The University of Sheffield is a remarkable place to work. Our people are at the heart of everything we do. Their diverse backgrounds, abilities and beliefs make Sheffield a world-class university.

We offer a fantastic range of benefits including a highly competitive annual leave entitlement (with the ability to purchase more), a generous pensions scheme, flexible working opportunities, a commitment to your development and wellbeing, a wide range of retail discounts, and much more. Find out more about our benefits (opens in a new window) and join us to become part of something special.

Overview

IT Services at the University of Sheffield provide a full range of complex IT and technology-enabled services that support education, research, workplace, corporate services and infrastructure enablers to all our staff and students. This large and highly innovative department is undergoing a significant amount of change as it establishes itself as a key enterprise IT partner that works across the University, with stakeholders and key partners to deliver enterprise-wide products and services in line with strategic aims.

You will work within the IT Services Business Support Team located within Service & Operations. We provide administrative and secretarial support to the rest of the department and the Executive Team.

As the Switchboard Operator, you will be responsible for handling a high number of incoming calls, screening effectively and ensuring that callers are diverted to the right person or department. You will have previous experience of working in an administrative environment; have excellent IT skills and the ability to multitask. Working as part of the Business Support team, you will also assist with the administrative, secretarial and financial support to the department, including the department’s Reception facilities, and some University-wide services. You will work closely with Switchboard Operator colleagues, and the Telephony team, to ensure the smooth running of the Switchboard service.

This part-time role is 17.5hrs per week, and requires a working pattern of 9am-12.30pm on Wednesdays, 9am-5pm on Thursdays, and 9am-5pm on Fridays.

Main duties and responsibilities

• Provide an excellent customer experience to all callers to the University’s switchboard, ensuring all internal and external calls are answered and dealt with immediately
• Responsible for the regular housekeeping and timely maintenance of information on the switchboard operator console, ensuring entries are current and accurate
• Maintain the department’s telephone directory information
• Commitment to gaining understanding of the University and its activities in order to give appropriate information and advice to callers, helping determine the right course of action for their enquiry
• Develop and maintain a network of contacts across the University to ensure the switchboard service responds appropriately to the University’s annual cycle of events and activities
• Update and maintain department records using MS Office, Google applications and internal management information systems and databases
• Train new switchboard operators - this may include permanent and temporary team members
• Liaise with call logger system providers when technical support is required for call logger issues
• Ensuring all University events are recorded in the Events Calendar for example exams, degree ceremonies, clearing etc
• Provide administrative support to Business Support colleagues as required by the Business Support Manager
• Provide cover for the department’s Reception facilities as required, offering a professional, efficient and welcoming reception service to all visitors to the department
• 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.

Further Information

Next steps in the recruitment process

We plan to let candidates know if they have progressed to the selection stage 2 weeks after the closing date. If you need any support, equipment or adjustments to enable you to participate in any element of the recruitment process you can contact it-services-recruitment@sheffield.ac.uk

Our vision and strategic plan

We are the University of Sheffield. This is our vision: sheffield.ac.uk/vision (opens in new window).

What we offer

• A minimum of 38 days annual leave including bank holiday and closure days (pro rata) with the ability to purchase more.
• Flexible working opportunities, including hybrid working for some roles.
• Generous pension scheme.
• A wide range of discounts and rewards on shopping, eating out and travel.
• A variety of staff networks, providing opportunities for social interaction, peer support and personal development (for example, Race Equality, LGBT+, Women’s and Parent’s networks).
• Recognition Awards to reward staff who go above and beyond in their role.
• A commitment to your development access to learning and mentoring schemes.
• A range of generous family-friendly policies
  • paid time off for parenting and caring emergencies
  • support for those going through the menopause
  • paid time off and support for fertility treatment
  • and more

More details can be found on our benefits page: sheffield.ac.uk/jobs/benefits (opens in a new window).

We are a Disability Confident Employer. If you have a disability and meet the essential criteria for this job you will be invited to take part in the next stage of the selection process.

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.