Education Services Officer Manchester, England
Job description
We are recruiting an Education Services Officer in the Assessment Service Desk team in Assessment Management.
The Assessment Service Desk has grown over recent years and is in an exciting position to support academic colleagues and Professional Services colleagues work together to ensure student and University success through a high level of customer satisfaction.
The work we do has a direct impact on the experience of our students and colleagues, and we are committed to providing a consistently excellent and efficient service, supporting the changing needs of our modern University.
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 this role is based in the Assessment Service Desk team, 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. Colleagues work collaboratively and flexibly to support the needs of the whole department in relation to the demands of the academic calendar.
The role
This is an exciting opportunity to join our vibrant and dynamic Assessment Service Desk team while we focus on providing the best assessment experience for academic colleagues and students right through the student journey to graduation. The successful candidate will provide first-level support for our customers through a range of contact channels, including Teams and our enquiry management system as well as face-to-face Departmental out-reach activities.
You will work as part of a passionate and friendly team of professionals to handle service requests, troubleshoot incidents, provide comprehensive advice and ensure customer queries are resolved promptly, or escalated to another support team where necessary.
The role will require the ability to provide excellent stakeholder service and administrative support for assessment activities across Manchester Metropolitan University. There will be a need to establish excellent working relationships across Professional Service area, the academic community and with collaborative partners.
The Officer's role will provide guidance and support to students and academic staff, supported by their team, on a wide range of assessment related issues.
Officers need the ability to critically analyse data, lead project workstreams and be a lead contact for certain areas within Assessment Management.
Our ideal candidate is an empathetic communicator, an active listener, and a critical thinker.
- You will have an analytical ability to find solutions using agreed processes and procedures.
- You will be able to adapt easily to individual customer requirements.
- You will enjoy working in a team, engaging in team discussions, and participating in development and training activities with colleagues.
- You will have a natural passion for customer service, and the ability to remain focussed in a fast-paced and dynamic environment with minimal supervision.
How to Apply
- Please ensure that you include a CV and detailed covering letter with your application.
- 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 the roles, please contact: Miriam Nottingham, [email protected]
Manchester Metropolitan University is committed to supporting the rights, responsibilities, dignity, health and wellbeing of staff and students through our commitment to equality, diversity and inclusion.
We promote applications from all sections of the community, irrespective of background, belief or identity, recognising the benefits that a diverse organisation can bring . We particularly encourage applications from Black and Minority Ethnic candidates, who we recognise are underrepresented in this area.
