Student Experience Assistant
| Posting date: | 23 December 2025 |
|---|---|
| Salary: | £24,685 to £26,093 per year, pro rata |
| Hours: | Part time |
| Closing date: | 22 January 2026 |
| Location: | Plymouth |
| Remote working: | On-site only |
| Company: | University of Plymouth |
| Job type: | Permanent |
| Job reference: | B1055 |
Summary
Are you an excellent team player, with an aptitude for problem solving and an enthusiasm for customer service?
About the role
We are seeking to appoint a Student Experience Assistant (SEA) who will work in the Charles Seale-Hayne Library under the direction of the Service Operations Supervisors.
The role provides face-to-face and remote first-line assistance and advice as part of a library and student IT enquiry service: troubleshooting and resolving IT support requests; recording information using call management software; triaging enquiries and referring to other teams.
Enquiries may cover but are not limited to supporting the following areas:
User accounts management
Software support
Incident reporting using Sunrise ITSM
Assistive technology support
Printing, copying and resource access and support.
As an SEA you will also be expected to operate across other functions of Education Operations according to need.
Support and administration tasks may include:
Purchase and provision of print and electronic resources and materials
Fulfilling inter-library loan requests
Ensuring library stock is accessible by the timely shelving of items
Managing learning spaces by monitoring aspects of health & safety, and usage
Recording statistics and participating in stakeholder engagement and consultation exercises.
This role is required to work Mondays and Tuesdays (08:30 - 17:00), and Wednesday afternoons (12:00-15:30)
Due to the nature of the role, unfortunately we are unable to accommodate working from home.
For an informal discussion to find out more about the role then please contact Tom Wicks: by email at tom.wicks@plymouth.ac.uk by telephone on 01752 587 138
What we’re looking for
In a frontline position, you will represent the ‘face of the service’ so it is important to our customers that staff are knowledgeable, competent, and deliver excellent customer service.
With that in mind, you will require the following:
Excellent interpersonal, verbal, and written communication skills.
Experience troubleshooting and responding to a wide variety of enquiries.
Strong team worker who is reliable, flexible, and highly adaptable.
Able to quickly learn new procedures and processes and apply them consistently.
Confident working independently and knowing when to refer enquiries to others.
Strong attention to detail, with good literacy and numeracy skills (including using Excel).
Confident using digital technologies and able to learn new IT applications and digital platforms effectively.
For more information about the job and the person specification, please refer to the job description.
Application Process
In your application, please demonstrate how you meet the criteria outlined above and in the knowledge, qualifications, training and experience elements of the job description in your supporting statement.
Following the closing date of the vacancy, you will be notified on the outcome of your application in due course.
Our Offer
When joining us, you will receive:
Generous annual leave: 25* Days Annual Leave (pro rata if part-time) plus Bank Holidays* & Closure Days*
Generous pension scheme
Cycle to Work & Electric Car Scheme
Employee Assistance Programme
Development opportunities
Enhanced family leave
Flexible working
Retailer discounts
On-site nursery
*Pro rata if part-time/fixed term contract
A summary of our comprehensive benefits can be viewed here.
Additional Information
The University of Plymouth is an inclusive community where everyone is welcomed regardless of their background. To find out more about our inclusive community initiatives, such as Athena Swan and the Race Equality Charter, please visit our Equality, Diversity and Inclusion webpages.
About the role
We are seeking to appoint a Student Experience Assistant (SEA) who will work in the Charles Seale-Hayne Library under the direction of the Service Operations Supervisors.
The role provides face-to-face and remote first-line assistance and advice as part of a library and student IT enquiry service: troubleshooting and resolving IT support requests; recording information using call management software; triaging enquiries and referring to other teams.
Enquiries may cover but are not limited to supporting the following areas:
User accounts management
Software support
Incident reporting using Sunrise ITSM
Assistive technology support
Printing, copying and resource access and support.
As an SEA you will also be expected to operate across other functions of Education Operations according to need.
Support and administration tasks may include:
Purchase and provision of print and electronic resources and materials
Fulfilling inter-library loan requests
Ensuring library stock is accessible by the timely shelving of items
Managing learning spaces by monitoring aspects of health & safety, and usage
Recording statistics and participating in stakeholder engagement and consultation exercises.
This role is required to work Mondays and Tuesdays (08:30 - 17:00), and Wednesday afternoons (12:00-15:30)
Due to the nature of the role, unfortunately we are unable to accommodate working from home.
For an informal discussion to find out more about the role then please contact Tom Wicks: by email at tom.wicks@plymouth.ac.uk by telephone on 01752 587 138
What we’re looking for
In a frontline position, you will represent the ‘face of the service’ so it is important to our customers that staff are knowledgeable, competent, and deliver excellent customer service.
With that in mind, you will require the following:
Excellent interpersonal, verbal, and written communication skills.
Experience troubleshooting and responding to a wide variety of enquiries.
Strong team worker who is reliable, flexible, and highly adaptable.
Able to quickly learn new procedures and processes and apply them consistently.
Confident working independently and knowing when to refer enquiries to others.
Strong attention to detail, with good literacy and numeracy skills (including using Excel).
Confident using digital technologies and able to learn new IT applications and digital platforms effectively.
For more information about the job and the person specification, please refer to the job description.
Application Process
In your application, please demonstrate how you meet the criteria outlined above and in the knowledge, qualifications, training and experience elements of the job description in your supporting statement.
Following the closing date of the vacancy, you will be notified on the outcome of your application in due course.
Our Offer
When joining us, you will receive:
Generous annual leave: 25* Days Annual Leave (pro rata if part-time) plus Bank Holidays* & Closure Days*
Generous pension scheme
Cycle to Work & Electric Car Scheme
Employee Assistance Programme
Development opportunities
Enhanced family leave
Flexible working
Retailer discounts
On-site nursery
*Pro rata if part-time/fixed term contract
A summary of our comprehensive benefits can be viewed here.
Additional Information
The University of Plymouth is an inclusive community where everyone is welcomed regardless of their background. To find out more about our inclusive community initiatives, such as Athena Swan and the Race Equality Charter, please visit our Equality, Diversity and Inclusion webpages.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.