Customer Support Assistant United Kingdom
Job description
Please note before completing an application:
This role is based in the Drill Hall Library on the Universities at Medway Campus at Chatham in Kent.
The salary stated is to be pro-rata at 0.6 FTE
The Drill Hall Library is a vibrant and unique facility, providing library and IT services to staff, students, and visitors of the Universities at Medway. The partnership is comprised of the Universities of Greenwich, Kent, and Canterbury Christ Church at their shared Medway Campus.
To enhance our excellent standard of service to our users we are now seeking to appoint 2 highly motivated Customer Support Assistants to join our existing team. This post will support our library users in a friendly, efficient, fair, and effective manner as well as being the front of house first point of contact for all library queries and at the forefront of the operation of our library systems, book circulation and online library services.
The postholder will be able to greet library users with a smile that will make each visitor feel at ease when they are welcomed upon arrival. As each day is varied, you’ll need to think on your feet, and it helps to be light on them too as library users often want you to assist them finding a book or use some of the equipment.
Good listening skills are essential to assist students with their needs and signpost them to the most suitable help or escalate when necessary. To be ever vigilant and recognise when someone needs help or to spot any potential health and safety or behavioural issues within the library environment. To make a positive impact on a student’s library experience. As a team player you must be prepared to roll up your sleeves and help your colleagues where needed to ensure the delivery of an excellent library support service.
A qualification in libraries or Higher Education is not essential but a background in customer service, excellent timekeeping and an approachable and friendly nature is. You will also need to bring patience and a sense of humour. We provide regular training and a supportive and flexible work environment.
This post is 21 hours per week with working days on a rota basis between Monday – Sunday (hours between 8am – 7pm) including Bank Holidays.
This post is being advertised as part of the Universities of Medway joint venture. The University of Greenwich will be administering the recruitment for this role.
For informal enquiries please contact [email protected] or HR - [email protected]
Information and Library Services functions at the Universities of Greenwich and Kent
Both Universities have converged library and IT departments and operate across multiple campuses. There is a shared Library Management System, and the Universities at Medway hosts a Shared Services Board for the Medway Campus which is attended by representatives from the partner Universities.
https://campus.medway.ac.uk/about/
https://www.kent.ac.uk/is/
https://www.gre.ac.uk/it-and-library/about
The university welcomes people from diverse and underrepresented communities who can help the university to achieve its mission.
We do this through taking positive action such as encouraging applications from Black, Asian and Minority Ethnic, disabled and LGBT+ people. As part of our commitment to Equality, Diversity and Inclusion, Time to Change Employer Pledge/Mentally Healthy Universities, we are committed to promoting and supporting the physical and mental health of all our staff, and removing barriers to improve inclusion.
We encourage applicants to disclose experience of mental health problems so we can support them fully during our recruitment process and make any necessary reasonable adjustments. Any information disclosed will be kept confidential and separate from the job application form.
We are making significant strides to understand and continuously improve our employees’ experience and we are committed to implementing progressive diversity talent management.
