Customer Support Assistant

Information & Library Services Directorate

Location: Medway Campus
Salary: £23,700 to £25,742 (pro-rata) per annum
Part Time Hours: 0.6FTE
Contract Type: Permanent
Release Date: Tuesday 26 September 2023
Closing Date: Friday 06 October 2023
Interview Date: To be confirmed
Reference: 4147-E

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

It houses an extensive multi-disciplinary collection and provides a wide range of services, including a wide range of study spaces and training facilities, as well as a cafeteria. Information technology is used extensively to support delivery of all the Drill Hall Library Services.

To enhance our excellent standard of service to our 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 as well as being the front of house first point of contact for all library queries and at the forefront of the operation of our library systems, book circulation and online library services.

The post holder will be able to greet library users with a smile that will make each visitor feel at ease when they are welcomed upon arrival. As each day is varied, you’ll need to think on your feet, and it helps to be light on them too as library users often want you to assist them finding a book or use some of the equipment.  

Good listening skills are essential to assist students with their needs and signpost them to the most suitable help or escalate when necessary. To be ever vigilant and recognise when someone needs help or to spot any potential health and safety or behavioural issues within the library environment. To make a positive impact on a student’s library experience. As a team player you must be prepared to roll up your sleeves and help your colleagues where needed to ensure the delivery of an excellent library support service.   

A qualification in libraries or Higher Education is not essential but a background in customer service, excellent timekeeping and an approachable and friendly nature is. You will also need to bring patience and a sense of humour. We provide regular training and a supportive and flexible work environment.

This post is 21 hours per week with working days on a rota basis between Monday – Sunday (hours between 8am – 7pm) including Bank Holidays. The salary is pro-rata of the advertised salary range. 

For an informal discussion about this role, please contact ils-admin@greenwich.ac.uk 

Should you have any queries, please contact the People Directorate Operations Team on hrsr-fach@greenwich.ac.uk 

Further details of the fantastic benefits and what we offer can be found here: Our benefits - what we offer | Jobs and careers | University of Greenwich and information on the university’s working principles: Working Principles and Guidelines | Documents | University of Greenwich

To apply, please visit the University of Greenwich vacancies page and complete all details, including the supporting statements (please note attached CVs and personal statements will not be seen by the recruitment panel at the application stage). Current Vacancies - Jobs at Greenwich 

Employment Visa: Under the UK Government Points Based System scheme this role does not meet the criteria to be sponsored for a Skilled Worker Route application. 

We are looking for people who can help us deliver our mission of transforming lives through inspired teaching and research, through our values.

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.