Operations Coordinator (Customer Service)

Closed 15/08/2021

Job Title

Operations Coordinator (Customer Service)

Division/Section/Unit

Operations & HR

Grade

3 [From £18,693]

Hours of Work

37 hours per week, 52 weeks per year

Contract Duration

Permanent

Reports To

Responsible For

Operations & HR Manager

N/A

Interview Date

27th August 2021

Principal Duties and Responsibilities

  • To coordinate the Students’ Union’s front of house welcome service, focusing on excellent customer care that delivers an effective and comprehensive service to the student body.
  • To support and assist the student welcome team to deliver a first-class admin and front of house experience.
  • To provide an effective, efficient and responsive operational service to the daily needs of the Students’ Union.

Key Tasks

Leeds Beckett Students’ Union is a charity that exists to make our students’ lives better. It is an exciting time for the Students’ Union as we are in the process of relocating to our new home at city campus, with a brand-new Welcome space.

We are looking for an Operations Coordinator (Customer Service) whose role will be an integral part of the Students’ Union and will co-ordinate the Welcome point and be the first point of call to welcoming students to the Union. Possessing the right skills and experience, is of course, important but we are also looking for a can-do attitude, initiative, and a commitment to making a positive contribution to our organisation.

The main aspects of the role will be to deliver excellent customer service on a range of functions as well as coordinating student room bookings and external speaker requests, taking minutes of meetings, providing general and specific administrative support to the wider SU team, the Union’s Leadership Team, Operations and HR Manager and the Operations Team. 

Key tasks for this role include:

  • To co-ordinate and support the Student Staff Welcome team to provide a first-class customer service, both digitally and in person, providing cover when appropriate.
  • To coordinate room and space bookings (for students and staff).
  • To administer external speaker requests (for students and staff)
  • To assist Student groups with event health and safety, including risk assessments.
  • To support the delivery of the Student Safety Taxi Scheme, in accordance with agreed protocols.
  • To coordinate the Union’s Welfare materials provision, ensuring that stock levels are maintained and are sufficient across campuses.
  • To work closely with the Finance team in allocated tasks, ensuring that all documentation is accurate and received in a timely manner.
  • To be responsible for sales via the welcome point.
  • To be responsible for making sure that the office supplies (such as stationery, staff facilities and printing facilities) are kept to an optimum level.
  • Upkeep of the Union’s Welcome point and communal areas.
  • Work with the Operations Team to provide a secretarial service to the Students Union, including Board of Trustees and its sub Committees, Health and Safety group, Executive Meetings, and any other relevant groups and forums as determined by the Operations and HR Manager
  • To administer the Union’s front of house mailbox (helpdesk), as set out in the Union’s customer service level agreement.
  • All other Administration duties as directed by the Operations and HR Manager, commensurate with the Grade.
  • To actively participate as a member of the Operations team, contributing to a professional team approach and be proactive in supporting team members and the wider Students’ Union staffing team.
  • To uphold the core values of the Students’ Union and be an ambassador for the Students’ Union.

Special Features

  • To provide support to HR administration during busy periods and student recruitment.
  • This role includes providing administrative support to the Leadership team.
  • To act as a Fire Warden (training to be provided).
  • To act as a First Aider (training to be provided).
  • To act as a Mental Health First Aider (training to be provided).
  • This role will be expected to work on campus at least 3 days per week, however, please note that there will also be the opportunity for remote working.

Post Requirements

  • To work within the framework of the Union’s Articles, Byelaws and Policies, ensuring that your work furthers the Union’s core values and objectives.
  • To demonstrate a commitment to the Union’s Equal Opportunities Policy, together with an understanding of how it operates within the responsibilities of the post.
  • To undertake Health and Safety duties and responsibilities appropriate to the post, at all times having regard to your own and others health and safety.
  • To provide excellent customer and client care in dealings with students, staff and members of the public.
  • To contribute to the development of a professional working and learning environment within the Union.
  • To have a commitment to your own development and a willingness to undertake relevant training opportunities.
  • To have a flexible work approach in order to meet deadlines.
  • To perform such reasonable duties consistent with the post and as required by the Chief Executive.

Person Specification

Essential

Desirable

Skills

  • Ability to work on own initiative, without direct supervision and to consult over complex or contentious issues
  • Able to establish strong working relationships with a wide range of individuals both internal and external to the organisation
  • Ability to provide a service to challenging clients, or clients in crisis.
  • Experience of working in a busy, demanding environment
  • Experience of Committee Servicing

Personal Attributes

  • Highly motivated, energetic and enthusiastic
  • Commitment to working with and developing the potential of Leeds Beckett Students

Qualifications & Experience

  • Good level of literacy and numeracy skills (GCSE Grade C standard or equivalent)
  • Experience of working within an administrative setting
  • Experience in supporting and signposting students or a similar customer base

Knowledge

  • Knowledge of issues affecting students, Students’ Unions and Higher Education
  • Experience of working within a Students’ Union or in the voluntary sector

Essential Values of all Postholders

  • Commitment to Leeds Beckett Students’ Union’s Mission, Vision and Values
  • Commitment to working as a member of a team
  • Respect for the principles of client confidentiality
  • Commitment to the creation of an environment that promotes equality of opportunity whilst recognising and valuing diversity
  • Commitment to excellent standards of customer care
  • Able to work in a student-led, democratic environment