Customer Services Co-ordinator

The Customer Services Team is part of University Library and Collections (ULC). We provide front-line (face to face and virtual) customer, visitor and enquiry services across our department. This includes visitor services at our museums and visitor attractions: Palace Green Library, Oriental Museum and Durham Castle, as well as user services in our Libraries and study spaces, 7 days a week, including 24/7 term-time opening during our busiest periods.

Customer Services Co-ordinators are essential to the development and provision of specialist library services to students and academics. They co-ordinate the day-to-day operations of the library and have specialist areas of responsibility which include a highly responsive enquiry service, social media, user experience, digitisation (making resources available to support reading lists, teaching and research activity), disability support, online support, circulation operations (ensuring physical items are available for loan, responding to resource requests, supporting learning and research activity), as well as being involved in wider service delivery.

While working on site in the role as duty co-ordinator, they take responsibility for any escalated issues, decision making, process reviews, etc. triaging, trouble shooting and problem-solving issues as they arise, especially in evenings and at weekends.

Customer Services Co-ordinators have responsibility for line-management, work allocation, training and oversight of colleagues within the wider Customer Services team (Customer Services Assistants, Information Assistants and Library Assistants), and associated services, delivered across multiple sites.

The Customer Services Co-ordinator team work Monday to Sunday, working early morning, day and evening shifts as part of a standard rota, typically covering between 7.45am and 8pm, including bank holidays. As our services are delivered across multiple sites, there is an expectation that the successful candidate will be available to work at any University Library and Collections site as service demands. The planned shift pattern for this role includes evening and weekend shifts every week.

Service Delivery:
- Contribute to equality, diversity and inclusion and the University's values.
- Supervise the implementation of changes to procedures and practices relating to your service area.
- Respond to queries and provide information/advice, while raising more specialist or complex queries with more experienced team members.
- Use your experience and problem-solving skills to investigate and resolve issues relevant to your role, and make recommendations based on your findings.
- Enhance Durham University's reputation by providing support to the running of internal and external outreach activities.
- Monitor and analyse the use of Library and Collections services to ensure efficiency and report findings to senior colleagues.
- Continually review what is required from service stakeholders to make sure the best possible service is provided.
- Ensure that information used to analyse the service being delivered is accurate and provide reports and analysis to senior colleagues.
- Ensure that data and information is accurate and share reports with internal networks.

Planning and Organising:
- Plan and organise your workload and the activities of other team members to deliver the role.
- Organise and schedule assigned resources, activities and events.
- Contribute to planning the operational priorities of your team and make suggestions to senior colleagues on how to improve the service.
- Monitor processes and activities to ensure team priorities are met.
- Help manage and coordinate events, campaigns, and other activities.

Teamwork and Team Development:
- Supervise and delegate tasks to other members of the team and make sure that they are completed.
- Explain systems and procedures to new starters and provide specialist advice and guidance (including any training) to help less experienced team members carry out their role.
- Contribute to performance review processes by providing feedback on individual and team objectives and expectations, considering any development needs.
- Provide specialist support and advice to team members.
- Make changes to the services provided by your team in discussion with other team members.
- Identify opportunities and contribute to decisions on how to improve services being delivered by the team.
- Seek feedback from service stakeholders on their requirements for your service and recommend improvements to senior colleagues.

Communications/Liaison:
- Update and apply changes to processes and procedures.
- Use your knowledge and expertise to provide advice and guidance to resolve problems and respond to a wide range of queries.
- Create good working relationships with other team members and anyone else encountered as part of the role to work together on joint activities.
- Liaise with contacts both internally and externally to ensure that services are being delivered in an efficient and collaborative way.
- Record information such as feedback and usage data and share with internal partners.
- Create good working relationships with internal and external partners and suppliers to work together on joint initiatives.
- Build relationships with contacts to share good practice and exchange information.
- Use creative and engaging ways to communicate and promote information about Library and Collections services to stakeholders.
- Provide induction for new members of staff and service users.

Person Specification — Essential Criteria:
1. Five GCSEs at least Grade C or level four (or equivalent) including English Language and Mathematics, or a Post-16 qualification or equivalent experience.
2. Relevant experience in a Customer Services role or environment.
3. Experience of working collaboratively with other team members to ensure the delivery of high-quality services. (weighted)
4. Experience of leading a team, project or work area. (weighted)
5. Excellent spoken and written communication skills and the ability to develop effective working relationships, both internally and externally.
6. Strong digital competence across a range of digital devices and apps including internet, email, digital communication tools, Microsoft 365 applications, digital booking system, social media applications, project planning, and the ability to learn new systems.
7. Committed to continuing professional development to enhance skills and expand knowledge.
8. Ability to solve problems yourself and as part of a team and plan appropriate solutions.
9. Ability to participate in networks to share and discuss good practice and exchange information.
10. Ability to contribute to operational planning activities.
11. Flexible approach to working patterns which will include a commitment to early morning, evening and weekend working as the University demands.

Person Specification — Desirable Criteria:
- Library or professional knowledge relevant to the role supported by relevant courses or certification.
- Experience of supervising a team, including line management, performance management and allocation of tasks.

Benefits:
- 27 days annual leave per year in addition to 8 public holidays and 4 customary days per year — a total of 39 days (pro rata).
- Parking across campus, cycle to work scheme, and discounts with local bus and train companies.
- Exclusive discounts via benefits portal including supermarkets, high street retailers, IT products, eating out and days out.
- On-site nursery rated Outstanding by Ofsted, and holiday camps for children aged 5–16.
- Wide-ranging health and wellbeing support including discounted membership for sport and gym facilities and access to a 24/7 Employee Assistance Programme.
- Volunteering opportunities to make a difference to the local community.
- Family friendly policies, including maternity and adoption leave, among the most generous in the higher education sector.
- Development opportunities from qualifications to IT skills, courses and apprenticeships.
- Generous pension schemes with varying contribution amounts.