Training and Qualification

Provide professional, friendly and effective advice and support to students, staff and visitors who use the library, knowing where to refer students when unable to answer enquiries directly, optimising each customer interaction Proactively engaging with customers, anticipating their needs and promoting services to improve the student experience To engage with the university’s commitment to put our students first and deliver services which are customer orientated, represent value for money and contribute to the financial and environmental sustainability of the university when undertaking all duties and aspects of the role Promote and facilitate student access to relevant information, services and resources that support the delivery of an excellent student experience Operate a range of IT systems and undertake general administrative processes associated with the effective and efficient delivery of services Assist in the production and review of self-service enquiry information, ensuring that these library materials are updated, accurate, inclusive and accessible to students Provide support and troubleshooting for equipment within Library spaces Undertake stock circulation tasks as required to maintain service standards Support the provision of innovative and effective learning spaces. Create positive experiences for library customers by keeping the spaces clean, tidy and safe Participate in collaborative projects as directed Contribute to the design of new services Assist in the collection of management information to support service development Comply with the personal health and safety responsibilities specified in the University Health and Safety policy and bring to the attention of managers any matters relating to the health and safety of staff, students and visitors to the libraries Perform any other duties appropriate to the grade as may be required Be able to demonstrate and provide continuous improvement for customer service and make recommendations for advice, including resolving complex issues Find solutions to meet the organisation and customers’ needs. Be able to gather and collate customer feedback and data to analyse Maintain positive and professional relationships and make referrals and escalate for support if unable to resolve independently Use written and verbal communication in all aspects of the standard and provide complex information in the right format. Opportunities for personal development and reflection to plan, reflect and achieve goals Have experience of working with internal and external customers and be able to gather feedback so that you can analyse and evaluate the meaning and implications of it Analyse the end-to-end service experience, seeking input from others where required, supporting development of solutions and make recommendations Be adaptable, flexible and proactive to your customer needs whilst continuing to work within the agreed customer service environment Promote equality and diversity for students and staff and sustain an inclusive and supportive study and work environment in accordance with university policy This role detail is a guide to the work you will initially be required to undertake. It may be changed from time to time to meet changing circumstances. It does not form part of your contract of employment

Required Skills & Qualification

Communication skills, IT skills, Attention to detail, Customer care skills, Administrative skills, Analytical skills, Team working, Initiative, Flexible, Reliable, Adaptability

GCSE or equivalent English and Maths (Grade 9-4/A*-C) Essential

Apprenticeship Standard

Customer service specialist Level 3 (A level)

Employer

University of Salford

The Crescent Salford M5 4WT

Provider

SALFORD CITY COLLEGE