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Customer Services Coordinator

Student and Academic Services
26,341 - 32,344 per year (reduced pro rata for part time working)
Grade 5
Contract status
Open or fixed-term (see job details)
Hours of work
Full or part-time (see job details)
Based at
University of York campus
Interview date
16th August 2022
Posted Date
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Job Reference

Role Description


Looking for a new challenge? Ready to take on line management? Passionate about the services provided by the Library, Archives & Learning Services? We’re looking for up to two talented Customer Service Coordinators to join our team to champion high quality services for our user communities.


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

Two part-time roles are available. 0.5 FTE working 18.5 hours per week. One is available on an open contract and one on a fixed term basis until 31st August 2023. We would be open to one individual taking on both contracts if they are an outstanding candidate at the end of our interview process.

One full-time, open contract is also available. 

Both roles will work two full days plus a half day to be agreed, we are able to be flexible on days worked but both roles must offer us balanced staffing levels across the week and will need to include a full day working on Mondays.

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 i.e. staff will be consulted about swapping and covering shifts (including occasional weekends) due to planned leave or as contingency planning when unforeseen circumstances occur.

Interview date: 16th August 2022

For informal enquiries: please contact Jackie Knowles (

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

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