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Overview

We are seeking a Service Support Assistant to provide effective frontline support for a busy student-facing service within the University. As well as working on a reception on a rota basis, the role will involve a range of key admin tasks that support students and the service, including responding to email and phone queries, booking appointments, processing online registrations and self-referral forms and managing a client appointment diary.

This post requires an assured team player who can manage their time and ensure that the

service and reception is responsive, meeting the needs of a growing and demanding client base. You will have a flexible, confident and enthusiastic approach to work. Good interpersonal skills and an ability to put people at ease through sensitive verbal and non-verbal communication are essential, as is the ability to work with accuracy, particularly in areas of data processing. Good IT skills are important. 

Main duties and responsibilities

• Take ownership of a range of administrative functions performed on a daily basis including processing new client registrations, self-referral forms, answering telephone and email enquiries, text reminders, offering appointments and checking-in attendance of appointments, including reception work on a rotational basis.

• Provide responsive, effective and caring frontline customer care support.

• Efficiently manage and maintain a complex online client appointment diary in order to allow easy access and ongoing support to all new and existing clients.

• Ensure client data is kept securely and managed confidentially in accordance with strict data protection guidelines.

• Input, update and maintain all data in service diaries and databases, ensuring accuracy. 

• Put clients at ease by providing an effective service to new and returning clients, who may occasionally be in distress. 

• Display a professional and personable attitude regarding client management and communications sent on behalf of the service.

• Minute take at regular staff meetings. 

• Complete routine financial administrative tasks such as goods receipting and payment card coding.

• Provide robust gatekeeping to the Service.

• Produce data reports as required to inform strategic decision-making for the service.

• Provide administrative support for student groups/workshops and service events.

• Make informed decisions based on knowledge of the work, recognising the need to ask for advice from others and clinically trained professionals where necessary.

• Identify ways to continually improve the delivery and effectiveness of the Service. 

• Work evenings where required to support the late opening of the service.

• Carry out other duties, commensurate with the grade and remit of the post

Person Specification 

Our diverse community of staff and students recognises the unique abilities, backgrounds, and beliefs of all. We foster a culture where everyone feels they belong and is respected. Even if your past experience doesn't match perfectly with this role's criteria, your contribution is valuable, and we encourage you to apply. Please ensure that you reference the application criteria in the application statement when you apply.

We are a research university with a global reputation for excellence. Our ideas and expertise change the world for the better, making a real difference to society. We know that when people come together with different views, approaches and insights it can lead to richer, more creative and innovative teaching and research and the highest levels of student experience. Our University Vision (www.sheffield.ac.uk/vision) outlines our commitment to building a diverse community of staff and students that recognises and values the abilities, backgrounds, beliefs and ways of living for everyone.