issues quickly and satisfactorily within agreed Key Performance Indicators (KPIs). You will be sympathetic to different levels of technical abilities and work pressures and ensure colleagues are updated where the issue might not be a simple fix. You will support the Customer Service Team Leader in sharing and updating system training resources and links.
We encourage our team to work on an agile basis, and you will work from your main campus base (Chelmsford, Cambridge, or Peterborough, as preferred) at least once a week. We provide a laptop to allow you to work from any ARU location, or from home. You will need to be prepared to travel to and between the three sites to deliver on-site training or support, or to attend meetings with colleagues, as needed.
This role observes standard office hours from Monday to Friday; there will be no out of hours working required.
Interviews will be held in person in Chelmsford on Thursday 3rd October
Find out more about .
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 page for full details.
We have a responsibility to ensure that all employees are eligible to live and work in the UK.
The role being advertised has not been assessed as business critical and is therefore NOT open to applications from those who will require sponsorship under the points-based system.
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.
