Press Tab to Move to Skip to Content Link
This team member will act as a central point of contact for Estates-related queries and requests. They will provide a customer-focused response to incoming enquiries and requests, using various tools including a database for recording and processing task management of specified Estates activities.
They will also serve as the first point of contact for visitors and callers to the University, welcoming visitors and directing them to their destination. This includes operating the switchboard, receiving and connecting calls, providing information to internal enquirers, and supporting the maintenance of information systems to ensure the timely and effective distribution of Estates-related communications.
We are open to discussions about flexible working arrangements, including part-time, compressed hours, or other options. Please contact us to discuss what works best for you. Note that this role is based on-site at our Milton Keynes campus.
Key Responsibilities
* Handle incoming enquiries via telephone, email, web, personal contact, or written communication. Assess visitor/customer requirements and direct accordingly.
* Investigate customer queries, liaising with relevant units, departments, or managers, and provide feedback to the customer.
* Receive theses, dissertations, and assignments from students, log these, and ensure they are forwarded to the appropriate personnel.
* Create Estates requests in the Planon database, ensuring correct routing and prioritization according to guidelines. Provide customers with a unique reference number and estimated response times.
* Maintain and update the Estates Address Management database; issue questionnaires to new contacts; update contact details, insurance, and Health & Safety information; send standard letters for updates; and file related documentation.
* Book visitors and contractors using the VisitorNet system, issue and receive name badges, and generate reports on current and upcoming visitors and contractors for Health & Safety purposes.
* Participate in training on new system developments and report system or telephony issues to the Line Manager or IT support as appropriate.
* Contribute to the review and development of Reception and Liaison procedures and systems.
* Maintain a customer-focused approach and support team goals for customer service excellence.
* Support team development activities, including training support staff during absences.
* Perform other duties as assigned by the Director of Estates.
Skills and Experience
* Proven experience in a customer service environment.
* Proficiency in IT and Microsoft Office applications.
* Flexible working hours.
* Problem-solving skills and a positive attitude.
* Commitment to Equal Opportunities.
* Strong written and verbal communication skills.
* Adaptability to changing priorities to meet customer needs.
* Excellent interpersonal skills.
* Professional approach to customer care and effective communication with staff at all levels.
* Teamwork skills.
* Experience in a call-centre, maintenance, or facilities environment.
* Experience operating a switchboard and reception systems.
* Experience working with databases, spreadsheets, and report generation.
To apply, please submit a single document containing:
* Your CV
* A personal statement (up to 1000 words) explaining your interest in the role and demonstrating how your skills and experience meet the required competencies outlined above.
Please Note: We may close this vacancy early if sufficient applications are received. Early applications are encouraged.
For inquiries about the application process, contact: Careers@open.ac.uk.
Interested in Associate Lecturer (AL) roles?
Visit our AL homepage for current vacancies.
The Open University is committed to diversity, inclusion, and equality. We aim to create a supportive environment where everyone can reach their potential and encourage applications from underrepresented groups. We strive to be an inclusive workplace through our policies, services, and staff networks.
#J-18808-Ljbffr