Role: Customer Assistant
Grade and Salary: Grade 3 (£24,546 pro rata).
FTE and working pattern: 0.77 FTE (part-time, 27 hours per week) open-ended.
Holiday Entitlement: 28 days annual leave plus 9 buildings-closed days (and Christmas Eve when it falls on a weekday). Use our total rewards calculator: https://www.hw.ac.uk/about/work/total-rewards-calculator.htm to see the value of benefits provided by Heriot-Watt University.
Purpose of Role
The Customer Assistant is the key customer facing member of staff on shift delivering an informed and positive welcome at all times.
Key Duties & Responsibilities
The post holder will be expected to undertake the following:
- Always deliver customer excellence
- Act as a key Liaison for bookings
- Act as a key Liaison for Membership
Essential & Desirable Criteria
Essential
- Demonstrable ability to speak and understand English (verbal and written) and deal with customer/student queries
- Literacy and numeracy skills equivalent to SCQF Level 4 (National 4) or similar
- Experience of working within a similar environment as outlined above
- Competent in the use of relevant IT packages
- Well-developed interpersonal skills
- Demonstrable professional and proactive approach
- Demonstrable ability to work quickly, flexibly and accurately in a dynamic, changing and pressured environment
- Demonstrable provision of excellent customer service
- Attention to detail
Desirable
- Educated to SCQF level 5 (National 5) or equivalent
- Experience of working within a similar environment as outlined under “summary of key duties and responsibilities”
- Experience of using a leisure management system, preferably Gladstone 360
How to Apply
Applications can be submitted up to 11:55pm (UK time) on Wednesday 19th August 2026.
Please submit your CV & covering letter via the Heriot-Watt on-line recruitment.
We welcome and will consider flexible working patterns e.g., part-time working and job share options.
Heriot-Watt University is committed to securing equality of opportunity in employment and to the creation of an environment in which individuals are selected, trained, promoted, appraised, and otherwise treated on the sole basis of their relevant merits and abilities. Equality and diversity are all about maximising potential and creating a culture of inclusion for all.
Heriot-Watt University values diversity across our university community and welcomes applications from all sectors of society, particularly from underrepresented groups. For more information, please see our website https://www.hw.ac.uk/uk/services/equality-diversity.htm and also our award-winning work in Disability Inclusive Science Careers https://disc.hw.ac.uk/ .
Use our total rewards calculator: https://www.hw.ac.uk/about/work/total-rewards-calculator.htm to see the value of benefits provided by Heriot-Watt University.
About the Team
Oriam has a vision to inspire and motivate our communities through the facilities we provide and the interactions we have with our customers. As a member of the team, you will contribute to the delivery of this vision.
About Heriot-Watt University
At Heriot-Watt we are passionate about our values and look to them to connect our people globally and to help us collaborate and celebrate our success through working together. Our research programmes can deliver real world impact which is achieved through the diversity of our international community and the recognition of creative talent that connects our global team.
Our flourishing community will give you the freedom to challenge and to bring your enterprising mind and to help our partners with solutions that can be applied now and in the future. Join us and Heriot Watt will provide you with a platform to thrive and work in a way that also helps you live your life in balance with well-being and inclusiveness at the heart of our global community.
