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About the Role
As a Receptionist/Helpdesk Assistant will act as a central point of contact for Estates-related queries and requests. They will provide a customer-focused response to incoming enquiries and requests, using various tools Including a database for recording and processing task management of specified Estates activities.
They will also act as a first point of contact for visitors and callers to the University, receiving and welcoming visitors and directing them to their destination. This will Include operating the switchboard, receiving and connecting calls, supplying information to internal enquirers and participating in the maintenance of information systems, supporting in the timely and effective distribution of Estates related communications.
Key Responsibilities
- Receive incoming enquiries and requests via telephone, email, web, personal contact or written enquiry. Determine Visitor/Customer requirements and route accordingly.
- Investigate customer queries liaising with relevant Unit/ Department/Manager as appropriate and feedback to customer.
- Receives thesis, dissertations and assignments from students, logging these and ensuring transmission on to the appropriate person.
- Create Estates request on a database (Planon), ensuring correct routing and priorities set in line with agreed guidelines for relevant activity type. Issue customer with unique reference number for works requests and advise anticipated timescale for response.
- Maintain and update Estates Address Management database; issue questionnaires to new contacts; check and enter relevant data on system including contact details, insurance, Health & Safety information; issue standard letters requesting updated information to existing contacts, filing of associated documentation.
- Book visitors and contractors in/out via VisitorNet booking system database. Issue and receive name badges. Generate ad-hoc requests detailing anticipated and current contractors/visitors on site to enable accurate monitoring and recording for Health & Safety purposes.
- Undertake training on new system developments as required, reporting any system issues to Line Manager and telephony issues to IT for action.
- To contribute to the ongoing review and development of Reception and Liaison Line systems and procedures.
- Maintain a customer-focused approach and contribute to the achievement of team goals in the area of customer service.
- Contribute to the on-going development of team functions, to include further relevant activities and expansion of operational role e.g. training support staff to cover during periods of absence.
- Any other duties as directed by the Director of Estates.
About You
Essential:
- Proven experience of working in a customer-service environment.
- Competent IT Skills and use of Microsoft Office.
- Flexible approach to working hours.
- Positive approach to problem-solving.
- Understanding of and commitment to Equal Opportunities.
- Strong written and verbal communication skills.
- Adaptable to changes in work priorities to meet the needs of our customers and providing an effective service to Estates and the Open University.
- Excellent interpersonal skills.
- Having a positive and professional approach to customer care, with the ability to communicate effectively with staff at all levels in order to build strong relationships to improve customer service standards.
- Ability to work as part of a team who support each other within the working environment.
- Interacting with staff and being able to demonstrate your communication skills.
Desirable:
- Experience of working in a call-centre, maintenance or facilities related environment.
- Proven experience of switchboard and reception operation using computerised telephone systems.
- Experience of working with databases.
- Experience of working with spreadsheets and producing reports.
Support with your application
If you have any questions, or need support or adjustments relating to your application, the recruitment process, or the role, please contact us on 01908 541111 or email careers@open.ac.uk quoting the advert reference number.
What's in it for you?
At The Open University, we offer a range of benefits to recognise and reward great work, alongside policies and flexible working that contribute towards a great work life balance. Get all the details of what benefits we offer by visiting our Staff Benefits page (clicking this link will open a new window).
Flexible working
We are open to discussions about flexible working. Whether it’s a job share, part time, compressed hours or another working arrangement. Please reach out to us to discuss what works best for you. Please note that this role is based on site at our Milton Keynes campus.
Next steps in the Recruitment process
We anticipate that face-to-face interviews for this role will be taking place on-site at our Milton Keynes campus during the week commencing 13 October 2025.
Early closing date notification
We may close this job advert earlier than the published closing date where a satisfactory number of applications are received. We would therefore encourage early applications.
How to apply
To apply for this role please submit the following documents:
- CV
- A personal statement of up to 1000 words. You should set out in your statement why you are interested in the role and provide examples of where your skills and experience meet the required competencies for this role as detailed in the job description
You can view your progress and application communications when you are logged into our recruitment system. Please check your spam/junk folders if you do not receive associated email updates.
