Salary: £30,895 per annum.
Hours: Full-time/ Part Time. (Minimum 0.8 FTE)
Contract Type: Open ended.
Location: Polaris House, Swindon, Wiltshire - Hybrid working available.
Band: UKRI Band C.
Closing Date: Sunday 4th January.
Job Overview
The role requires the individual to deliver first line support to users of the UKRI digital Funding Service (TFS) platform and the Studentship Data System, including universities and research organisations. This involves handling enquiries via phone and email through the customer management system while working closely with internal stakeholders to ensure queries are resolved proactively and in a timely manner.
In addition, the role includes assisting research outcomes data analysts with a range of administrative tasks, such as supporting researchers in providing their outcomes, inputs, and impacts on the external platform Researchfish, and updating guidance documents inline with UKRI policies.
All responsibilities must be managed in accordance with UKRI guidelines and service level agreements (SLAs) enabling funding services to meet overall targets and objectives.
To maintain business continuity and performance, staff may be required to support other teams within funding services.
Key Responsibilities
* Take ownership of incoming phone calls and emails using the customer relationship management system whilst managing customer expectations, keeping them informed of outstanding issues.
* Be part of a team that keeps our helpdesk phone lines covered throughout business hours: 08:30-17:00 (Mon-Thu) and 08:30-16:30 (Fri).
* Resolve complex customer issues in line with policies, procedures, standard operating procedures (SOPs) or business rules.
* Provide clear and concise responses to questions, enquiries or associated activities, as well as being able to explain the rationale for UKRI policies.
* Foster positive relationships with colleagues by providing support and cover across teams, developing flexibility through cross disciplinary training, and sharing knowledge by training others where appropriate.
* Maintain process and data accuracy, quality, and productivity to meet performance targets while ensuring data security.
* Identify operational processes and emerging trends to drive enhancements as part of continuous improvement initiatives.
* Report any operational issues by raising the appropriate awareness.
Person Specification
The below criteria will be scored during Shortlisting (S), Interview (I) or both (S&I).
Essential
* Analytical skills including good problem analysis and resolution skills. (S&I)
* Ability to consider and make judgements based on risks and impacts. (I)
* Experience working in a customer service environment and good customer service skills. (S&I)
* Good team working and collaboration skills. The ability to work flexibly and effectively as part of a team and collaborate with a range of colleagues with differing expertise/experience. (S&I)
* Good communication/customer service skills, both written and verbal. (S&I)
* The ability to understand the differing needs of key stakeholders and use influencing and negotiating skills to achieve desired outcomes and buy-in. (I)
* Self-motivated with the ability to multi-task and prioritise effectively. (I)
* Good IT skills including working knowledge of Microsoft packages and the ability to learn new systems and processes quickly. (S)
Benefits
We recognise and value our employees as individuals and aim to provide a favourable pay and rewards package. We are committed to supporting employees' development and promote a culture of continuous learning!
A list of benefits below:
* An outstanding defined benefit pension scheme.
* 30 days' annual leave in addition to 10.5 public and privilege days (full time equivalent).
* Employee discounts and offers on retail and leisure activities.
* Employee assistance programme, providing confidential help and advice.
* Flexible working options.
Plus many more benefits and wellbeing initiatives that enable our employees to have a great work life balance!
For further information on our benefits please see:
Benefits of working at UK Research and Innovation (UKRI)
UKRI is an Equal Opportunity & Disability Confident Employer.
Please apply online, if you experience any issue applying, please contact Recruitment@ukri.org.
As this job does not fulfil the UK Government minimum criterion for obtaining sponsored migrant worker status we will be unable to apply for sponsorship for anyone not eligible to work in the UK. At interview, all shortlisted candidates are required to bring with them identification documents and original documents that prove they hold or can obtain the right to work in the UK. You can check your eligibility here: https://www.gov.uk/check-uk-visa/y
UKRI - UK Research and Innovation
UKRI is an organisation that brings together the seven disciplinary research councils, Research England and Innovate UK. Together, we build an independent organisation with a strong voice and vision ensuring the UK maintains its world-leading position in research and innovation.
Supporting some of the world's most exciting and challenging research projects, we develop and operate some of the most remarkable scientific facilities in the world. We are pushing the frontiers of human knowledge through fundamental research and delivering benefits for UK society and the economy through world-class research, skills and business-led innovation.
More information can be found at www.ukri.org .
Choosing to come to work at UKRI means that you will have access to a whole host of benefits from a defined benefit pension scheme, excellent holiday entitlement, access to employee shopping/travel discounts and salary sacrifice cycle to work scheme. For more details, visit benefits of working for UKRI .
How we support EDI in the workforce
At UKRI, we believe that everyone has a right to be treated with dignity and respect, and to be provided with equal opportunities to thrive and succeed in an environment that enables them to do so. We also value diversity of thought and experience within inclusive groups, organisations and the wider community. For further information, please visit 'How we support EDI in the workforce'.
Disability Confident Employer
As users of the disability confident scheme, we guarantee to interview all applicants with a disability who opt into the disability confident scheme and meet the minimum criteria for the role. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
How to apply
Online applications only preferred for this role. Please submit a CV and covering letter which clearly outlines how you fulfil the criteria specified along with your motivation for UKRI and the role. Ensure that the job reference number is included in the filename description of each document uploaded. Note that failure to address the above criteria or submit an application without a covering letter may result in the application not being considered. Assessment will only be based upon the content of your submitted covering letter and CV and not the 'experience' section of the application.
UKRI seeks to ensure it creates and maintains a system of openness, fairness and inclusion - a collaborative, trusted environment, which is attractive to and accessible to everyone who is interested in developing their career with us.
The role holder will be required to have the appropriate level of security screening/vetting required for the role. UKRI reserves the right to run or re-run security clearance as required during the course of employment.