Job Description

Job Title:

Service Support Assistant

Posting Start Date:

08/10/2025

Job Id:

1659

School/Department:

Student & Academic Services

Work Arrangement:

Full Time (On site)

Contract Type:

Permanent

Salary per annum ():

23,742.00-25,804.00

Closing Date:

12/10/2025
The University of Sheffield is a remarkable place to work. Our people are at the heart of everything we do. Their diverse backgrounds, abilities and beliefs make Sheffield a world-class university.



We offer a fantastic range of benefits including a highly competitive annual leave entitlement (with the ability to purchase more), a generous pensions scheme, flexible working opportunities, a commitment to your development and wellbeing, a wide range of retail discounts, and much more.

Overview

We are seeking a Service Support Assistant to provide effective frontline support for a busy student-facing service within the University. As well as working on a reception on a rota basis, the role will involve a range of key admin tasks that support students and the service, including responding to email and phone queries, booking appointments, processing online registrations and self-referral forms and managing a client appointment diary.



This post requires an assured team player who can manage their time and ensure that the

service and reception is responsive, meeting the needs of a growing and demanding client base. You will have a flexible, confident and enthusiastic approach to work. Good interpersonal skills and an ability to put people at ease through sensitive verbal and non-verbal communication are essential, as is the ability to work with accuracy, particularly in areas of data processing. Good IT skills are important.

Main duties and responsibilities

Take ownership of a range of administrative functions performed on a daily basis including processing new client registrations, self-referral forms, answering telephone and email enquiries, text reminders, offering appointments and checking-in attendance of appointments, including reception work on a rotational basis. Provide responsive, effective and caring frontline customer care support. Efficiently manage and maintain a complex online client appointment diary in order to allow easy access and ongoing support to all new and existing clients. Ensure client data is kept securely and managed confidentially in accordance with strict data protection guidelines. Input, update and maintain all data in service diaries and databases, ensuring accuracy. Put clients at ease by providing an effective service to new and returning clients, who may occasionally be in distress. Display a professional and personable attitude regarding client management and communications sent on behalf of the service. Minute take at regular staff meetings. Complete routine financial administrative tasks such as goods receipting and payment card coding. Provide robust gatekeeping to the Service. Produce data reports as required to inform strategic decision-making for the service. Provide administrative support for student groups/workshops and service events. Make informed decisions based on knowledge of the work, recognising the need to ask for advice from others and clinically trained professionals where necessary. Identify ways to continually improve the delivery and effectiveness of the Service. Work evenings where required to support the late opening of the service. Carry out other duties, commensurate with the grade and remit of the post

Person Specification

Our diverse community of staff and students recognises the unique abilities, backgrounds, and beliefs of all. We foster a culture where everyone feels they belong and is respected. Even if your past experience doesn't match perfectly with this role's criteria, your contribution is valuable, and we encourage you to apply. Please ensure that you reference the application criteria in the application statement when you apply.

Criteria

Essential or desirable

Stage(s) assessed at

Educated to GCSE level (or equivalent experience)

Essential

Application


Experience of working within a reception or customer service environment

Essential

Application/interview


An ability to carry out effective administrative duties in a busy and sensitive customer care environment, including responding promptly and confidently to a range of complex enquiries from a diverse audience

Essential

Application/interview


An ability to use electronic databases and client management/diary systems, including managing and accurately recording client data

Essential

Application/interview


Commitment to working flexibly, including prioritising urgent or unscheduled tasks and accommodating changes

Essential

Application/interview


Good interpersonal skills, including an ability to use sensitive verbal and non-verbal communication

Essential

Application/interview


Good IT skills, with good business software and digital media skills

Essential

Application/interview


Evidence of working as part of a team whilst being willing and able to work independently and on own initiative

Essential

Application/interview


An ability to liaise professionally with a wide range of internal and external services, ensuring appropriate confidentiality agreements are adhered to at all times

Essential

Application/interview


An ability to demonstrate a strong commitment towards cultural awareness and working with a diverse population

Essential

Application/interview


Experience of taking an active role in assisting with events, workshops or campaigns

Desirable

Application


Experience of working in a mental health setting, such as NHS, GP or Education

Desirable

Application

Further Information

Grade

3

Salary

23,742-24,685 (pro-rata)

with the potential to progress to 25,804 through sustained exceptional contribution

Work arrangement

Part-time, 28 hours per week (must include Mondays)

Line manager

Line managed by Office Manager, supervised by Service Support & Operations Officer

Direct reports

N/A

Our website

https://sheffield.ac.uk/study/support


For informal enquiries about this job contact Andre Nunn, Office Manager: on

a.nunn@sheffield.ac.uk

Next steps in the recruitment process

It is anticipated that the selection process will take place in mid-October 2025. This will consist of an interview and a test. If you need any support, equipment or adjustments to enable you to participate in any element of the recruitment process you can contact Andre Nunn via email at a.nunn@sheffield.ac.uk.

Our vision and strategic plan

We are the University of Sheffield. This is our vision: sheffield.ac.uk/vision ().

What we offer

A minimum of 38days annual leave including bank holiday and closure days (pro rata) with the ability to purchase more. Flexible working opportunities, including hybrid working for some roles. Generous pension scheme. A wide range of discounts and rewards on shopping, eating out and travel. A variety of staff networks, providing opportunities for social interaction, peer support and personal development (for example, Race Equality, LGBT+, Women's and Parent's networks). Recognition Awards to reward staff who go above and beyond in their role. A commitment to your development access to learning and mentoring schemes A range of generous family-friendly policies + paid time off for parenting and caring emergencies
+ support for those going through the menopause
+ paid time off and support for fertility treatment
+ and more





We are a Disability Confident Employer. If you have a disability and meet the essential criteria for this job you will be invited to take part in the next stage of the selection process.


We are a research university with a global reputation for excellence. Our ideas and expertise change the world for the better, making a real difference to society. We know that when people come together with different views, approaches and insights it can lead to richer, more creative and innovative teaching and research and the highest levels of student experience. Our University Vision (www.sheffield.ac.uk/vision) outlines our commitment to building a diverse community of staff and students that recognises and values the abilities, backgrounds, beliefs and ways of living for everyone.