Customer Services Supervisor

City of Edinburgh (GB)
07 Jun 2019
End of advertisement period
21 Jun 2019
Contract Type
Part Time

Customer Services Supervisor

Information Services Directorate

About Heriot-Watt University

Heriot-Watt University has five campuses: three in the UK (Edinburgh, Scottish Borders and Orkney), one in Dubai and one in Malaysia. The University offers a highly distinctive range of degree programmes in the specialist areas of science, engineering, design, business and languages.

With a history dating back to 1821, Heriot-Watt University has established a reputation for world-class teaching and practical, leading-edge research, which has made it one of the top UK universities for business and industry. We connect with industry at every level and develop programmes to match their needs – so employers get work-ready industry-fit graduates.

Heriot-Watt is also Scotland's most international university, boasting the largest international student cohort.

We have an established set of values that help us to nurture innovation and leadership, and show our commitment to continuous improvement and development in all our activities.

For full details on our University please view our Careers at Heriot-Watt

About our Team

Information Services provides Library and IT services to the University’s staff and students.
It consists of 3 sections:

Academic and Learner Services, which develops and delivers integrated information services to our student, academic and professional service users.

Information Infrastructure Services, which develops and manages the reliable, resilient, high performance IT infrastructure and information systems the University requires.

Resource and Facility Services, which develops and manages our collections and learning spaces to meet the needs of the University and its communities.

This post is located within Academic & Learner Services within the Customer Services Team

Detailed Description

This is one of three Customer Services Supervisor roles within the Information Services Directorate.
The Supervisors manage daily service delivery within individual Information Services service points (face to face Service Desks and Help Desks, by email and telephone); supervise the Customer Services Assistant team members and other specialists on duty on a daily basis; and ensure adequate staffing cover and training.
In addition to supervisory duties, the post-holder provides direct support to all grades of staff (both academic and professional) and to students by answering enquiries, providing IT help and triaging other more complex queries to appropriate colleagues.

The Customer Services Supervisor will liaise with and advise the Customer Services Manager about team requirements, challenges etc., and propose solutions.

Key duties and responsibilities

Manage daily service delivery within individual Information Services face to face (or remote – e.g. email or telephone) service points
Supervise Customer Services Assistant team and other specialists on duty on a daily basis and ensure adequate staffing cover and training.
Create and deliver appropriate in house training sessions for team members
Liaise with and advise Customer Services Manager about team requirements, challenges etc. and propose solutions
Ensure and regularly refresh personal knowledge of online and other library resources, IT systems or services to be able to effectively deal with specialist customer enquiries referred from team
Day-to day management of the learning environment(s): making secure, dealing with incidents, liaising with Estates and other colleagues to resolve issues
Ensure that cash (e.g. Fines received)is accounted for and deposited in line with University requirements
Personally resolve or escalate to Customer Services Manager any issues that the Customer Services Assistants and specialists are unable to conclude, e.g. any serious or reputational issues
Participate in the IT Help Desk and Library Service Desk front line rota
Assist with data input for new IS resources, irregularly
Provide back-up cover for team members on an ad-hoc basis, irregularly, and deputise for the Customer Services Manager if required
Gather and analyse data from Management Systems – eg borrowing statistics, usage of e-resources, customer footfall,occupancy data, and frequency of recurrence of specific Help Desk enquiries.

Education, qualifications and experience

Further or Higher Educational qualification in IT, Information Management or Librarianship, or equivalent experience
Knowledge of IT systems and applications, particularly Helpdesk applications
Knowledge of library operations and resources
Knowledge of operational aspects of Library Management Systems
Staff supervisory experience
Customer services experience
Good communication skills
Knowledge and experience of managing busy service points with high levels of customer demand, problem solving and resolution of day-to day issues, without recourse to line manager

It would be desirable for the post holder to have:

Experience of work in a higher education Information Service, preferably in a liaison, customer facing environment
Experience of Higher Education and the research process

How To Apply

Applications can be submitted up to midnight (UK time) on Friday 21st June 2019

This post is 0.6 FTE - working pattern 3 days per week

Use our total rewards calculator to see the value of benefits provided by Heriot-Watt University.

This role does not meet the minimum requirements set by UKVI to enable sponsorship of migrant workers. Therefore we cannot progress applications from candidates who require sponsorship to work in the UK. For further information on this please visit the UK Visas and Immigration website:

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