The role
The role holder serves as the first point of contact for all calls coming into the University’s main telephone number. They will answer these calls in a timely, professional and courteous manner, ensuring that calls are routed and general information provided accurately, whether the calls are from students, faculty, staff, and the public.
What will you be doing?
- Answering all incoming calls to the University of Bristol including internal calls and advising of alternatives.
- Connection of some international calls and STD calls.
- Advice on locating information from the University website.
- Using information from the University website to answer queries directly.
- Routing incoming calls to the appropriate department internally.
- Representing the University through a courteous voice and manner throughout.
- Work unsupervised and respond as and when calls come in.
- Advice to telephone engineers
- Inputting data to include directory information and telephony information.
You should apply if
You should consider applying for the role if all/most of the following points describe you:
- Computer and keyboard literate with excellent interpersonal skills.
- Can work under pressure and alone at times.
- An ability for 'key questioning' as callers are often confused, anxious, or vague - and English is often not their first language.
- An ability to keep calm.
- Reliable and prepared to work with flexibility.
- Have a good speaking voice – clear and with good diction.
- Pleasant and courteous manner in dealing with University staff, students and public
The following points are not essential, but would be advantageous:
- Knowledge/experience of working at the University
- Some form of previous telephone experience
- GCSE level Maths and English or equivalent.
- A qualification in customer service.
For a further description of the requirements of the role, please read the job description document linked below.
Additional information
This role currently sits within our IT Services team but upon appointment will be moving to our Education and Student Success department.
For informal enquiries please contact: Simon Speight (Simon.Speight@bristol.ac.uk)
Work pattern: 21 hours/week
This advert will close at 23:59 UK time on 03/06/2025
Our strategy and mission
We recently launched our strategy to 2030 tying together our mission, vision and values.
The University of Bristol aims to be a place where everyone feels able to be themselves and do their best in an inclusive working environment where all colleagues can thrive and reach their full potential. We want to attract, develop, and retain individuals with different experiences, backgrounds and perspectives – particularly people of colour, LGBT+ and disabled people - because diversity of people and ideas remains integral to our excellence as a global civic institution.
£23,414 to £25,733 per annum pro rata, Grade: D
