Campus Liaison Officer in City of London

University Campus, London, 9 Month Fixed Term Contract with the possibility of extension, c.£33,500 pro-rata, 25 hours per week, 2:00pm-7:00pm Mon to Fri.

Renowned University requires a Campus Liaison Officer to work 5 hours a day, Monday to Friday to patrol the Campus Libraries. This is a 9 month fixed term contract initially with the possibility of extension. You will build a rapport with the students and ensure protocols are adhered to, administer warnings and reports on sanctions when necessary and work to maintain a positive and safe study environment. If you enjoy working with people, are confident dealing with a wide range of situations and would like to contribute directly to creating a safe, inclusive and positive campus experience, this could be the role for you!

Responsibilities will include:

• Providing a visible, approachable and reassuring presence across designated University study and learning spaces on the campus.
• Helping maintain safe, welcoming and appropriate study environments within Libraries and other designated campus spaces, including IT laboratories and open or social study areas.
• Engaging proactively with students, providing initial help and advice, monitoring the study environment and responding appropriately to behaviour, welfare, health and safety and facilities-related concerns.
• Explaining expectations and seeking to resolve issues informally in the first instance through clear communication, early intervention and appropriate de-escalation.
• Where issues cannot be resolved informally, following agreed procedures for reporting and escalation, working closely with Library and IT colleagues, Campus Security and other relevant University services.
• Responding calmly and confidently to challenging behaviour, conflict or difficult situations, seeking assistance where necessary.
• Identifying situations requiring escalation and liaising promptly with Campus Security, senior Library and IT colleagues or other relevant University teams in accordance with agreed procedures.
• Engaging with students face to face or via email, recording incidents and concerns through reporting systems, and contributing to appropriate follow-up action.
• Helping identify recurring issues by accurately recording incidents and sharing feedback about student behaviour, use of spaces and emerging operational concerns.
• Regularly roaming and monitoring designated spaces, identifying and responding proactively to issues affecting the student experience, safety or appropriate use of the environment.
• Managing noise, behaviour and use of spaces in accordance with the Library Personal Conduct Code and relevant University policies, regulations and procedures.
• Recording and reporting incidents accurately using relevant University reporting, enquiry or case-management systems and contributing to the identification of recurring issues, patterns of behaviour or areas of concern.
• Responding appropriately to student welfare concerns and signposting or referring students to relevant University support services.
• Providing excellent customer service, including initial information, advice and directional assistance to students.
• Identifying and reporting facilities, health and safety or environmental issues affecting designated spaces and following these through with the appropriate service where necessary.
• Participating in meetings.

Skills and Experience you will need:

• Confident, approachable and customer-focused.
• Ability to build a rapport with students.
• Able to manage challenging situations professionally and proportionately.
• Clear communication and de-escalation skills.
• Experience of dealing effectively and professionally with challenging behaviour, conflict or difficult situations.
• Experience of working in a customer-facing environment.
• Comfortable working independently and using your judgement, while also being an effective member of a wider team.
• Ability to use judgement to assess situations and determine when intervention, referral or escalation is appropriate.
• Ability to use Microsoft 365 and relevant digital enquiry, reporting and record-management systems.
• Experience of following procedures, escalating concerns appropriately and maintaining accurate records.
• Commitment to equality, diversity and inclusion and to treating all users fairly, respectfully and consistently.
• Ability to remain calm and professional when dealing with challenging situations.
• Experience of working in a university or library environment would be useful but is not essential. If you have worked alongside security, facilities, student support or welfare services that would be a bonus as would experience of incident reporting or case-management systems. Also if you have experience or training in conflict management, de-escalation, safeguarding, mental health awareness or first aid that would also be useful.

Due to the large number of applications that we receive, only shortlisted applicants will be contacted. Val Wade Recruitment are actively looking for applicants from underrepresented communities and pride ourselves as an equal opportunities employer and agency.