Customer Services Co-ordinator

The Role and the Department 

The Customer Services Team is part of University Library and Collections (ULC). We provide front-line (face to face and virtual) customer, visitor and enquiry services across our department. This includes visitor services at our museums and visitor attractions: Palace Green Library, Oriental Museum and Durham Castle, as well as user services in our Libraries and study spaces, 7 days a week, including 24/7 term-time opening during our busiest periods.

Customer Services Co-ordinators are essential to the development and provision of specialist library services to students and academics. They co-ordinate the day-to-day operations of the library and have specialist areas of responsibility which include a highly responsive enquiry service, social media, user experience, digitisation (making resources available to support reading lists, teaching and research activity), disability support, online support, circulation operations (ensuring physical items are available for loan, responding to resource requests, supporting learning and research activity), as well as being involved in wider service delivery. While working on site in the role as duty co-ordinator, they take responsibility for any escalated issues, decision making, process reviews, etc. triaging, trouble shooting and problem-solving issues as they arise, especially in evenings and at weekends.

Customer Services Co-ordinators have responsibility for line-management, work allocation, training and oversight of colleagues within the wider Customer Services team (Customer Services Assistants, Information Assistants and Library Assistants), and associated services, delivered across multiple sites.

The Customer Services Co-ordinator team work Monday to Sunday, working early morning, day and evening shifts as part of a standard rota, typically covering between 7:45am and 8pm, including bank holidays. As our services are delivered across multiple sites, there is an expectation that the successful candidate will be available to work at any University Library and Collections site as service demands.

The planned shift pattern for this role includes evening and weekend shifts every week.

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