Ref Number
B01-05598
Professional Expertise
Administration and Business Support
Department
Vice-President (Operations) (B01)
Location
London
Working Pattern
Full time
Salary
£31,904-£35,575
Contract Type
Fixed-term
Working Type
Hybrid
Available for Secondment
Yes
Closing Date
14-Jul-2026
The Professional Services Hub brings together key customer-facing and transactional services across Human Resources, Finance, IT, and Business Operations. We are committed to delivering high-quality, efficient services while placing customer experience at the heart of everything we do.
Our One Desk team acts as the single point of contact for students, staff, suppliers, and partners, handling thousands of enquiries each day through phone, email, live chat, and ticketing systems. We pride ourselves on providing timely, accurate, and professional support while continuously improving the services we offer across the university.
As a One Desk Assistant – Triage, you will play a vital role in ensuring customer enquiries are managed efficiently and effectively. You will be responsible for triaging and categorising incoming tickets, managing queues, answering customer queries, and directing complex issues to the appropriate teams.
Working across multiple communication channels, you will provide accurate guidance, resolve issues at the first point of contact wherever possible, and ensure all enquiries are handled within agreed service levels and organisational policies. You will take ownership of assigned cases, maintain accurate records, and build positive working relationships with customers and colleagues to deliver an excellent service experience.
This is a fast-paced and varied role that requires strong organisational skills, attention to detail, sound judgement, and a genuine commitment to customer service.
You are a customer-focused professional with experience handling high volumes of enquiries in a busy service environment. You have excellent communication skills and can confidently provide clear, accurate, and empathetic advice to a diverse range of customers.
You are comfortable using CRM or ticketing systems and understand the importance of service level agreements (SLAs), accuracy, and confidentiality. You can effectively prioritise competing demands, manage your workload independently, and remain calm under pressure.
As a collaborative team member, you enjoy working with colleagues to achieve shared goals while maintaining high standards of customer care. You are proactive, detail-oriented, and able to use your initiative to identify and escalate urgent issues when required. Most importantly, you are committed to delivering an outstanding customer experience and continuously improving the quality of service you provide.
As well as the exciting opportunities this role presents, we also offer some great benefits some of which are below:
- 41 Days holiday (27 days annual leave 8 bank holiday and 6 closure days)
- Additional 5 days’ annual leave purchase scheme
- Defined benefit career average revalued earnings pension scheme (CARE)
- Cycle to work scheme and season ticket loan
- Immigration loan
- Relocation scheme for certain posts
- On-Site nursery
- On-site gym
- Enhanced maternity, paternity and adoption pay
- Employee assistance programme: Staff Support Service
- Discounted medical insurance
Visit https://www.ucl.ac.uk/work-at-ucl/rewards-and-benefits to find out more
As London’s Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world’s talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong.
We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL’s workforce.
These include people from Black, Asian and ethnic minority backgrounds; disabled people; and for our Grade 9 and 10 roles, women.
