DURHAM UNIVERSITY

Customer Service Assistant

Location
Durham, United Kingdom
Salary
£18,529 - £18,852 per annum (pr-rata)
Posted
23 May 2022
End of advertisement period
06 Jun 2022
Ref
22000209
Contract Type
Permanent
Hours
Part Time

Library

Grade 2: - £18,529 - £18,852 per annum (pr-rata)
Open-Ended/Permanent - Part Time
Contract Duration: Open ended/permanent
Contracted Hours per Week: 21
Closing Date: 06-Jun-2022, 6:59:00 AM

When appointing to this role the University must ensure that it meets any applicable immigration requirements, including salary thresholds which are applicable to some visas.

The role:

Customer Services Assistants play a vital role in delivering a high quality experience to our customers. Work can include engaging with customers in a reception role, through to shelving returned library materials; processing new books to moving materials between sites. The role is important in maintaining an excellent work and study environment, conducting furniture checks, ensuring the replenishment of multi-functional devices and keeping the buildings tidy and safe for our customers.

Core responsibilities:

  • Contribute input within a service team to provide a responsive service for stakeholders.
  • Contribute input to deliver a stakeholder-focussed service.
  • Respond to straightforward requests for information from stakeholders.
  • Contribute to team effort with more straightforward tasks during peak work flows.
  • Follow documented service procedures, referring to more experienced colleagues with less straightforward issues.
  • Demonstrate some pre-employment familiarity with the techniques, and processes used in the service area.
  • Learn new skills and techniques on the job working alongside more experienced team members.
  • Learn about the hazards and risks within own area of work and report incidents in accordance with recognised procedures and protocols.
  • Communicate with supervisor, team members, other staff, students and visitors in person or using electronic tools and applications.

Role responsibilities:

  • Operate everyday domestic, office, maintenance, and library tools and equipment.
  • Follow procedures to determine how to record information or use resources within the role.
  • Learn and adhere to specific risk assessments when delivering specific tasks within a variety of work environments.
  • Wear and use protective equipment and clothing to carry out tasks on a day to day basis as necessary.
  • Assist team members to manage and maintain buildings, tools, appliances, equipment and resources safely, securely and according to hygiene and quality standards.
  • Carry out a range of tasks that require a more than standard level of physical, manual and sensory dexterity, following training, for short periods of time.
  • Complete necessary skills training to deliver a foundation service in a workplace environment.
  • Any other reasonable duties.

Specific role requirements

There are two part time positions at 21 hours/wk each.

The post holder will be required to work regular early mornings, evenings, and weekends according to University demands. Current shift patterns for this post include one weekend shift and three evenings shifts per week.  Part time roles could be worked over five days per week.

This role is based at Durham University and as such, candidates should consider potential travel arrangements if they are successful when making their application.

Bank Holiday working is also required. You will be required to work at any of our Library and Collections sites.

Library work involves considerable manual handling and physical activity, for example: packing and lifting books, lifting boxes, and pushing trolleys. Appropriate training will be provided.

The role holder will be required to drive University vehicles including vans.

Person specification - skills, knowledge, qualifications and experience required

Essential Criteria:

  1. Good oral and written communication skills.
  2. Basic IT skills including Microsoft Office.
  3. Basic numeracy and literacy skills. 
  4. Experience of working in a team.
  5. Experience of working in a customer focused service.
  6. Ability to follow instructions, written or oral, accurately.
  7. Clean driving licence, and willing to drive a University vehicle (van).
  8. Flexible approach to working patterns which will include commitment to early morning, evening and weekend working as the University demands.

Desirable Criteria

  1. Evidence of personal development to maintain skills.   
  2. Experience of managing time in order to meet deadlines. 
  3. Experience of working in a library environment. 
  4. First aid training/qualification.

Reward and Benefits

To support the delivery of the University's People Strategy to attract, retain and reward the very best, we offer a fantastic range of rewards and benefits to our staff, including:

  • 27 days annual leave, plus 4 customary days and 8 bank holidays (pro-rata for part time) and the option to purchase additional leave;
  • Automatic enrolment into a pension scheme;
  • Corporate and local discounts;
  • Wellbeing resources and discounted health benefits;
  • Health discounts on sports and activities at Maiden Castle Health and Activity Centre;
  • Reward and Recognition Schemes;
  • Personal and career development;
  • And SO much more, with further information available here

Recruiting to this post

In order to be considered for interview, candidates must evidence each of the essential criteria required for the role in the person specification. In some cases, the recruiting panel may also consider the desirable criteria, so we recommend you evidence all criteria in your application.

Please note that some criteria will only be considered at interview stage.

How to apply

We prefer to receive applications online.

Please note that in submitting your application Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement https://www.dur.ac.uk/ig/dp/privacy/pnjobapplicants/ which provides information on the collation, storing and use of data.

Information if you have a disability

The University welcomes applications from disabled people. We are committed to ensuring fair treatment throughout the recruitment process. We will make adjustments to support the interview process wherever it is reasonable to do so and, where successful, adjustments will be made to support people within their role.

If you are unable to complete your application via our recruitment system, please get in touch with us on e.recruitment@durham.ac.uk.

What you are required to submit 

  1. A CV; 
  2. A covering letter which details your experience, strengths and potential in the responsibilities set out above;
  3. Examples of how you satisfy the essential criteria from the person specification. This will require a separate document to be uploaded, stating each of the essential criteria being referred to as well as examples of how candidates have met these criteria. Please bullet point your answers.

Please ensure that you submit all documentation listed above or your application cannot proceed to the next stage.

