Customer Experience Advisor

Full time starting salary is normally in the range of £22,204 to £24,549 per annum, with potential progression up to £27,972 per annum

Location: Cranfield, Bedfordshire

We welcome applications from motivated individuals with a passion for providing excellent customer service to join our team.

About the Role

You will contribute to the staffing and operation of the Library Service’s customer service points. This includes dealing with enquiries from our users, in person, by phone and online. As part of this, you will be expected to work a late night once a week (1pm - 8pm).   

The role is essential to successful resource sharing and involves carefully monitoring and liaising with customers about non-returned loans, missing items, postal and cross-library requests, as well as ensuring account records and entitlements are kept up to date. 

You will also work with the team to gather customer feedback and provide suggestions on service improvement.

About You

You should have a good general standard of education (‘A’ level or equivalent) and have relevant experience in a library or service environment preferably within the Higher Education sector. You will have excellent communication and interpersonal skills and proven experience in the delivery of high quality customer service. Excellent organisational skills, the ability to work in a team, and general IT skills are essential. Previous experience using SirsiDynix Symphony, Talis Aspire, Springshare LibAnswers or similar products would be an advantage but are not essential as full training will be provided.

About Us

As a specialist postgraduate university, Cranfield’s world-class expertise, large-scale facilities and unrivalled industry partnerships are creating leaders in technology and management globally. Learn more about Cranfield and our unique impact here.

Library Services provide a rich collection of specialist library resources and services to support the University’s learning and research needs. Customers can access 135 specialist databases, over 35,000 eJournals and nearly 90,000 eBooks, as well as core collections of printed books and journals. The student experience is paramount to the service and a high level of customer service is expected from all staff.

To find out more about this role, please watch our video.

Our Values and Commitments

Our shared, stated values help to define who we are and underpin everything we do: Ambition; Impact; Respect; and Community. Find out more here.

We aim to create and maintain a culture in which everyone can work and study together and realise their full potential. We are a Disability Confident Employer and proud members of the Stonewall Diversity Champions Programme. We are committed to actively exploring flexible working options for each role and have been ranked in the Top 30 family friendly employers in the UK by the charity Working Families. Find out more about our key commitments to Equality, Diversity and Inclusion and Flexible Working here.

Working Arrangements

Collaborating and connecting are integral to so much of what we do. Our Working Arrangements Framework provides many staff with the opportunity to flexibly combine on-site and remote working, where job roles allow, balancing the needs of our community of staff, students, clients and partners.

How to apply                                    

For an informal discussion about this opportunity, please contact Anne Knight, Head of Content, Digital and Client Services, on (T): 01234 754445 or (E): a.knight@cranfield.ac.uk

Apply online now. Please do not hesitate to contact us for further details on E: hrrecruitment@cranfield.ac.uk. Please quote reference number 4405.

Closing date for receipt of applications: 19 February 2023