We are a world class research-intensive university. We deliver teaching and learning of the highest quality. We play a leading role in economic, social and cultural development of the North East of England. Attracting and retaining high-calibre people is fundamental to our continued success.
Salary: £22,254.00 – £23,487.00, with progression to £25,627per annum, pro rata
Closing Date: 25 November 2021
Customer Service and Facilities Co-ordinators play a key role in ensuring the delivery of consistently effective, efficient and high-quality frontline customer focused services across the Library’s extensive opening hours.. They co-ordinate and supervise staff and take responsibility for the safe and secure operation of Library services.
This post is part time, 18.5 hours per week. Informal enquiries can be addressed to Anne Middleton: Anne.Middleton@newcastle.ac.uk
• To co-ordinate and supervise the running of Library frontline services, arranging rotas and cover, allocating staff duties, and participating in service delivery. Working with staff at other Library sites to ensure effective deployment of staff.
• To supervise team(s) of staff, including allocation and direction of work; ensuring staff follow agreed policies, practices and procedures; sickness absence management; recruitment; training and coaching; performance reviews and management.
• To co-ordinate and assist in the development of one or more areas of responsibility. These may include:
1) Circulation services such as reservations and recalls
2) Customer registration and library account management
3) Stock and short loan collection management
4) Library communication and promotional activities
5) Inter-library loans
7) Enquiry services
8) Reception work
9) Digitisation of texts and reading list administration
10) Tailored services to specific student groups e.g. students with disabilities, distance learning students
11) Health and Safety
• To ensure staff adherence to University and Library data protection, financial procedures and audit requirements.
• To contribute to the development and implementation of Library policy and procedures, in accordance with external standards and best practice.
• To respond to customers in an appropriate and professional manner. To undertake enquiry work at different Library service points. This includes answering face-to-face, email, telephone and online enquiries.
• To create and maintain online guides and information pertaining to frontline services, including the maintenance of an enquiry knowledgebase.
• To monitor and collate statistics and management information that can be used to review and inform service development.
• To ensure security of the Library, with operational responsibility for emergency evacuations and liaison with University Estate and Security Services during out-of-hours periods. Responsible for opening and locking up procedures.
• To assist with routine safety and building checks, carrying out PAT testing and testing of emergency equipment (e.g. fire alarm and tannoy equipment), reporting defects. Providing first aid, following appropriate training.
• To be responsible for monitoring the condition of the public areas of the Library, ensuring that incidental cleaning and replenishment of supplies take place when necessary.
• To be responsible for ongoing self-development including keeping up to date with best practice.
• Any other duties within the scope and nature of the grade as required.
The Person (Essential)
Knowledge, Skills and Experience
• Experience of library and / or customer focused environments
• Excellent customer care skills
• Experience of supervising and motivating staff
• Awareness of the benefits of coaching to support people and improve performance
• Excellent interpersonal, organisational and communication skills
• Excellent problem solving and decision-making skills
• Ability to work independently using own initiative and also to work effectively in a team
• Ability to work under pressure
• Knowledge of print and electronic information resources
• Significant experience of a library management system and using library specific IT e.g. Databases, electronic journals, electronic books and datasets
• Good IT skills including experience of using MS Office
• Experience of planning and delivering on-the job staff training
• Experience of planning and developing service processes and procedures
Attributes and Behaviour
• Demonstrates energy and commitment to the delivery of excellent services
• Builds team spirit and working across teams
• Confident in adopting a range of team roles
• Gets involved in team tasks
• Identifies quickly what is important and prioritises accordingly
• Effective at monitoring and controlling the workflow of the team
• Uses own and others’ time effectively
• Maintains flexibility in work plans to allow for changing circumstances
• Tailors content of information to the audience, changing style, tone and format appropriately.
• Understands how best to appeal to the other person/group, correctly interpreting the right way to approach a situation
• Develops and implements new ideas
• Is supportive of others during change
• Educated to A level standard or equivalent.
Newcastle University is committed to being a fully inclusive Global University which actively recruits, supports and retains colleagues from all sectors of society. We value diversity as well as celebrate, support and thrive on the contributions of all our employees and the communities they represent.We are proud to be an equal opportunities employer and encourage applications from everybody, regardless of race, sex, ethnicity, religion, nationality, sexual orientation, age, disability, gender identity, marital status/civil partnership, pregnancy and maternity, as well as being open to flexible working practices.
The University holds a silver Athena SWAN award in recognition of our good employment practices for the advancement of gender equality. The University also holds the HR Excellence in Research award for our work to support the career development of our researchers, and is a member of the Euraxess initiative supporting researchers in Europe.
We understand how important the full employment package is to our colleagues at Newcastle University and we are committed to providing a great range of benefits and discounts for all. You can learn more about what is available here on ourBenefitsWebsite page.
Requisition ID: 13935