Assessment Service Desk (Education Services Administrator) - (6508)

We are looking to recruit to our Assessment Service Desk team. This role would be an excellent fit for those with passion for, and experience in, customer service. 

The team provides a first point of contact service for all assessment issues, requests and questions. The mission is to create a sector-leading service for the whole university community through the provision of professional, informed, user-focused and high quality outcomes for every enquiry that is received. The aim of the service is to provide accurate, efficient and timely information and full resolution where possible. 

Assessment is at the heart of what a university does and our department's purpose is to enable our students and colleagues to achieve their best by delivering sector-leading excellence and innovation in assessment management.  

Assessment Management consists of six teams:   

• Assessment Delivery   
• Assessment Systems   
• Assessment Standards   
• Assessment Service Desk   
• Progression and Classification   
• Assessment Mitigations   

Whilst roles are based within particular teams, staff work flexibly across all areas.  Assessment Management is part of a wider Education Services department. The department is organised around three thematic areas: Assessment, Student and Curriculum as well as the Student Hub Service. Colleagues work collaboratively and flexibly to support the needs of the whole department in relation to the demands of the academic calendar.    

The Role :
Working on the Assessment Service Desk involves taking responsibility for first line stakeholder support, triaging queries via a ticketing system, calls and email. The role would suit someone with a passion for delivering customer service, working flexibly with a broad knowledge of the service area. The team also undertakes outreach sessions, delivering information to stakeholders and ensuring our service is personable and present within the University community. 

Ideal Candidate : 

We are looking for someone who:   

• Has excellent attention to detail, data accuracy, manipulation and interrogation skills.  
• Has a passion, ability, and some experience in delivering high levels of stakeholder service and effective communication.   
• Can work flexibly to achieve team objectives by assisting others and working collaboratively to complete tasks and projects.   
• Will have the confidence to take responsibility for defined areas of work within Assessment Management.   
• Feels comfortable taking ownership of and resolving complex queries.   

How to Apply : 

• Please ensure that you include a CV and covering letter which addresses the Person Specification with your application. NOTE: CVs alone will not be considered.   
• Shortlisting is carried out based on your covering letter and you should be clear about how you meet each of the Person Specification criteria, and give evidence of your experience. It is helpful if you number your points in line with the corresponding Person Specification requirement.   

For an informal discussion about working in Assessment Management, please contact:  

Crystal Hon, Assessment Service Desk Manager, c.hon@mmu.ac.uk 

Manchester Met University is committed to creating an intentionally inclusive culture of belonging that promotes equity and celebrates diversity. We understand the importance of having a diverse workforce and the benefits it can bring to ensuring diversity of thought and innovation in everything we do. We, therefore, encourage applications from our local and international communities, in particular people from ethnic minority groups, disabled people and people who identify as LGBTQIA+.