About the Job
You will provide day-to-day leadership to a team delivering front-line customer services across physical and virtual service points. Your primary workplace will be the Waterside Campus, with occasional duties at other University of Northampton sites.
You will collaborate closely with the Head of the Integrated Help Desk and Integrated Help Desk Manager (Systems) to develop workflows and training for the team. Your role includes supporting team training and development through daily operational leadership and line management, as well as assisting in creating induction programs, timetables, training materials, and workflows.
Some weekend and evening work may be required to support university activities such as enrolment and open days.
The University encourages flexible working practices to support both institutional goals and individual needs, allowing you greater freedom and autonomy through their Smarter Working initiative.
- Employer: University of Northampton
- Location: Northampton, Northamptonshire, United Kingdom
- Salary: £39,355 – £44,128 per annum
- Job Type: Full-time
- Closing Date: 20 July 2025
About You
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Experience leading a customer service team, preferably within Higher Education, supporting virtual and physical service points.
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Familiarity with supporting students and staff in a customer-focused environment.
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Experience in collecting and using data to inform service delivery and proficiency in technology use.
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Ability to work collaboratively across teams and manage line relationships, including conducting difficult conversations.
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Calm and polite demeanor under pressure, with strong communication skills at all levels.
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Strong people skills with persuasion, negotiation abilities, and integrity aligned with the University’s values.
Qualifications
Essential:
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A Level or equivalent
Desirable:
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Degree level qualification or equivalent experience
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Relevant Professional Qualification (ITIL or Service Management qualification)
Department Overview
The Library, Learning and Student Services (LLSS) portfolio supports learning, teaching, and student experience. The five-year strategy focuses on student and staff support, IT systems, community engagement, academic practice development, sustainability, and managing library and archive collections.
About the University of Northampton
The University is committed to supporting aspirations, creating opportunities, and delivering meaningful impact. They foster a progressive, inclusive environment where excellence thrives for both students and staff.
Our People
Staff are valued as the University’s greatest asset. The institution promotes diversity, wellbeing, and career growth, aiming to attract and retain top talent and empower colleagues to achieve their best.
Our Values
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Inclusivity: Celebrating diversity and enabling everyone to excel.
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Sustainability: Commitment to becoming a net zero carbon institution.
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Aspiration: Striving for excellence and empowering all stakeholders.
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Trust: Building respectful, transparent relationships based on shared goals.
Together, the University is creating a future that positively impacts its community, work, and society.
Additional Information
Right to Work:
Candidates must provide proof of eligibility to work in the UK during the interview process. The University considers Skilled Worker visa sponsorship where eligibility criteria are met.
Equality:
Applications from underrepresented groups are welcomed. The University is committed to an inclusive, ethical, and sustainable environment valuing equality, diversity, and inclusion, managed through formal policies and committees.
How to Apply
For more information and to submit your application, visit the official website: [Click here to apply]
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