Contact details

For further information regarding this post, please contact; Mrs Katharine Davidson-Brown, Customer Services Manager –Library j.k.davidson-brown@durham.ac.uk

Contact information for technical difficulties when submitting your application

If you encounter technical difficulties when using the online application form, we prefer you send enquiries by email. Please send your name along with a brief description of the problem you’re experiencing to e.recruitment@durham.ac.uk

We will notify you on the status of your application at various points throughout the selection process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to ensure you receive all emails.

At Durham University, our aim is to create an open and inclusive environment where everyone can reach their full potential and believe our staff should reflect the diversity of the global community in which we work.  We welcome and encourage applications from members of groups who are under-represented in our work force including people with disabilities, women and black, Asian and minority ethnic communities.

As a University we foster a collegiate community of extraordinary people aligned to the University’s values.  Equality, Diversity, and Inclusion (EDI) are a key part of the University’s Strategy and a central part of everything we do. At Durham we actively work towards providing an environment where our staff and students can study, work and live in a community which is supportive and inclusive, and in doing so, recruit the world’s best candidates from all backgrounds and identities. It’s important to us that all of our colleagues are aligned to both our values and commitment to EDI.

The Department and role purpose:

In January 1833 Bishop William van Mildert donated 160 volumes to found the University Library, located on Palace Green and in the same year Durham’s first university museum opened to the public. Today the University Library and Collections offers spaces, collections, expertise and services supporting education, research, the wider student experience and cultural and educational outreach. Collections and services operate across a wide estate of libraries, archives, museums, galleries and exhibition spaces, including the UNESCO World Heritage Site on Palace Green. Our nationally and internationally recognised collections span early books, archives and manuscripts, museum objects and art, print and electronic materials and include a repository of digitised materials, research outputs and research data. Our users encompass anyone engaging with our collections, services and facilities in person or remotely, this includes university staff, researchers from around the globe, students in higher education from Durham and other universities, school pupils and teachers, Durham’s local residents and tourists.

We are an ambitious and developing team with a focus on providing the best experience for our students, researchers and the wider community. We are valued partners working with students, professional services and academics across the University, and professionals and organisations regionally, nationally and internationally.

The University Library and Collections is made up of six sections: Collections; Customer Services; Education, Learning and Engagement; Research and Systems; Museums, Galleries and Exhibitions; and Finance and Administration. Staff work flexibly between the sections, 7 enabled by cross-cutting groups, Collections, Education, Engagement, User Experience, Operations, Research, Staff Development and a Programme and Project Steering Group.

The Customer Services Team, under the leadership of the Head of Customer Services provide all front-line (face to face and virtual) customer, visitor and enquiry services. They ensure service across our estate which includes 21st century buildings providing library and study facilities, and listed buildings housing archives and special collections. Our venues (including a nationally recognised Oriental Museum), provide space for education, learning, research and outreach to a wide range of stakeholders including the local community.

Job Family: Community, Participation and Engagement Services

OUR CHARACTERISTICS: We are a globally outstanding centre of teaching and research excellence, a collegiate community of extraordinary people, in a unique and historic setting.    

OUR VALUES: We are inspiring, challenging, innovative, responsible and enabling.

Durham University

Durham University is one of the world's top universities with strengths across the Arts and Humanities, Business, Sciences and Social Sciences. We are home to some of the most talented scholars and researchers from around the world who are tackling global issues and making a difference to people's lives.

The University sits in a beautiful historic city where it shares ownership of a UNESCO World Heritage Site with Durham Cathedral, the greatest Romanesque building in Western Europe. A collegiate University, Durham recruits outstanding students from across the world and offers an unmatched wider student experience.

Durham University seeks to promote and maintain an inclusive and supportive environment for work and study that assists all members of our University community to reach their full potential. Diversity brings strength and we welcome applications from across the international, national and regional communities that we work with and serve.

It is expected that all staff within the University:

  • Contribute to our learning culture by engaging in mentoring, training and coaching.
  • Positively contribute to fostering a collegial environment; as well as demonstrating commitment to equality, diversity and inclusion.
  • Have due regard to Health and Safety requirements appropriate to grade and role.

Family key attributes

Roles in this family provide an excellent stakeholder experience for our diverse and supportive community.

Overall family purpose

  • Provide excellent student support services, development and extra-curricular activities.
  • Align and deliver programmes and activities to meet operational and strategic objectives to enhance the stakeholder experience.
  • Respond to stakeholders at the point of service delivery, either in situ or remotely.
  • Facilitate the development of excellent colleague and academic engagement.
  • Provide a stakeholder focussed service designed to increase widening participation and diversity.
  • Promote the Durham reputation by establishing and broadening national and international community links to enhance the cultural and economic viability of the City and region.
  • Enhance the Durham wider student experience by developing extra-curricular activities.
  • Contribute to and enhance active, inclusive and supportive communities of stakeholders.
  • Work collaboratively and network across the University with staff in other families to ensure a smooth, timely and high-quality delivery of service.
  • Engage with suppliers, consultants and specialist professionals to deliver programmes and activities to enhance the stakeholder experience.
  • Engage and encourage outreach and participation with external professionals, schools, alumni and donors.
  • Engage and network with both internal and external stakeholders to facilitate knowledge exchange and impact through local, national and international communities.  

Link to key strategic plan

  • An economically and environmentally sustainable approach to delivering stakeholder focussed services across the University;
  • A world-class student, alumni and donor experience;
  • Focussed on the needs of all users working together to deliver front-line services as part of the Wider Student Experience;
  • Learn from and match best practice in the Wider Student Experience around the world;
  • Opening up our world-class sporting facilities to local clubs and athletes;
  • Support and facilitate activities as part of the Widening Student Experience at Durham;
  • A stakeholder-focused orientation, offering satisfying careers to all staff;
  • Ensure that an increasingly diverse workforce is treated equally, fairly and with respect, and that all staff are demonstrably valued and actively engaged.

DBS Requirement: Not Applicable.