Service Support Coordinator, Business Operations

Salary: circa £24,500 per annum negotiable depending on experience + fantastic benefits

Jisc grade: CSS2 (internal use only)

Hours: 35 hours per week

Contract: Fixed Term Contract (12 months)

Location: Hybrid - A blend of working from home and your nominated hub office, we have hubs in London, Bristol, Manchester and Oxford. Specific patterns for working in the office are not mandated, and the frequency of time worked in the office is agreed with your manager. Meeting in person is something we value so you may need to travel on occasion to any of our hub offices.

About Jisc:

Jisc is the UK digital, data and technology agency focused on tertiary education, research, and innovation. We are a not-for-profit organisation with a big ambition to improve lives through education and research by providing hardware, software, and networking solutions. Our talented people bring their own unique skills and experience to empower our members and customers with the technology they need to succeed. Take your next career step with us and you can make a real difference to the education and research sectors.

About the team:

The Digital resources (DR) directorate delivers services that support the procurement, licensing, management, discovery and use of content and software for UK further education, higher education and research. Our portfolios span licensing, open research, and content and discovery.

This role forms part of a multi-disciplinary, cross-directorate business operations team supporting these portfolios to ensure DR delivers on its strategic objectives and drives the directorate forward in key areas. These include product and portfolio management, engagement, technology and data, and service management and support. As a membership organisation, service support is a key part of our offer and providing high quality customer service in all that we do.

About the role:

This role sits in business operations’ product and service team. As part of a service support team, this role plays a key part in ensuring the smooth running of our services through the provision of a responsive, knowledgeable and customer-focused helpdesk. The role requires breadth and depth of knowledge as the team supports an increasing number of services and will often be the only interaction with our members and customers providing support to resolve their issue or information and guidance 

Responsibilities will include:

• You will provide a high level of customer service and expertise to all stakeholders internal and external, across the full range of DR products and services whilst adhering to SLAs and enquiry and service management procedures. 
• It will be your responsibility to take ownership of, and act as the routine contact point for all enquiries from initial contact (triage) through to resolution (2^nd/3^rd line) for a broadening range of topics from members, customers and third-parties, working to resolve as quickly and effectively as possible, only liaising with or escalating to product teams if necessary.  
• To diagnose, investigate and resolve complex queries through to completion using analysis and communication to keep the customer informed throughout.  
• You will support our members in their use and understanding of DR services, including licensing e-commerce systems, working with colleagues and the central finance team to ensure all payments and monies are processed swiftly and smoothly. Determine problem fixes and remedies

Key Skills and Experience:

• You will have good customer support service skills, preferably within an educational, library, research office or publisher environment.
• Good organisational skills and the ability to work individually and as part of a team.
• Ability to take ownership of a query from start to resolution.
• Experience in the use of enquiry management, enterprise level CRM and e-commerce systems, along with the adherence to service management procedures, especially SLA’s. 
• Experience of a range of IT systems generally, especially MS Office 365 
• Able to communicate professionally with both specialist and non-specialist customers, at all levels 

Qualifications:

A good standard of education and if you possess a relevant or related qualification, e.g. NVQ/SVQ in customer service or call handling this could be advantageous.

Don’t meet every single requirement?

We know that sometimes people can be put off applying for a job if they think they can’t tick every box, so we encourage you to apply even if you do not meet 100% of the requirements, but you feel this role is perfect for you. You may be just the right candidate for this or other roles!

Why work for us?

At Jisc, everyone plays a key role and gets the chance to feel part of it, that to us is the definition of a meaningful career. We want to create a culture of lifelong learning. You can look forward to a rewarding job with opportunities to develop and make a real difference to the education and research sectors.

We believe a balance between your personal and professional life is essential to your happiness and fulfilment. We work flexibly at Jisc and focus on outputs rather than presenteeism and are open to a whole range of ways of working.

It isn’t about how many hours you spend at home or at work; it’s about the flow you establish that brings energy to both parts of your life. Our hybrid working policy is flexible, and the frequency of time spent in your nominated office will vary across teams and job roles.

Take a look at our fantastic benefits! We offer:

• Flexible work pattern, which can adapt to suit your schedules and personal commitments
• 31 days annual leave (plus bank holidays) that includes an additional three closure days over Christmas plus the opportunity to buy up to an additional 5 days
• Generous flexible pension schemes
• Protection benefit – life cover
• Annual Jisc performance award
• A range of wellbeing lifestyle benefits including company paid health care cash plan, employee assistance programme, mental health first aiders and support
• A generous budget to support you with external learning and continuous professional development
• Allocated allowance of up to £250 to equip your home office
• Financial well-being support including access to preferential loan and savings plans, mortgage advice, will writing tools and support and resources to help you make the most of your money
• The opportunity to donate to charity tax-free with our Payroll Giving benefit
• Electric Car Lease Scheme and option to purchase SmartTech – spreading the cost of your everyday white goods and technology
• A wide range of discounts from retailers and big-name high-street stores and CSSC membership
• Family friendly policies including enhanced parental, maternity and paternity leave and opportunity for career breaks
• Support your volunteering with up to 3 days volunteer leave
• Cycle to work scheme and eye care scheme including free eye test vouchers and £70 towards new glasses for VDU use
• Free flu vaccinations
• Employee recognition awards and travel loans
• A company culture which supports and promotes personal learning and development, including access to thousands of courses on LinkedIn Learning

Equity, diversity and inclusion:

At Jisc, we don’t look for ‘sameness’, but to truly include people who can add unique perspectives and experiences to our culture, and we are working hard to achieve progressive change. ‘Always inclusive’ is one of our six guiding principles which actively encourages us to bring our whole authentic selves to work. We believe that our commitment to equity, diversity and inclusion is fundamental to our success.

Jisc believes our people make all the difference in cultivating an inclusive culture that welcomes ideas, encourages innovation, and values belonging. We work with passionate colleagues to strengthen knowledge and awareness, provide learning and development opportunities, and foster multiple employee networks which create a sense of community and influence our policies and practice.

We work hard to create an equitable experience for our candidates and workforce which embraces all aspects of their identity including race and ethnicity, religion and belief, sex, gender identity, sexual orientation, trans identities, age, class, disability, neurodivergence, or veteran status.

Application process:

We are committed to supporting your success. Please let us know how we can best accommodate you throughout the recruitment process, in your role, and during your time at Jisc. Your unique skills and experiences are valuable to us, and we want to ensure you have everything you need to thrive.

Just so you know, we review CVs as soon as we can and aim to provide an update on your application within 4 weeks of receiving it.  However, you may hear from us a lot sooner, so please keep an eye out for our emails or calls! 

If you are currently a Jisc employee, please apply through your Dayforce Employee profile.

Jisc has an active sponsor licence to recruit on a Skilled worker visa basis. Candidates wishing to apply who require sponsorship should determine the likelihood of obtaining a Certificate of Sponsorship for the role by assessing their circumstances against the relevant Home Office criteria. Jisc does not offer any financial re-imbursement towards the applicant costs, such as re-location, skilled worker visa and dependant costs or the immigration health charge.

No agencies please.