Location
Oxford City Centre
Category
Administration
Pay rate
£16.57 p/h + holiday pay
Vacancy Type
Full-time (temporary)
About the role
For this role, you will need to have at least 1 years’ experience within a customer-facing role, excellent administrative skills and the ability to articulate complex technical ideas and solutions into language non-experts can understand. In this role, you will act as the main point of contact for staff and student, resolving technical issues, tracking interactions and delivering training. 

Duties:

• Act as the main contact for users (students and staff), resolving technical issues via phone or email and escalating when necessary, while ensuring queries are resolved within agreed service levels.
• Log and track user interactions using the University's incident management system, contribute to internal knowledge bases, and help update user-facing FAQs.
• Identify trends in reported issues, work with other departments to resolve recurring problems, and contribute to service enhancements based on user feedback and performance data.
• Use knowledge of SLAs to assess and prioritise queries, manage user expectations, and ensure timely, appropriate resolution—including escalation when required.
• Deliver user training (individually or in groups), and help create and maintain user guides and training materials.
• Ensure clear, jargon-free communication, uphold data protection principles, and assist in wider service communication and continuous improvement initiatives.

Selection criteria:

• The ability to articulate complex technical ideas and solutions into language non-experts can understand.
• Excellent administrative and organisational skills, with the ability to prioritise according to business and user requirements.  
• An understanding of the requirements of customer-orientated roles, evidenced by at least one year’s experience in a customer-facing role in a complex organisation.
• An ability to understand and deal with business, process and procedural issues as well as IT related problems.  
• IT literacy, including extensive recent use of Word, Excel and email.  

Vacancy ID: 18819

Please be aware that all candidates need to be able to start work immediately and must be able to work on site if required to do so.

Further information can about the Temporary Staffing Service can be found on our website https://www.jobs.ox.ac.uk/temporary-staffing-service
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