Library Customer Advisor

£20,132 to £20,761
Post Type:  Part Time
Hours per Week:  25.77
Contract Type: Permanent
Advertised On:  Monday 05 September 2022
Closing Date:  Monday 19 September 2022
Reference:  ILS2207

Please note: this vacancy is only open to current members of University of Worcester (UW) staff or Worcester County Council (WCC) library staff.

Library Services is responsible a range of services provided to staff and students of the University, including the provision of online resources and hard copy library material, photocopiers, IT support, printing, systems for obtaining books and journals from other organisations via inter-library loans, and access to general IT facilities for students. The management team consists of the University Librarian, and section Team Leaders. This post sits within the Hive Front of House and Student Support team and reports to one of the Hive Duty Team Leaders, who in turn report to the Library Services Manager at the Hive.

This is a demanding but exciting role in the Hive, the UK’s first joint public and academic library (run in partnership by the University of Worcester (UW) and Worcestershire County Council (WCC), with the primary role being to help to make a success of the innovative 1st tier customer service model and contribute to Library Services more generally. The customer service staffing model which is in operation brings together staff from the partners to work as an integrated Customer Service team, who answer a very wide range of 1st tier enquiries relating to any of the Hive services and refer them onwards as appropriate.

This post will suit organised, confident individuals who have a real interest in providing excellent customer service in an innovative environment, and who enjoy challenges. They will also need to be able to take change in their stride, as we continue to adapt to multi-site working within a radical new service model.

This post is a combination of front of house customer service and back of house account and query handling. As such, the candidate will have a good eye for detail, a strong understanding of systems and analysing reports as well as an aptitude for understanding process. 

The Hive is open from 8.30 am – 10.00 pm 7 days per week, (except for Bank Holidays and including University Closed Days), working a regular pattern of hours including a regular commitment to weekend/evening working.

For any informal queries about this role please contact Stephanie Jones via [email protected]

We value diversity and wish to promote equality at all levels

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