At a Glance
- Tasks: Coordinate frontline library services and support a dynamic team of Library Experience Advisors.
- Company: The University of Manchester, committed to inclusivity and outstanding customer service.
- Benefits: Market-leading pension, health services, generous leave, and local discounts.
- Other info: Flexible working options and excellent career development opportunities.
- Why this job: Join a vibrant team and create welcoming experiences for all library users.
- Qualifications: Customer service experience and a passion for supporting others.
The predicted salary is between 27000 - 33000 £ per year.
The University of Manchester Library is seeking an enthusiastic and customer-focussed Library Experience Coordinator to support the delivery of outstanding frontline services and create welcoming, inclusive, high-quality experiences for all library users.
About the Role
Working closely with the Library Experience Managers you will use your customer service expertise to support and develop the Library Experience Advisors. You will:
- Coordinate the day-to-day delivery of frontline library services across multiple library sites and online services.
- Support, guide and motivate Library Experience Advisors to connect users with library services, resources and spaces.
- Act as the first point of operational escalation, resolving issues and supporting effective decision-making in a busy service environment.
This role is campus based.
About the Library Experience Team
The Library Experience Team serves as the first point of contact, handling membership applications, customer enquiries as well as accessibility support. By providing excellent frontline services and maintaining library spaces, they help all visitors feel welcome, supported and productive.
Recruitment Process
We welcome applicants from all backgrounds, whether you already work in higher education or come from sectors such as education, student support, or community services. If you require any reasonable adjustments throughout the recruitment process, please let us know.
Shortlist
As a first element of the shortlisting process, we will assess candidates' applications against the person specification in the job description. To make the most effective use of your application, please clearly state what experience you have for each element of the person specification, doing your best to evidence all the essential knowledge, skills and experience.
Interview
Shortlisted candidates will be invited to interview. You'll have the opportunity to discuss your experience, demonstrate how you would apply it to this role, and share ideas with the interview panel.
Please be aware that due to the number of applications we receive we will unfortunately not be able to provide individual feedback on your application.
Equality, Diversity & Inclusion
The University of Manchester values a diverse workforce and welcomes applications from all sections of the community.
What you will get in return:
- Fantastic market leading pension scheme
- Excellent employee health and wellbeing services including an Employee Assistance Programme
- Exceptional starting annual leave entitlement, plus bank holidays
- Additional paid closure over the Christmas period
- Local and national discounts at a range of major retailers
Our University is positive about flexible working.
Other requirements
- To work a shift pattern
- To work at any Library site as required
- To carry out such other duties as may reasonably be associated with the grade and a role of this nature
- To be flexible in relation to hours of work as may be reasonably requested from time to time
As an equal opportunities employer we welcome applicants from all sections of the community regardless of age, sex, gender (or gender identity), ethnicity, disability, sexual orientation and transgender status. All appointments are made on merit.
Hybrid working arrangements may be considered.
Please note that we are unable to respond to enquiries, accept CVs or applications from Recruitment Agencies. Any recruitment enquiries from recruitment agencies should be directed to recruitmentservices.people@manchester.ac.uk. Any CVs submitted by a recruitment agency will be considered a gift.
This vacancy will close for applications at midnight on the closing date.
Library Experience Coordinator employer: The University of Manchester
The University of Manchester is an excellent employer, offering a vibrant work culture that values diversity and inclusivity. As a Sport Centre Assistant, you'll enjoy flexible shifts while contributing to a dynamic environment that prioritises high-quality experiences for all users. With ample opportunities for personal and professional growth, working at our esteemed institution allows you to make a meaningful impact in the community.
Contact Details:
The University of Manchester Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Library Experience Coordinator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at The University of Manchester. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like The University of Manchester before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Library Experience Coordinator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to The University of Manchester:Your cover letter is your chance to shine! Tell us why you want to work at The University of Manchester specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at The University of Manchester!
How to prepare for a job interview at The University of Manchester
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
