Online Enquiries Co-ordinator

Do you have experience of delivering an online support service?

Do you like working in a customer service based role?

Do you enjoy helping and supporting others and working with data and systems?

Maybe you could come and work with us in the University library… 

The role 

We have an exciting opportunity for an Online Enquiries Coordinator to work as part of the  User Experience team at the University of Southampton Library.  If you enjoy providing excellent customer service but had never thought of working in a library before this could be for you!   We work in a friendly and busy customer service environment. We provide a front line service across four sites as well as supporting enquiries online, including Library live chat

This role will oversee the management of all online Library enquiries. There will be a strong focus on supporting the delivery of a high standard of customer service to all our customers.   The successful candidate will provide effective and accurate advice for the enquiry team to respond to specialist Library enquiries.

This role will cover a range of duties such as:

• providing training, support and mentoring for colleagues to support them to effectively answer online enquiries.
• ensure that online enquiries are handled in line with our Library processes
• assisting with planning and prioritising the enquiry team’s work activities
• analysing and interpreting complex data about online enquiries and presenting it in a clear and concise format

About you 

Our ideal candidate will be an enthusiastic and well-organised person who is highly motivated, proactive and solution driven. You will enjoy supporting others, helping your colleagues with sharing information, skills and knowledge and be passionate about championing continuous improvement across the service.

The successful applicant will be adept at communicating. You’ll be able to demonstrate effective enquiry handling skills, understanding the key issues in customer service provision with an aptitude for problem solving.

You will have excellent IT skills and experience of enquiry management systems.  You will be confident using a variety of IT systems, including MS offices and creating MS Sharepoint sites.

This role will be predominately based at the main Hartley library. There will be opportunities to work at other library locations and working from home on occasion.

If you would like more information or an informal chat about the role, please contact Alex Oake a.e.oake@soton.ac.uk

What we offer

As a university we aim to create an environment where everyone can thrive and are proactive in fostering a culture of inclusion, respect and equality of opportunity. We believe that we can only truly meet our objectives if we are reflective of society, so we are passionate about creating a working environment in which you are free to bring your whole self to work.

With a generous holiday allowance as well as additional university closure days we are committed to supporting our staff and students and open to a flexible working approach.

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