Ask4Help Assistant

Job Description

This is an exciting opportunity for a customer-focused, driven and multi-skilled applicant to join the friendly and talented Ask4Help student frontline night shift team at Northumbria University.

Operating 24/7 during term time, Ask4Help is the University’s single point of contact for all students and enables them to access the professional advice, guidance and support they need to be successful in their time at Northumbria and beyond.

The team manages student contact by a variety of access channels: a contact centre telephony system; face to face contact at the service desks; and online via a customer-relationship management system. Ask4Help staff are adept at switching between all channels in order to deliver the service and have the ethos of “Every Student Counts”. We hold the Cabinet Office Customer Service Excellence (CSE) accreditation, which requires that a consistently high level of service is an essential part of the role.

Main duties of the role are to provide face to face, phone, virtual and on demand support to a wide range of users, delivering first level information and advice in areas such as library, skills, jobs, careers, student finance, on course enquiries, counselling, immigration and disability and to also serve in the Library Basement Shop. Enquiry logging software is in use together with digital reference tools to support a consistent enquiry response. You should therefore be comfortable and familiar in using IT systems both to log contact and also to search for information and use it to resolve enquiries. Working across these different areas provides an excellent opportunity to develop an in-depth working knowledge of Higher Education and create strong relations with teams throughout the University.

This is a permanent, part-year contract where you will work 34 weeks of the year, excluding  2 weeks at Winter vacation and 16 weeks over the Summer vacation however salary payment will be spread across all 12 months of the year.

The successful candidates will be able to demonstrate they have outstanding customer service skills, are self-motivated, are an excellent communicator, and have the ability to act on their own initiative. With our vibrant and friendly atmosphere on campus, this role is an exciting opportunity for anyone wanting to develop a versatile range of skills in a fast paced, customer driven environment.

Role 1:  3 night shifts, 23:00-08:10, followed by 6 nights off, on rotation in this pattern during term-time (between early-mid September and late May each academic year).  (0.43 FTE)

Role 2:  3 night shifts, 23:00-08:10, followed by 6 nights off, on rotation in this pattern during term-time (between early-mid September and late May each academic year).  (0.43 FTE)

You will be required to work at City Campus, work on Bank Holidays and wear a telephone headset. 

Full induction training will be delivered over 5 days 9.00 – 17:00 with the date to be confirmed after successful appointment.

For an informal discussion about the post, please contact Jennifer Tones, Ask4Help Coordinator by emailing

Please note, if shortlisted, candidates will initially be called to do a work-based exercise, and those who are successful at this stage will be invited to interview.

To apply for this vacancy please click 'Apply Now’ andsubmit a Covering Letter and your CV and where relevant any documents specifically request in the Role Description and Person Specification.

If you are successful in your application for this role, you will be employed by Northumbria University Services Limited.  Further details can be found at

Northumbria University takes pride in, and values, the quality and diversity of our staff. We welcome applications from all members of the community. The University holds an Athena SWAN Bronze award in recognition of our commitment to improving employment practices for the advancement of gender equality.