Share this Job

Operations Assistant

Requisition ID:  22981

Newcastle, GB

Contract Type:  Fixed Term
Working Pattern:  Full Time
Posted Date:  22-Sep-2022


We are a world class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success.


What’s in it for you? Newcastle University is a great place to work, with excellent benefits. We have a generous holiday package; plus the opportunity to buy more, great pension schemes and a number of health and wellbeing initiatives to support you.


Newcastle is an inclusive global University community where everyone is treated with dignity and respect.  As a University of Sanctuary, we aim to provide a welcoming place of safety for all, offering opportunities to people fleeing violence and persecution.


Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains colleagues from all sectors of society.  We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent.  We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.


Salary: £23,144 to £24,285 with progression to £26,396 per annum


Closing Date: 07 October 2022


The Role


The Student Health and Wellbeing Service is seeking to appoint an experienced candidate to the role of Operations Assistant.


You will provide bespoke, professional and accurate information to applicants, students, staff and third parties on the array of queries and tasks related to Student Health and Wellbeing, taking responsibility for ensuring a suitable response is provided to more complex queries where further advice has been sought from Wellbeing Advisers.  The role occupies a key role within the service to manage day to day information systems alongside completing routine administrative tasks.  Please visit our webpages for further information on the range of services offered by Student Health and Wellbeing. 


This is a 9 month fixed term, maternity cover post.


Interviews for this campaign are currently scheduled for Wednesday 12 October 2022, and will be in person in King's Gate.


For informal enquiries, please contact Stephanie Matthews -


Key Accountabilities

  • Manage day-to-day receipt of initial enquiries to the Disability, Mental Health Adviser and Specialist Learning Teams. This includes enquiries from a range of internal and external stake holders that are received via Web form, customer relationship management (CRM), post, email and telephone
  • Provide bespoke, professional and accurate information to applicants, students, staff and third parties on the array of queries and tasks related to Student Health and Wellbeing, taking responsibility for ensuring a suitable response is provided to more complex queries where further advice has been sought
  • Manage upload of Student Support Plans to the corporate student record system and dissemination of notifications to academic units
  • Manage bookings for one-to-one student appointments and workshops for the teams
  • Provide bespoke advice and information to students and stakeholders on matters relating to arrangement of diagnostic assessment, Disabled Students’ Allowances (DSAs) and general support available to students at Newcastle University.
  • Develop and maintain a frequently asked questions guide for students and staff on the service web pages
  • Assist service managers with updates to service information including maintenance of web pages
  • Assist the teams with preparation of training materials and keeping records of the training events delivered by Student Health and Wellbeing
  • Contribute to the effective and efficient running of the service through a collaborative team approach, providing assistance to colleagues as appropriate
  • Maintain and update information on the corporate student record systems and service data bases in line with service standards, logging all service requests and actions to be taken to ensure an accurate student record and effective management of information
  • Assist students to complete application forms for DSAs or other financial supports related to a disability
  • Manage receipt of correspondence from funding bodies, contacting students where appropriate and reporting information to Wellbeing advisers
  • Gather and collate customer feedback and data on service activities, and report to service managers
  • Process SAP purchases/sales invoices, income and other financial transactions on the University databases, ensuring records are accurately and promptly maintained
  • Event management, including preparations for Visit Days and other Student Health and Wellbeing activities throughout the year
  • Generate detailed reports from core University and Service systems to monitor student engagement, retention and progression as part of service monitoring exercises
  • Provide assistance to, and cover for, other areas of the Student Health and Wellbeing Service as required


The Person


Knowledge, Skills and Experience 

  • Knowledge of/sensitivity to multicultural and disability issues
  • Ability to work both independently and flexibly as part of a specialist team based on the demands of the Service
  • Strong attention to detail with a commitment to data accuracy and integrity
  • Ability to work on own initiative and prioritise workload
  • Knowledge of student funding arrangements and funding for disabled students
  • Experience of managing confidential information and a working knowledge of data protection requirements
  • Experience of working with students / young people
  • Good interpersonal skills, including listening, negotiating and influencing whilst interacting with a wide range of stakeholders within a work context
  • Substantial experience of working within complex, busy and varied customer focused service, including handling large numbers of queries over a range of activities
  • Ability to interpret and apply knowledge of policies and procedures
  • Experience of successfully using complex IT systems in delivering an integrated customer service for students and other service users
  • Experience of ability to deal with customers who may be upset or assertive


  • An awareness of legislation relevant to the role
  • Knowledge of pastoral and academic support mechanisms for students
  • Knowledge of SAP or similar systems


  • A-Level/NVQ Leve 3 (or equivalent) in a relevant discipline with experience in a similar role, or GCSE Grades A-C (or equivalent) in English and Maths plus significant experience in a similar role. Alternatively, substantial demonstrable experience in an equivalent role




The University holds a silver Athena SWAN award in recognition of our good employment practices for the advancement of gender equality. The University also holds the HR Excellence in Research award for our work to support the career development of our researchers, and is a member of the Euraxess initiative supporting researchers in Europe.


Requisition ID: 22981