Customer Services Assistant

The primary focus of the role is to provide excellent customer support to the
University’s learning, teaching and research community both face to face and online
to ensure best use of library resources and services.

The role holder will be expected to seek out opportunities to proactively engage with
library customers in order to promote library services and resources in line with
University UL&SS strategic objectives.

**Key Responsibilities**
**and Accountabilities**:

- To provide high level library customer support, face to face and online
- To proactively engage with customers and promote library services and

resources
- To assist with delivery of library skills sessions and teaching and learning

activities on and off campus
- To assist with library stock circulation activities including carrying out

shelving
- To assist in the development and creation of learning tools and support

materials
- To take ownership of issues and ensure their effective resolution
- To contribute to team and event planning as appropriate
- To use a range of business systems to manage library functions
- To answer complex enquiries from students, staff and visitors and to

provide advice and assistance relating to user accounts, services,
resources and equipment
- To provide first level support and assistance in the use of the University's

standard equipment, computing packages and printing and to work with
colleagues in other teams to resolve issues as appropriate
- To participate in duties associated with the loan, maintenance and updating

of learning resources and equipment.
- To engage with all relevant library systems including LMS and resource

discovery systems to carry out housekeeping, circulation and stock
management activities
- To support customers in the use of electronic resources, services and

systems
- To assist in the maintenance and fault reporting of equipment and deal with

problems which may arise.
- To open and secure the Libraries and be responsible for the general

supervision and security of library resources.
- To take a proactive approach to communicating effectively with customers

and colleagues and share information as appropriate
- To provide feedback, reports and statistics as required by management and

to participate in evaluation of services.
- To participate in team and staff development activities and to develop new

skills and competencies to meet the changing needs of the service.
- To participate in University Library Services and Student Journey internal

and external working groups and partnerships
- To undertake any other duties commensurate with the grade of the post as

requested by the line manager or appropriate senior staff.

**Special**
**Circumstances**:

- Role will include regular week-end and evening working on a shared rota

basis as required.
- Attendance at Open Days and other events as required.
- Work at either campus as required.
- Work across and with teams as required.

University of Sunderland
**Role Profile**
Part 2

**Part 2A: Essential and Desirable Criteria**

**_Essential_**
**Qualifications and Professional Memberships**:

- First Degree or equivalent qualification or possess significant relevant

professional experience in a customer service or learning support role.

**_Essential _**
**Knowledge and Experience**:

- Experience of team working in a customer facing service
- Demonstrable experience of providing customer facing support to a range

of internal and external customers and stakeholders, face to face, online

- Proven IT skills, to the level of ECDL (European Computer Driving Licence)

or equivalent.
- Ability to move and organise materials including working in a role that

demands accuracy and attention to detail.
- Ability to use own initiative and multi-task, maintaining professionalism at all

times.
- Excellent communication skills and ability to communicate in a professional,

calm and friendly manner, even when under pressure.
- Must be able to communicated confidently and effectively whether

interacting with individuals or larger groups whether face to face or online
- Proven experience of working within a role that requires effective planning

and organisational skills.
**_Desirable _**
**Qualifications and Professional Memberships**:

- Qualified librarian or CILIP para-professional

**_Desirable _**

**Knowledge and Experience:
**- Previous experience of work in Higher Education and in particular within a

customer engagement role.
- Experience of social media and other communication technologies to support

customers
- Experience supporting teaching and learning such as helping to create

learning materials or assisting in the delivery of information skills training
- Experience of promoting library resources to customers

**Part 2B: Key Competencies**
**Competencies are**
**assessed at the**
**interview/selection**
**testing stage
**Communication**

**Oral**
The role holder is required to, understand and convey straightforwa