AskHelp Assistant; Nightshift

Ask4

Help is the frontline student service at Northumbria University, sitting within the Student Engagement Team in Student, Library and Academic Services. The post handles inbound contact from students across in-person, telephone and online channels, resolving enquiries on topics from study skills and finance to wellbeing and progression. The shift is an overnight rotation of three nights on and six off, 23:00 to 08:10, across 36 weeks a year including some bank holidays.

• Deal with inbound contact from students and other service-users across in-person, phone and online channels
• Resolve enquiries and requests within agreed parameters
• Assist students with study skills, library use, careers, welfare, finance and academic progression
• Refer students to wellbeing services such as Mental Health and Accessibility and Inclusion teams
• Use the customer relationship management system and digital reference tools to keep responses consistent
• Work overnight rotating shifts at Newcastle City Campus, including some bank holidays, wearing a telephone headset
• Build relationships with teams across the University

• Outstanding customer service skills
• High level of self-motivation
• Excellent communication skills for handling challenging situations
• Acting on own initiative
• Comfortable and proficient using IT systems as part of regular duties

• Excellent pension schemes
• Flexible working
• Generous holiday entitlement
• Positive work-life balance
• Salary paid across 12 months, including non-working periods
• Training across a wide range of student-service topics