Information Centre Coordinator X 2

2 months ago

Kingston upon Thames, United Kingdom Kingston University Full time

As part of the Information Centre team this role supports the Information Centre Leadership team to develop and deliver high quality, innovative student focused first line Information Centre support services.

The role will contribute to the Information Centre team and University strategic development. It will provide day-to-day supervision and oversight of library buildings and spaces and student focused first line Information Centre student support services via busy physical (library based), online, telephony and virtual service points, supporting the Information Centre Leadership team and colleagues to ensure all service objectives and library building and spaces oversight standards are met.

The role will act as the first point of contact for student support services, answering with empathy a wide range of student enquiries relating to but not exhaustive to student support, libraries, course support and IT to ensure the seamless delivery of support service to students. You will engage in more complex, multi-faceted enquiries as appropriate, working within agreed processes to further support students who may be in distress or require further generalist advice and guidance, navigating the University’s second line specialist advice services or access emergency support ensuring the seamless delivery of support services to students.

**The Person**:
You will have experience of working in a busy customer facing environment and will have an understanding of ‘student hub’ type support services (including Information Centre and Library services). You will have a demonstrable commitment to customer service and continuous service improvement, with the ability to work in a busy, fast-paced customer focused environment, dealing with large volumes of enquiries and meeting deadlines.

You will also have the ability to supervise, direct and coordinate the work of others. You will have the ability to communicate effectively - developing and delivering multi-mode communications that convey a clear understanding of unique needs of different audiences and you will have the ability to build trusted working relationships with colleagues across the organisation.

You will be able to problem solve and find innovative solutions. You will have the ability to work as part of a team and contribute positively to the team effort. You will have the ability to work accurately and pay attention to detail. You will have sound numerical skills and the ability to administer a budget. You will be IT literate with the ability to develop in-depth end user expertise. You will be able to evidence of embracing change with an enthusiasm and desire to learn new skills and to share that knowledge with others. You will also have an understanding of mental health ‘first aid’ and an commitment to and awareness of issues relating to equality and diversity.

**Directorate/Function**:
The Student Services section provides the University’s first
- and second-line services for students incorporating the Information Centre, Library and Learning Services, Course Support and Administration, Student Engagement and Student Life, Health and Wellbeing. Services are designed to be accessible and inclusive of all students, to ensure their enquiries are resolved quickly and support is available to enable them to fully engage with and succeed in their studies.

**Further information**:
These are full time, permanent positions with a starting salary of £32,271 per annum.

Interviews are expected to be held on Thursday 25th August 2023 and Friday 26th August 2023..

For informal enquiries including information about working patterns, please contact Sue Stokoe, Operations Manager, Information Centre Team.

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