Customer Support Assistant Apprentice

This is an apprenticeship role leading to a level 3 qualification (A-level equivalent). The staff member will collaborate with experienced colleagues to gain in-depth understanding and experience of customer support within an academic library. Working primarily on the library floor, this campus-based post acts as a first point of help and advice for library users, helping them access and use our extensive range of printed and electronic resources.

Duties include managing the library environment, ensuring health and safety procedures are observed, ensuring students observe the Library Code of Conduct, liaising with security, reporting, and progressing maintenance issues and defects relating to the building, its environmental controls and equipment on all floors. You will contribute towards staffing the library Help Desk and Reception desk, other service points and front-line duties as required. As part of the library team, you will assist in the delivery of a high quality, customer focused library and open access IT services, which support the teaching and learning, and research activities of the University as well as promoting use of the library and its resources.

You will also be required to participate in shelving activities and demonstrate an understanding of manual handling guidelines, which will be required when lifting heavy items. The postholder will participate in administrative duties including data input, carrying out admin processes, meeting and greeting users. This will also include dealing with enquiries face to face, via email and our ticketing systems, over the phone and via other support mechanisms as utilised by new department name in the future, taking part in promotional and training events to ensure an excellent customer experience for library users.

Responsibilities

• 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 our 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.

Role details

This role is 27 hours per week, with 5 hours per day spread over 4 days, and one dedicated study day of 7 hours. Actual working days / times to be agreed as per the needs of the service.