Customer Support Assistant

4 months ago

Chatham, United Kingdom Earl Street Employment Consultants Ltd Full time

Our client is a shared service that delivers high quality library and IT services to support the users of the three institutions that currently comprise the Universities at Medway (University of Kent, University of Greenwich and Canterbury Christ Church University).

They have asked us to help recruit a highly motivated temporary Customer Support Assistant to join their existing team on a temporary basis.

This post will support the 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 the library systems, book circulation and online library services.

The successful applicant 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.

The hourly pay rate will be £12.00 per hour.

The temporary position will be for a minimum of one month, however this may be extended at the discretion of the client.

**Key Accountabilities**
- Deliver an excellent customer experience including assisting users on how to use library resources and equipment.
- Participate in roaming support to help our users become confident and independent users of the resources available to them.
- Assist users with directional and initial information enquiries.
- Provide front-line support using the Library Management System to carry out various tasks and reports, assist users with the operation of library equipment and resources, and attend to basic problems, reporting faults as appropriate to ensure that users have an excellent customer experience.
- Assist with the day-to-day operations of services and space, keeping the space in good order through regular tidying, shelving and filing, in accordance with best health and safety practice and security guidelines.
- Support the Library Student Worker Team (LITSAs), helping to coordinate and monitor their work and activities so that all front-line tasks are undertaken.
- Perform daily checks of the study environment, fixtures and fittings, reporting issues to the relevant department and ensuring these are seen through to completion.
- Support users with routine use of IT, such as using basic software, LapSafe laptop loans, printing and Wi-Fi.
- Proactively monitor and manage library bookable spaces including Group Study Rooms, dealing with these in a prompt manner.
- Uphold Information and Library Services policies and procedures.
- Participate in Library Services meetings and support Information and Library Services-wide projects, groups and activities as required.
- Other duties arising from the needs of the service.
- Provide cover across the front-line service, including the Library HelpDesk and Reception desk and any other service points, contributing to such duties as required to maintain service provision.
- Assist with all library-related administration procedures.
- Work with the library Manager to ensure the service evolves to meet the changing needs of the library users and the University..

**Person Specification**:

- Very strong customer service experience, both in person and phone based.
- Experience of resolving customer complaints
- Enquiry handling skills in a library, higher education or IT service desk environment would be an advantage.
- Experience of working in a higher education, library or IT environment
- Good written and oral communication skills
- Good IT skills

We are acting as an employment business in relation to this role.

**Job Types**: Part-time, Temporary contract

**Salary**: £12.00 per hour

Expected hours: 21 per week

**Benefits**:

- Canteen
- Company pension
- Free parking
- On-site parking
- Transport links

Schedule:

- 8 hour shift
- Day shift

Work Location: In person

Reference ID: WKRECEP/DHL/MED/

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