Role Description

Service: Student and Library Services

Job Title: Customer Experience Co-ordinator

Grade: 5

Category: Administration

Job Purpose
Responsible for a specialist support area of Library service operation. Specialist knowledge and expertise including decision making. The co-ordinator works closely with the Customer Experience Librarian to provideand promote excellent customer service, tocoordinate the workflow of the team,and administer responses to customer comments, feedback and loan queries.

Responsible to:Customer Experience Librarian

Generic Duties and Responsibilities:

In line with the University’s Mission, Corporate Strategy and Leadership Attributes, you will:

  • Support the University Library Management Team by co-ordinating and contributing to the provision of professional expertise and support ensuring that the service provides high levels of stakeholder satisfaction.
  • Organise, plan and prioritise own work activities, and the work of others where appropriate, to contribute to the achievement of Service objectives and professional standards.
  • Respond positively to feedback by proactively reviewing processes, procedures and practices to ensure that the needs and expectations of relevant stakeholders are met.
  • Contribute to the development of a collaborative, collegiate and inclusive culture, by sharing information and good practice with others.
  • Work co-operatively and maintain effective relationships with others, internally and externally to the University, as appropriate to own area of responsibility.
  • Develop and maintain a specialist knowledge of own area of responsibility.
  • Demonstrate a flexible attitude to change which will support the University in meeting existing and future needs.
  • Act corporately, promoting the ‘One University’ principle and promoting the Service within and outside the University where appropriate.
  • Undertake other responsibilities as required.

Specific Responsibilities:

  • Work closely with the Customer Experience Librarian to ensure delivery and development of excellent customer-focused Library Learning and Research Services.
  • Contribute to development of colleagues within the team to ensure effective service delivery and to support future developments.
  • Ensure effective communication and collaboration with colleagues across Student and Library Services, to ensure delivery of seamless co-ordinated services.
  • Coordinate the system of regular building checks and associated administration to support the maintenance of Library learning spaces.
  • Liaise closely with colleagues across Campus Services and IT Services to ensure a high quality customer experience within Library learning spaces.
  • Conduct and analyse customer journey research to contribute to the continuous improvement of learning spaces and services
  • Liaise with the Collection Development team in the development of promotion of Library resources via internal and external Library noticeboards.
  • Support Library activities at open days and other promotional events.
  • Coordinate the workflows for administrative work relating to the Library Shop; undertake payment-handling in accordance with University procedures
  • Oversee a range of tasks to support the deployment of University hardware and software within the Library including specialist software.
  • Coordinate the administrative workflows relating to Library circulation functionsand loan queries.
  • Work within a fast paced environment to meet both short term and project deadlines and contribute to a culture of continuous improvement.
  • Represent Student and Library Services on working groups or projects as directed.
  • Co-ordinate incident control processes across all Library sites.
  • Deliver Library induction sessions, as and when required.
  • Undertake the collection and compilation of a variety of reports and statistical data to contribute to the development and reporting of Customer Experience activities.
  • Be proactive in developing efficient and streamlined working procedures.
  • Deputise in absence of Customer Experience Librarian, as required.

Post holders are expected to adhere to the Department’s Health and Safety Guidelines in carrying out their work. Physical fitness is essential for a number of these posts which may involve lifting and moving of materials.

The post-holder is expected to keep up-to-date with developments in their area, to undertake staff development activities and contribute ideas towards improvement of operations in their section, and the resultant services to users. A comprehensive training programme exists for all new members of staff to introduce them to working in all areas covered by Student and Library Services. The post-holder will also be able to attend any University training programmes which are relevant to their post. Any knowledge gained in this way would be required to be cascaded to colleagues as a matter of course.

Location and attendance requirements within Student and Library Services:

The post-holder will be required to work at allStudent and Library Services sites, with regular attendance at all sites on a weekly basis. Regular evening, weekend, public holiday and institutional closure day working may be required. Your pattern of work may be reviewed annually by management in accordance with the requirements of the Department. This may result in changes to your pattern of work to meet the needs of the service.

This Role Description is not intended to be an exhaustive list of duties and will be subject to periodic review by the line manager and appropriate others in discussion with the post-holder.

Library Management Group

Person Specification

Customer Experience Co-ordinator

Knowledge / E/D
Comprehensive knowledge of the work practices, processes and procedures relevant to the role.
Working knowledge of relevant systems, equipment, processes and procedures includingstandard software packages.
Clear understanding of the standards for the conduct and output of the role.
Knowledge, understanding and commitment to customer experience.
Working knowledge of the activities of other areas of the University relevant to the role. / E
E
E
E
E
Personal Abilities and Skills
Ability to work as an effective team member with a demonstrable commitment to support the wider academic library and University strategic objectives.
A positive, inclusive and collegial approach and the ability to motivate and inspire others.
Ability to plan and organise resources effectively.
Ability to develop and maintain good working relationships with colleagues across the Service and University and with external stakeholders where relevant.
Ability to use initiative to resolve complex problems by applying creativity to identify practical options and devise varied solutions.
Commitment to delivering excellent customer service.
Ability to supervise others as required.
Ability to work with a variety of software products as required.
Ability to work under pressure and to make decisions quickly.
Ability to deliver high quality training sessions to staff and for students in large and small groups. / E
E
E
E
E
E
E
E
E
D
Experience
Experience of planning and organising the activities of self and/or others.
Experience of working with relevantprocesses, systems and procedures.
Experience of working independently and dealing with unforeseen issues and circumstances.
Experience of contributing to the development of current working methods.
Experience of receiving and responding to, feedback from/to customers.
Demonstrable success in building good working relationships with key internal and external stakeholders.
Dealing with advanced information and skills related enquiries /
E
E
E
E
E
E
D
Education
First degree or equivalent, preferably in a discipline relevant to the role or proven professional experience.
Library or education related qualification / E
D