Customer Service Coordinator

Role Description

Department

The Customer Services Team sits within the wider Library, Archives & Learning Services directorate at the University of York and is seeking to appoint a 0.8 FTE Customer Services Coordinator working across Friday, Saturday, Sunday, and Monday.

Role

Working with a wide range of individuals and teams, you’ll provide an essential mix of line and operational management for the Customer Services team as well as actively contribute to the management and maintenance of library spaces. You’ll be responsible for ensuring resources are organised and deployed effectively and deliver both supervision and line management at both a pastoral and operational level. You’ll be highly committed to supporting staff and customers through taking a proactive approach to resolving problems and offering a creative approach to troubleshooting. You’ll deliver training and take on specialist
tasks and responsibilities including involvement in projects.

Skills, Experience & Qualification needed

Alongside experience of delivering excellent customer service you’ll have strengths in the following skill areas:

• Effective staff supervision
• Effective organisation including the ability to document processes and procedures
• Effective prioritisation, allocation and delegation of work
• Problem solving under pressure and working to tight deadlines
• Excellent oral communication skills including training others, group facilitation, influencing and negotiating skills with a high degree of tact and diplomacy
• Ability to use and learn digital tools and technologies
• Ability to work independently and as a member of a team
• Equally important is your ability to self motivate, be resilient when under pressure, learn quickly and take a collaborative approach to achieving results.

It is essential that our Customer Services Coordinators are able to work flexibly to support our business needs.
Ideally, we are seeking an individual who can also offer some level of flexibility to amend shift patterns where
required due to planned leave or as contingency planning when unforeseen circumstances occur.

Interview date: To be confirmed

For informal enquiries: please contact Nathan Williams via email nathan.williams@york.ac.uk

The University strives to be diverse and inclusive  – a place where we can ALL be ourselves.

We particularly encourage applications from people who identify as Black, Asian or from a Minority Ethnic background, who are underrepresented at the University. 

We offer family friendly, flexible working arrangements, with forums and inclusive facilities to support our staff. #EqualityatYork

As a Disability Confident employer, we will ensure that a fair and proportionate number of disabled applicants that meet the minimum (essential) criteria for each position will be offered an interview.  Read more about the University of York’s commitments under the Disability Confident scheme.