Customer Experience Advisor

Part time – 30 hours per week

Permanent contract

Background

The Customer Experience & Insight Team is responsible for the provision of all frontline services within the Brynmor Jones Library on the Hull campus. The library is at the heart of the academic life of the University. It also includes an art gallery and exhibition space.

There are over 30 staff in the Customer Experience & Insight Team, and they are all involved in providing services and supporting users in an often-busy environment. The post of Customer Experience Advisor involves continual interaction with users of the library, as well as of the art gallery and exhibition space. This is not a job where there is any opportunity to read the books, work in a quiet corner or contemplate literature. It is a job where you can have a significant impact on the student experience, have the satisfaction of helping people to learn, and contribute directly to the success of the University.

Specific Duties and Responsibilities of the post

The post holder will work as part of a team whose overall purpose is to provide a customer experience that is as inspirational as the building itself. You will be required to work flexibly on a variety of tasks, most of which involve communication with library users and colleagues. You will be working throughout the library building, ready at all times to provide help and support in the use of the library and its facilities, including its extensive IT facilities. The job also involves a variety of administrative tasks, and some physical work such as shelving books, manual handling, pushing trolleys, reaching high and low shelves, and using lifts.

Customer Experience Advisors work within a specified framework of duties and a rota specifying their location in the building but are expected to organise their time and prioritise their activities in line with customer needs and without continual supervision.

Main duties

• Handles customer enquiries through multiple channels, explaining library services, procedures and regulations to users of the library, giving advice and guidance to users of the library on finding information resources in both print and electronic form, and assisting them in the use of IT equipment and standard Microsoft Office applications
• Is highly visible to customers, providing a proactive, flexible support service
• Conducts and delivers tours and presentations within the library
• Provides information on the collections, exhibitions and events located in the library’s art gallery and exhibition space
• Uses mobile technology to perform administrative tasks and provide mobile support to customers
• Supports new team members and student volunteers by providing training and through buddying and mentoring programmes
• Ensures good management of the library’s printed collections through reshelving, shelf tidying and relocation of stock.
• Ensures that equipment in the library is in working order and reports faults as necessary
• Administers the borrowing and returning of printed materials
• Carries out a range of routine administrative duties
• Promotes the cleanliness of the building by managing building policies and rubbish in the moment.
• Provide feedback, suggestions, and collaboration on various projects to improve both the staff and customer experience and participates in project groups.
• Helps to manage fire safety in the event of an evacuation.

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