Integrated Help Desk Supervisor

About the Job

Interview Date: week commencing 28 July 2025

The Integrated Help Desk Supervisors will supervise the Customer Service Assistants and provide support across the physical and virtual service points that constitute the Integrated Help Desk (IHD). 

You will coordinate service provision, provide accurate, consistent and timely advice and guidance to students, staff and visitors, triaging to second line services as appropriate. You will supervise the tasks of the Customer Service Assistants, and provide support to triage complex enquiries.

This post may include some weekend and evening work.

We want you to be able to carry out your work in a way that best supports UON and our students, but also you as an individual. We understand this may vary between different areas of the university as well as from one person to another.  With Smarter Working you can work with increased flexibility, if you would like to, which can facilitate greater freedom and autonomy.

About you

You will have experience working in a customer service environment, preferably in an education setting. You will be confident using Office 365 and other web apps.

You will have experience in managing busy workloads with sometimes competing priorities. You will be able to undertake vital conversations and have excellent communication skills. You will be able to delegate to the team and remain polite and calm when working under pressure.

You will be enthusiastic and committed to delivering an excellent service, flexible to adapt to change and display integrity and professionalism.

Essential Qualifications

• A Level or equivalent experience

About Us

At the University of Northampton, we are committed to supporting aspirations, creating opportunities, and delivering meaningful impact. Our people are at the heart of everything we do, and we foster a progressive, inclusive environment where excellence thrives for our students and staff.

Our People
Our staff are our greatest asset. We are dedicated to building an inclusive community that values diversity, promotes wellbeing, and supports personal and professional growth. By developing a first-rate People Strategy, we aim to attract and retain top talent, enhance career progression, and ensure that every colleague feels empowered to achieve their best.

Our Values

• Inclusivity: We celebrate diversity and ensure that everyone has the opportunity to excel.
• Sustainability: We are committed to becoming a net zero carbon institution, taking collective action for the benefit of society and the environment.
• Aspiration: We strive for excellence in all we do, empowering our staff, students, and partners to reach their highest potential.
• Trust: We build relationships based on respect, transparency, and shared goals.

Together, we are creating a future where our community, our work, and our impact truly make a difference.

Right to Work

All candidates will be required to provide proof of their eligibility to work in the UK during the interview process. Due to the requirements laid out by UK Visas and Immigration regarding Right to Work in the UK, the University can only accept applications from individuals who currently have a status allowing them to work in the UK for this position.

Due to this criteria, we regret that we are unable to offer sponsorship at this time. 

Equality

We welcome applications from individuals from underrepresented groups.

The University of Northampton is committed to providing a vibrant, ethical, and sustainable environment that values equality, diversity, and inclusion. Our commitment ensures an inclusive atmosphere for staff, students, and the public. We manage equality and diversity through key committees and formal policies, extending our responsibility to subsidiary companies and partnerships.

Together @ UON
Our Commitment to Equality and Inclusion

Together @ UON affirms our dedication to creating an environment that celebrates diversity and promotes equality. We aim to foster a space where all can thrive, aligning with our mission to transform lives and inspire change.

Commitments Include:

1. Creating an Inclusive Environment: Adopting a zero-tolerance approach to discrimination and ensuring all activities are inclusive.
2. Supporting Students and Staff: Strengthening mental health support, enhancing disability confidence, and ensuring academic and professional support.
3. Tackling Inequalities: Involving students in recruitment, integrating forums for equality data analysis, and supporting networks for protected characteristics.

UON’s Major Commitments:

• Disability Confident
• Standalone Pledge
• IHRA Working Definition

For more details, visit: Equality and Diversity at UON