Customer Service Analyst

Description:

The Customer Service Systems Analyst provides colleagues involved in our apprenticeship delivery with first line support and advice in using our apprenticeship management system (Aptem). During this fixed term contract, you’ll work within the Degrees at Work Project Team, who are responsible for the successful implementation of Aptem for all higher and degree apprenticeships offered by ARU, supporting colleagues across all faculties and sites.

You’ll be the first port of call for colleagues using the Aptem help desk. You will be technically savvy and eager to acquaint yourself with the system's capability and processes as quickly as possible, through both training provided and your own self-development activities. You will provide advice and first line technical support to colleagues; detecting and troubleshooting user issues and errors, following an agreed escalation process where appropriate, and providing help and guidance to individuals for developing their knowledge in how to use the system effectively.

You'll have a degree, or be part qualified in a professional qualification at degree level, or you will have a demonstrable appropriate level of experience and evidence of CPD relevant to the role.

You will be an enthusiastic and resourceful team player with excellent communication, and interpersonal skills. Your ability to understand how different people use and adapt to new technologies, and to deliver a highly customer-focussed service, are key attributes for this role. Previous experience in a similar help-desk role is highly desirable. You will be naturally inquisitive and aim to resolve simple issues quickly and satisfactorily within agreed Key Performance Indicators (KPIs). You will be sympathetic to different levels of technical abilities and work pressures and ensure colleagues are updated where the issue might not be a simple fix. You will support the Customer Service Team Leader in sharing and updating system training resources and links.

We encourage our team to work on an agile basis, and you will work from your main campus base (Chelmsford, Cambridge, or Peterborough, as preferred) at least once a week. We provide a laptop to allow you to work from any ARU location, or from home. You will need to be prepared to travel to and between the three sites to deliver on-site training or support, or to attend meetings with colleagues, as needed.