Customer Services Assistant - Sunderland, United Kingdom - University of Sunderland
Description
The primary focus of the role is to provide excellent customer support to theUniversity's learning, teaching and research community both face to face and online
to ensure best use of library resources and services.
The role holder will be expected to seek out opportunities to proactively engage with
library customers in order to promote library services and resources in line with
University UL&SS strategic objectives.
Key Responsibilities
and Accountabilities:
- To provide high level library customer support, face to face and online
- To proactively engage with customers and promote library services and
- To assist with delivery of library skills sessions and teaching and learning
- To assist with library stock circulation activities including carrying out
- To assist in the development and creation of learning tools and support
- To take ownership of issues and ensure their effective resolution
- To contribute to team and event planning as appropriate
- To use a range of business systems to manage library functions
- To answer complex enquiries from students, staff and visitors and to
resources and equipment
- To provide first level support and assistance in the use of the University's
colleagues in other teams to resolve issues as appropriate
- To participate in duties associated with the loan, maintenance and updating
- To engage with all relevant library systems including LMS and resource
management activities
- To support customers in the use of electronic resources, services and
- To assist in the maintenance and fault reporting of equipment and deal with
- To open and secure the Libraries and be responsible for the general
- To take a proactive approach to communicating effectively with customers
- To provide feedback, reports and statistics as required by management and
- To participate in team and staff development activities and to develop new
- To participate in University Library Services and Student Journey internal
- To undertake any other duties commensurate with the grade of the post as
Special
Circumstances:
- Role will include regular weekend and evening working on a shared rota
- Attendance at Open Days and other events as required.
- Work at either campus as required.
- Work across and with teams as required.
Role Profile
Part 2
Part 2A:
Essential and Desirable Criteria
_Essential_
Qualifications and Professional Memberships:
- First Degree or equivalent qualification or possess significant relevant
_Essential _
Knowledge and Experience:
- Experience of team working in a customer facing service
- Demonstrable experience of providing customer facing support to a range
- Proven IT skills, to the level of ECDL (European Computer Driving Licence)
- Ability to move and organise materials including working in a role that
- Ability to use own initiative and multitask, maintaining professionalism at all
- Excellent communication skills and ability to communicate in a professional,
- Must be able to communicated confidently and effectively whether
- Proven experience of working within a role that requires effective planning
_Desirable _
Qualifications and Professional Memberships:
- Qualified librarian or CILIP paraprofessional
_Desirable _
**Knowledge and Experience: **- Previous experience of work in Higher Education and in particular within a
customer engagement role.
- Experience of social media and other communication technologies to support
- Experience supporting teaching and learning such as helping to create
- Experience of promoting library resources to customers
Part 2B:
Key Competencies
Competencies are
assessed at the
interview/selection
**testing stage
Communication
Oral
The role holder is required to, understand and convey straightforwa
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