Information Advisor York, England
Job description
The University
Situated in the heart of the historic city of York, and with the addition of our London Campus, York St John University has a long and proud tradition as a distinguished higher education provider.
Our success is founded on the quality of academic teaching and research, our thriving campus environments, our professional and pastoral support, and our values of an inclusive, innovative and ambitious community with a strong sense of belonging.
The Team
The Information Services team provide first line support and signposting to all our customers, including staff and students. Located both in the Fountains Learning Centre and the Holgate Student Centre, the team handles a wide breadth of queries from a range of sources. Including in person, via telephone and via email. Library and Learning Services embeds the University's social justice approach through our work within the anti-racist and decolonial practice group, LGBTQ+ networks, our Accessibility Support Service, and the Library's IAMplify initiative.
The role
Information Adviser (Part Time 31 Hours per week, 0.837 FTE)
Monday 1pm - 10pm (Including 1 hour unpaid break)
Tuesday 1pm - 10pm (Including 1 hour unpaid break)
Wednesday 12pm - 5pm
Thursday 12pm - 5pm
Friday 12pm - 5pm
We are looking for people who are excited about customer services in a university setting and will commit to and help us improve our current high standards of service. In this role you will ensure that we provide a fast, accurate, and efficient customer service to students and staff within the university. The service is on the front line representing the university in the Fountains Learning Centre and Holgate Student Centre, helping customers to get the information and resources they need to be a success at the university.
In addition to staffing the two main information desks at the university, Information Advisers also:
- answer phone calls and emails
- register and maintain library user records
- determine priorities of incidents and service requests for themselves and ITS
- assist with issues related to equipment and online resource access for students and staff
- provide materials for accessibility requests (sourcing or scanning)
- assist students with their searches for books, journals, and other resources
- assist with maintenance and control of library stock, including shelf checking and shelving
- rove the buildings to assist students, staff and other users of the service
Required skills and experience
The successful candidate will thrive working in fast paced customer focused environment, and will be able to display experience of:
- supporting customers with empathy
- a desire to provide a continually excellent service
- excellent communication and interpersonal skills
- experience and familiarity with IT systems
- ability to work using own initiative
- flexibility to accommodate changing needs
As the majority of our service is located within the library, library experience is also a bonus.
Additional information
For informal queries about the advert, the role, the department, or the application process, please contact Jacob Powell, Customer Services Manager ([email protected]). To support a more equitable recruitment process, candidates selected for interview will be sent four of the interview questions in advance of the interview, with the remaining two scenario questions asked unseen during the interview. The interview process will also include a 20 minute test.
If you require a reasonable adjustment in order to apply for this position please contact [email protected]. Within the application form there is an opportunity for you to request a reasonable adjustment at the interview stage of the process, however if you wish to discuss this in further detail at any point in the process please do not hesitate to contact us.
We offer a wide range of employee benefits including -
- Excellent annual leave entitlement, including five discretionary university closure days over the Christmas period
- Pension scheme
- Health Cash Plan after six months service
- Employee Assistance Programme
- Relocation expenses package for certain roles
We offer a range of family friendly and inclusive policies and facilities to support staff from different backgrounds. As part of our commitment to providing an inclusive working environment, consideration is given to all requests for job share or flexible working arrangements. Find out more about our culture, working arrangements and benefits for York St John employees here.
Please note that CVs are not accepted in place of the application form.
Closing Date - Monday 17 April 2023 at midnight
Provisional Interview Date - Wednesday 03 May 2023
