Enquiry Assistant (Disability and Dyslexia Service)

About the Role

The Enquiry Assistant post will form part of a larger team dedicated to providing a first-class service to students and other stakeholders using AskQM and associated DDS systems, ensuring enquiries are managed efficiently and students are directed to appropriate support and guidance.

About You

The post holder will form part of a team committed to providing an excellent customer service to prospective and current students, applicants, parents, staff and other stakeholders who have enquiries related to the Disability and Dyslexia Service (DDS). The Enquiry Assistant will be the first point of contact for enquiries and will be responsible for providing accurate and timely information, resolving issues where appropriate, and directing enquiries to the relevant adviser, service or individual as required. The post holder will have excellent customer service skills, a good knowledge of Queen Mary and DDS processes, and the ability to work flexibly as needed (this may occasionally involve working from a different location). They will have empathy and sensitivity when supporting students, including those who may be distressed, anxious or seeking support in relation to a disability, health condition or specific learning difference, and will be committed to delivering a positive student experience.

About the Department

Within the Disability and Dyslexia Service (DDS), students may be seeking support in relation to disabilities, long-term health conditions, Specific Learning Differences, mental health conditions, reasonable adjustments, Disabled Students’ Allowances (DSA) and other disability-related support. Enquiries often involve sensitive personal information and may require a high degree of empathy, professionalism and confidentiality. The service offers both digital support via the University’s Enquiry Management System (AskQM) and in-person support through a range of student-facing access points. Students are able to access the service 24/7 through AskQM and have visibility of the progress of their enquiries. In future iterations, the service will be extended to prospective students and applicants.

About Queen Mary

At Queen Mary University of London, we believe that a diversity of ideas helps us achieve the previously unthinkable.

Throughout our history, we’ve fostered social justice and improved lives through academic excellence. And we continue to live and breathe this spirit today, not because it’s simply ‘the right thing to do’ but for what it helps us achieve and the intellectual brilliance it delivers.

We continue to embrace diversity of thought and opinion in everything we do, in the belief that when views collide, disciplines interact, and perspectives intersect, truly original thought takes form.

Benefits

We offer competitive salaries, access to a generous pension scheme, 30 days’ leave per annum (pro-rata for part-time/fixed-term), a season ticket loan scheme and access to a comprehensive range of personal and professional development opportunities. In addition, we offer a range of work life balance and family friendly, inclusive employment policies, campus facilities and flexible working arrangements.

Queen Mary’s commitment to our diverse and inclusive community is embedded in our appointments processes. Reasonable adjustments will be made at each stage of the recruitment process for any candidate with a disability. We are open to considering applications from candidates wishing to work flexibly.

Valuing Diversity & Committed to Equality

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