Information Assistant (Customer Experience)

University of Plymouth

We are seeking to appoint an Information Assistant (IA’s) who will work under the direction of Service Operations Managers/Customer Service Manager and as members of the Customer Experience Team (CET) and will contribute to the delivery of a customer focused, cost effective and efficient library and digital support service.

Based in the Charles Seale-Hayne Library (CSHL) and supporting the Babbage Open Access Computing Area, the CET are responsible for the delivery of a comprehensive Library and IT enquiry service, providing first and second line assistance and advice to customers, troubleshooting and resolving IT support requests, recording information using call management software (Sunrise ITSM). Outside of core hours, phone calls to the University’s IT Service Desk are also redirected to the library for resolution or referral.

Information Assistants will work primarily within the CET providing first line library and IT support, reception services, supporting learning spaces and resources, recording statistics and participating in stakeholder engagement.

Enquiries may cover but are not limited to supporting the following areas:

  • Building access
  • Directional enquiries
  • Library membership
  • Printing, copying and resource access
  • Media sales and equipment support
  • Assistive technology support
  • User accounts management (Library or IT)
  • Effective and efficient fault reporting using Sunrise ITSM

CET are the ‘face of the service,’ it is important to our customers that staff are knowledgeable, competent, and deliver excellent customer service.

With that in mind excellent interpersonal, verbal communication and customer-care skills as well as significant experience of troubleshooting and responding to a wide variety of enquiries is essential.

CET are also responsible for learning spaces, ensuring a high quality customer experience accessible by all user groups as well as the health & safety of staff and users within these spaces, including the security of stock and equipment. They ensure library stock is made accessible to users by the timely shelving of items, by maintaining items in the correct sequence and by monitoring shelf occupancy to make best use of available space. The confidence to work unsupervised/use own initiative will be expected.

You must be an excellent team player with the flexibility to cover evening and weekend shifts on a rota basis.

This is a part-time post working 8 hours per week on a permanent basis. The specific hours are: Sat & Sun 1600-2000

For more information, please email:

Closing date: 12 Midnight on Thursday 24 August 2017

Interview date: Week commencing 11 September 2017

University of Plymouth is committed to an inclusive culture and respecting diversity, and welcomes applications from all sections of the community and is a Stonewall diversity champion.

The University holds a Bronze Athena SWAN Award which recognises commitment to advancing women’s careers in STEMM academia.

University of Plymouth has been recognised by Bloomberg as one of the 50 best UK employers for 2016

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South West England