Customer Support Administrator

The University and UIS 

University Information Services (UIS) provides the digital infrastructure, business information and computing services at the heart of one of the world's top universities. The University of Cambridge has a bold ambition to use digitalisation to transform education and research, and UIS' team of developers, designers, testers, analysts and support staff is leading this exciting work.

The role 

The Customer Support Administrator will join a team of four working to support UIS staff. The UIS Infrastructure Admin team supports 400 users across UIS (The University of Cambridge's central IT team) and also liaises with groups outside UIS. 

As a Customer Support Administrator you will: 

• Provide administrative support to UIS service teams including purchasing and stock control as required/directed.
• Liaise directly with University staff from all departments and colleges over order & billing enquiries.
• As part of the Telecoms Helpdesk, manage customer incidents and service requests within specified SLA response and resolution times to achieve high customer satisfaction for Telecoms queries. (Desk phones, Mobiles, Teams Telephony).
• Review, develop and maintain office processes and procedures to provide efficiencies where possible. 

This position is a permanent, full-time role, usually based on the University's West Cambridge Site. Hybrid working is available with this post, but you will be expected to be on-site (At the UIS's office currently in West Cambridge) at least two days a week as part of the role involves helping to process deliveries & dispatches. The role may require occasional travel across the city of Cambridge visiting University sites. 

What you will need 

• Experience of working in an administrative role.
• Experience of working in a customer service role.
• Experience of using standard software packages (e.g Word, Excel, Teams and Outlook).
• Excellent organisation skills, accuracy and attention to detail.
• Excellent verbal, written and interpersonal communication skills.
• Proven ability to develop and maintain your own knowledge in your field.
• Proven experience of managing orders, invoicing & billing queries.
• Experience of working in an IT department would be desirable.
• Experience of dealing with corporate mobile phone contracts would be desirable.
• Experience of supporting communication services (e.g. MS Teams, Zoom, etc.) would be desirable. 

The benefits

You can expect to receive: 

• A competitive salary with automatic service-related progression and annual cost-of-living increases.
• A generous annual leave allowance of 36 days per year (including bank holidays).
• Access to a hybrid pension scheme with attractive employer contributions.
• Access to a range of shopping and travel discounts through the Cambens scheme. 

We welcome applications from individuals who wish to be considered for part-time working or other flexible working arrangements. 

We particularly welcome applications from women and /or candidates from a BME background for this vacancy as they are currently under-represented at this level in our department/institution/Faculty/School/University. 

To apply online for this vacancy and to view further information about the role, please click 'Apply' above. 

If you would like more information about this role, informal enquiries can be directed by email to Andy Heron, Customer Services Manager at abh39@cam.ac.uk. 

Please quote reference VC44595 on your application and in any correspondence about this vacancy. 

The University actively supports equality, diversity and inclusion and encourages applications from all sections of society. 

The University has a responsibility to ensure that all employees are eligible to live and work in the UK. 

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