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The University
At Durham University, we are proud of our people, because they are at the heart of our globally outstanding institution, which is a key part of our local community. We inspire our people to do extraordinary things and we invite you to join our fantastic team.
Across the University, we have a huge variety of roles and responsibilities, which together make us one large and successful community. Whether you are at the very start, middle or end of your career, there is a role for you. We believe everyone has their own unique skills to offer.
At the University we promote and actively champion equality, diversity and inclusion. It is crucial that everyone can be themselves and can flourish in an environment where everyone respects each other and is treated fairly. We want our people and wider community to feel happy, secure and proud to be a part of Durham. We are looking for the same values in you.
We welcome and encourage applications from members of groups who are under-represented in our work force including people with disabilities, women and black, Asian and minority ethnic communities. For more information on our EDI strategy and values, click here
The Role and Department
The Customer Services Team is part of University Library and Collections. We provide all front-line (face to face and virtual) customer, visitor and enquiry services across our department. This includes visitor services at our museums and user services in our Libraries and study spaces, including 24/7 term-time opening.
Customer Services Assistants play a vital role in delivering a high quality experience to our customers. Work can include engaging with customers in a reception role, through to shelving returned library materials; processing new books to moving materials between sites. The role is key in maintaining an excellent work and study environment, conducting furniture checks, ensuring the replenishment of multi-functional devices and keeping the buildings tidy and safe for our customers.
Customer Services Assistants work Monday to Sunday, working early morning, day and evening shifts as part of a standard rota, covering between 7.45am and 10pm, including Bank Holidays at any of our library and collections sites. Current shift patterns for this post include one weekend shift and up to three evening shifts per week. Part time roles could be worked over 5 days.
Library work involves considerable manual handling and physical activity, for example: packing and lifting books, lifting boxes, and pushing trolleys. Appropriate training will be provided.
The role holder who hold the appropriate UK driving licence will be required to drive University vehicles including manual transmission vans.
There are two part time roles available;
21 hours per week
Tuesday 7.45am-12:45pm
Wednesday 7.45am-11.45noon
Thursday 6pm-10pm
Friday 6pm-10pm
Saturday 6pm-10pm
19 hours per week
Wednesday 6pm-10pm
Thursday 11am-4am
Friday 7.45am-12.45pm
Saturday 5pm-10pm
Further information about the role and the responsibilities is at the bottom of this job description.
A competitive salary is only one part of the many fantastic benefits you will receive if you join the University: you will also receive access to the following fantastic benefits:
- 27 Days annual leave per year (in additional to 8 public holidays and 4 customary days per year), a total of 39 days pro rata.
- No matter how you travel to work, we have you covered. We have parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies.
- Discounts via our benefits portal including; money off at supermarkets, high street retailers, IT products such as Apple, the cinema and days out at various attractions.
- On site nursery is available and access to holiday camps for children aged 5-16 throughout the year.
- Lots of support for health and wellbeing including discounted membership for our state of the art sport and gym facilities and access to a 24-7 Employee Assistance Programme.
- The opportunity to take part in staff volunteering activities.
- Family friendly policies, including maternity and adoption leave, which are among the most generous in the higher education sector (and likely above and beyond many employers)
- If you are keen on advancing in your role or career, we have a genuine passion for developing our colleagues from qualifications, to IT skills, courses and apprenticeships.
- Generous pension schemes.
What you need to demonstrate when you apply
To be considered for this role, here are the skills/experience we’re looking for:
1. Good spoken and written communication skills.
2. Digital skills including the ability to use core digital tools including internet and email as well as the ability to learn new digital tools.
3. Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics (or equivalent experience)
4. Ability to, and experience of, working collaboratively as part of a team.
5. Experience of working in customer focussed role or environment. *
6. Ability to, and experience of, managing time in order to meet deadlines.
7. Ability to follow instructions, written or oral, accurately.
8. Flexible approach to working patterns which will include commitment to early morning, evening and weekend working as the University demands.
Desirable Criteria
1. Evidence of personal development to develop skills, or the desire to undertake personal development
2. Full UK driving license, and willing and able to drive a University vehicle (manual transmission van).
How to Apply
We prefer to receive applications online. When you apply you need to submit a CV and a statement that tells us your experience and gives examples of how you meet each of the criteria above.
We will update you about your application at various points throughout the selection process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to make sure you have not missed any of our updates.
Who to contact for more information
If you would like to have a chat or ask any questions about the role or if you are struggling to complete the application process, Katharine Davidson-Brown, Library Customer Services Manager would be happy to speak to you. j.k.davidson-brown@durham.ac.uk.
Typical Role Requirements
Here are the kind of activities that you’ll be asked to undertake and ways in which you’ll be expected to operate.
Service Delivery
- Provide an excellent service to our students, your colleagues and anyone else you come across as part of your role by carrying out your tasks using the relevant procedures (which we will provide training for).
- Look after yourself and others by following health and safety regulations including correctly wearing any protective clothing or equipment provided [e.g. safety shoes], being aware of any hazards and risks and reporting any incidents.
- Carry out some tasks that may require specialist skills and may be physically demanding.
- Operate everyday tools and domestic equipment including ladders, kick stools, trolleys.
- Log and record routine information.
Teamwork
- Help and cooperate with the rest of your team.
- Help your colleagues when required with other key activities undertaken within your service
- Help colleagues maintain equipment safely and hygienically.
- Learn new skills and practices from more experienced colleagues.
- Bring any problems to the attention of more senior colleagues.
Communication/Personal
- Show a commitment to equality, diversity and inclusion and the University’s values.
- Respond to routine requests for information.
- Use digital devices and apps (such as email) to communicate with students, your colleagues and anyone else you come across as part of your role.
- Learn the skills needed to deliver a foundation service in a Customer Service environment.
- Any other reasonable duties.
Please note that in submitting your application Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement Privacy Notices - Durham University which provides information on the collation, storing and use of data.
When appointing to this role the University must ensure that it meets any applicable immigration requirements, including salary thresholds which are applicable to some visas.
