Student Experience Assistant

Are you an excellent team player, with an aptitude for problem solving and an enthusiasm for customer service?

About the role

We are seeking to appoint a Student Experience Assistant (SEA) who will work in the Charles Seale-Hayne Library under the direction of the Service Operations Supervisors. The role provides face-to-face and remote first-line assistance and advice as part of a library and student IT enquiry service: troubleshooting and resolving IT support requests; recording information using call management software; triaging enquiries and referring to other teams.

Enquiries may cover but are not limited to supporting the following areas:

• user accounts management
• software support
• incident reporting using Sunrise ITSM
• assistive technology support
• printing, copying and resource access and support.

As an SEA you will also be expected to operate across other functions of Education Operations according to need. Support and administration tasks may include:

• purchase and provision of print and electronic resources and materials
• fulfilling inter-library loan requests
• ensuring library stock is accessible by the timely shelving of items
• managing learning spaces by monitoring aspects of health & safety, and usage
• recording statistics and participating in stakeholder engagement and consultation exercises.

Due to the nature of the role, unfortunately we are unable to accommodate working from home.

For an informal discussion to find out more about the role then please contact Tom Wicks: by email at tom.wicks@plymouth.ac.uk

For more information about the job and the person specification, please refer to the job description.

What we’re looking for

In a frontline position, you will represent the ‘face of the service’ so it is important to our customers that staff are knowledgeable, competent, and deliver excellent customer service. With that in mind excellent interpersonal, verbal and written communication skills, as well as experience of troubleshooting and responding to a wide variety of enquiries are essential.

You will:

• Be an excellent team worker, reliable, flexible and highly adaptable, with the initiative and ability to quickly learn new procedures and processes and apply them consistently.
• Need confidence to work independently, and to know when to refer enquiries on to others.
• Have attention to detail, literacy and numeracy (e.g. using Excel) is required
• Confidence with using digital technologies, and an aptitude for learning how to use new IT applications and digital platforms effectively in the workplace.

This role is required to work evenings 37 weeks per year (term time), Sunday-Wednesday (16:45 - 00:15).

Application Process

Please apply online, demonstrating how you meet the essential criteria outlined in the knowledge, qualifications, training, and experience elements of the job description in your supporting statement.

Following the closing date of the vacancy, you will be notified on the outcome of your application in due course.

Anticipated Interview Date:  Week commencing Monday 6 October 2025

Closing date:  12 midnight, Sunday 28 September 2025

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