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Customer Services Assistant - Southampton, United Kingdom - University of Southampton

University of Southampton

Verified Company

Southampton, United Kingdom

1 week ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

April 2023 (TBC)

End Date:

17th July 2023

Location:

Southampton General Hospital

Hours:

26 Hours per week, 07:15-14:15 (Mon-Thu)

Please note, we cannot offer a Certificate of Sponsorship of this role.

Job Purpose:

The post holder will deliver a high quality and professional customer and library services to all customers of the University Library service.

The role will support the work of the libraries, primarily in a customer facing role providing an excellent customer experience in person, over the phone and in a virtual environment.

Key Accountabilities/Responsibilities:

Receive, and respond to, enquiries from/to customers through many channels including facetoface, telephone, and virtual enquiry services, judging when to pass more complex queries on to or involve others, to provide a courteous and effective service. Recognise and understand the impact of customer related incidents arising and raise issues of concern where necessary to ensure appropriate resolution of customer enquiries and issues. Provide a roaming enquiry service by floor walking the Library site and interacting with customers.
Deliver a range of standard administrative and customer services in support of library systems or processes to an agreed quality standard or specification, to maximise service quality and continuity.
Contribute to the work of the libraries through the development and improvement of services and by participating in team and service meetings. Contribute to events and activities in the Libraries including student events and open days.
Maintain a good knowledge of relevant policies and procedures, ensuring they are applied consistently in line with library and university policy and external legislation.
To contribute to the processing of academic

Reading Lists:
creating and adding resources to lists in line with the Reading List team procedures.

To actively engage in a range of training and development opportunities and to be an active participant in developing skills and knowledge, engaging with the wider team and the University.
Any other duties as allocated by the line manager following consultation with the post holder.

Essential Skills:

Experience in a customer facing role.
Recent work experience of using standard office software for administrative tasks.
An awareness of customer service practice and enquiry handling.
Knowledge and understanding of digital systems and approaches to find, evaluate, create, collaborate, and communicate.
Able to organise allocated activities and accommodate nonstandard tasks as they arise.
Consistency and attention to detail.
Proven ability to use initiative and judgement to resolve problems independently whilst working problems by responding to varying circumstances to standard operating procedures.
Ability to work effectively in a team environment, as well as lone working if/when required.
Cooperative team working and participation in effective team collaborations to meet business need(s) requirements.
Sound ability to adjust communication style in different contexts and channels.
Evidence of ability to provide explanations of policy or process to colleagues and customers.
Enthusiastic, positive outlook with a proven ability to respond effectively.
Consistent positive mood and approach to customers.
Welcoming and polite at all times.