Education Services Administrator (Assessment Service Desk)

Job Opportunity

Do you want to work for one of the UK's top three sustainable Universities? Are you passionate about helping people and have an aptitude for customer service and communication? See this exciting and rewarding opportunity to join Manchester Metropolitan University and become a valued member of the Assessment Management department!

How to apply

• Please ensure that you include a CV and a detailed covering letter with your application.
• Shortlisting is carried out based on your covering letter and you should be clear about how you meet each of the Person Specification criteria, and give evidence of your experience.
• Please number your points in line with the corresponding Person Specification requirement.

All staff in Education Services have generic job titles and descriptions, in this case Education Services Administrator, but we welcome applications from a broad range of stakeholder/customer services backgrounds.

About the role

We are recruiting an Education Services Administrator in the Assessment Service Desk team in the Assessment Management department. This role would be an excellent fit for those with passion for, and experience in, customer service.

The team provides a first point of contact service for all assessment issues, requests and questions. The mission is to create a sector leading service through the provision of professional, informed, user focused and high quality outcomes for every enquiry. The aim of the service is to provide accurate, efficient and timely information and full resolution where possible.

Working in the Assessment Service Desk team involves taking responsibility for first line stakeholder support, triaging queries via a ticketing system, phone calls and email. The role would suit someone with a passion for delivering customer service, working flexibly with a broad knowledge of the service area.

About the Assessment Management department

Assessment is at the heart of what a university does, and our department's purpose is to enable our students and colleagues to achieve their best by delivering sector leading excellence and innovation in assessment management.

Consisting of seven teams, Assessment Management work in a positive environment which encourages the development of skills and professional growth. All roles are varied, but a brief flavour of the core work of each team is listed below.

Our teams

• Assessment Delivery - organising and scheduling exams, set up and receipt of coursework.
• Assessment Systems - configuration of assessment related systems, including the configuration of progression rules, data manipulation and interrogation.
• Assessment Standards - oversight of regulations, quality processes, external examining, and academic misconduct.
• Assessment Service Desk - first line stakeholder support, triaging queries via a ticketing system, phone calls and email. The role would suit someone with a passion for delivering customer service.
• Assessment Results - managing student assessment records, ensuring marks are present and correct, and student results are published in a timely fashion via the running of assessment boards.
• Assessment Mitigations - oversight of student extensions and finding ways to ensure students who experience difficulties have the best possible chance of continuing their studies.

Roles are based within particular teams; however, colleagues work collaboratively and flexibly to support the needs of the whole department in relation to the demands of the academic calendar.

We have a standard induction period and a buddy system to enable new starters to smoothly settle into the department.

Ideal candidate

Our colleagues in Assessment Management say below are the key traits to be a successful Education Services Administrator:

• 'Flexible, conscientious, responsible'
• 'Team player, good communication, problem solving'
• 'Ability to adapt, calm, focused'

For more detailed requirements of the role, please check the Person Specification attached to this job advert.

From our colleagues

See what some of our team members had to say when asked what their favourite thing is about working in Assessment Management!

'The people are incredibly supportive!'

'The team are fantastic to work with and it's a very supportive environment with plenty of opportunities to learn and develop skills.'

'I love working with a friendly team, everyone is so supportive!'

Contact for informal discussion about the role

Crystal Hon Assessment Service Desk Manager

Further information

Manchester Metropolitan University fosters an inclusive culture of belonging that promotes equity and celebrates diversity. We value a diverse workforce for the innovation and diversity of thought it brings and welcome applications from all local and international communities, including Black, Asian, and Minority Ethnic backgrounds, disabled people, and LGBTQ+ individuals.

We support a range of flexible working arrangements, including hybrid and tailored schedules, which can be discussed with your line manager. If you require reasonable adjustments during the recruitment process or in your role, please let us know so we can provide appropriate support.

Our commitment to inclusivity includes mentoring programmes, accessibility resources, and professional development opportunities to empower and support underrepresented groups.

Manchester Met is a Disability Confident Leader and, under this scheme, aims to offer an interview to disabled people who apply for the role and meet the essential criteria as listed in the attached Job Description for that vacancy.

This vacancy is expected to attract a high volume of applications. Therefore, under the Disability Confident Scheme, only disabled people who apply under the scheme and best meet the essential criteria will be offered an interview.