Customer Service Administrator

25000.00 GBP Annual + pro rata
31 Jul 2017
28 Aug 2017
Contract Type
Customer Service Administrator - 21 hours a week (c.GBP25,000 pro-rata) -London

About us

Jisc is helping to ensure the UK remains at the forefront of innovation within UK education and research - by mobilising the very best people and technologies in the application of digital thinking, digital content and connectivity.

It's our vision to enable the UK to become the most digitally advanced education and research nation in the world. It's a bold statement, but one that we're determined to fulfil.

About the role

This is a part-time role working 21 hours a week, with some flexibility on how this is worked.

Working within a small but efficient team, you'll be responsible for supporting the helpdesk and the licensing team in the organisation of customer support relating to licensing and negotiations.

You'll respond to customer queries, engage with publishers and content providers, and support communications in an efficient way to consistently deliver outstanding service to institutions, . You will act as a secondary point of contact for the helpdesk and provide administrative support for the licensing team, assisting in delivering the licensing process to ensure fully auditable copies of contracts are made.

You will also assist institutions with customer online accounts, maintaining accurate institutional and publisher records in Jisc's service management systems with the aim of providing and promoting excellent customer service.

You'll be given the autonomy to shape the role as you see fit and use all of your experience to finely-tune our administrative operations.

About you

Ideally you will have gained your experience working within a publisher or library environment.

You will need:

- A proven track record of effective customer relationship management.
- An understanding of how a customer facing support service operates, customer care, telephone etiquette, letter writing, email construction
- To be results focused, tenacious, and resourceful, with an ability to solve problems creatively
- To be able to influence others and tackle challenges with optimism
- The ability to communicate effectively and appropriately with individuals at all levels, using a clear telephone voice; strong interpersonal skills and a strong professional ethic when dealing with customers - internal and external.
- Strong team working skills, with the ability to work independently.
- Strong organisational skills and the ability to work to and meet deadlines.


28 days annual leave (including three closure days at Christmas) plus eight bank holidays

Our generous USS contributory pension scheme (8% employee and 18% employer contribution)

Competitive maternity, adoption and paternity arrangements

Death-in-service benefit of three times salary

Several staff schemes including season ticket loans, childcare vouchers, cycle-to-work, eye care, employee assistance

Opportunity for performance-related pay progression

IT discounts with selected suppliers