Customer Support Assistant

Library Services - Drill Hall Library

Location: Medway Campus
Salary: £19,578 to £21,630
Part Time Hours: 0.57 FTE (20 hours per week) Monday - Sunday shift rota
Contract Type: Permanent
Release Date: Monday 07 November 2022
Closing Date: Monday 21 November 2022
Interview Date: Thursday 01 December 2022
Reference: 3568

The Drill Hall Library is a vibrant and unique facility, providing library and IT services to staff, students, and visitors of the Universities at Medway, comprised of the Universities of Greenwich, Kent, and Canterbury Christ Church at their shared Medway Campus. 

To enhance our excellent standard of service to our library users we are now seeking to appoint a highly motivated Customer Support Assistant to join our existing team. This post will support our library users in a friendly, efficient, fair, and effective manner being part of our front of house team, being the first point of contact for all library queries and at the forefront of the operation of our library systems and online services.

Other duties would include regular front of house reception and help desk cover, patrolling the student study areas to be a visible presence for users needing assistance or support, advising library users on the various policies in place whilst using the library space, shelving of stock and general housekeeping, reporting health and safety issues and incidents via the systems provided. To assist in keeping the library a clean, tidy, and safe space to study, answering queries using our online chat system and in person. The post holder will also be required to work be part of a monthly staffing and weekly task rota to ensure the that the core service needs of a busy university library are met.  

This is a customer-facing role, and you should have proven experience of working within a busy customer service or retail environment.   You will be proactive, highly motivated, able to demonstrate excellent customer service skills and the ability to deal with difficult face-to-face situations in a friendly and sensitive manner.

This post is 20 hours per week Monday – Sunday (between 8am – 7pm) including Bank Holidays on a rota basis. Times and days to be agreed as per the needs of the service.

This post is being advertised as part of the Universities of Medway joint venture.  The University of Greenwich will be administering the recruitment for this role.

For informal enquiries please contact [email protected] or HR - [email protected]

Information and Library Services functions at the Universities of Greenwich and Kent

Both Universities have converged library and IT departments and operate across multiple campuses. There is a shared Library Management System, and the Universities at Medway hosts a Shared Services Board for the Medway Campus which is attended by representatives from the partner Universities. 

https://campus.medway.ac.uk/about/  

https://www.kent.ac.uk/is/  

https://www.gre.ac.uk/it-and-library/about  

The university welcomes people from diverse and underrepresented communities who can help the university to achieve its mission. 

We do this through taking positive action such as encouraging applications from Black, Asian and Minority Ethnic, disabled and LGBT+ people. As part of our commitment to Equality, Diversity and Inclusion, Time to Change Employer Pledge /Mentally Healthy Universities , we are committed to promoting and supporting the physical and mental health of all our staff, and removing barriers to improve inclusion. 

We encourage applicants to disclose experience of mental health problems so we can support them fully during our recruitment process and make any necessary reasonable adjustments. Any information disclosed will be kept confidential and separate from the job application form. 

We are making significant strides to understand and continuously improve our employees’ experience and we are committed to implementing progressive diversity talent management.