Library and Student Advisor Croydon-Temporary cover Job - Surrey | Office, Clerical & Administration

Job Description

Key Responsibilities

Frontline customer service from help points in person, by phone and online including:

Trouble shooting IT issues and IT problem solving for users with varied skills and abilities.

Answering library resource information and search enquiries and carrying out library account service procedures.

Answering first line enquiries on a range of student issues such as Course Enquiries, Disability support, Accommodation, Finance, Wellbeing, Skills for Learning and International student advice.

Making referrals and appointments to our specialist Student Advisors and our Academic Skills, Information Literacy, and Digital Skills teams where necessary.

Contribution to the day to day running of the Library/Student Centre including:

Assisting in maintaining a welcoming and safe learning environment in the Library/Student Centre including carrying out basic health and safety checks and addressing customer issues.

Assisting customers with their registration and induction to the services available from the Library/Student Centre including the range of services available online and including delivering initial induction sessions and tours.

Providing additional library and student IT support for users with disabilities or dyslexia and other specific user groups such as part-time learners, alumni, and visiting users.

Daily library tasks related to book and laptop circulation, student records, debtor records and inter-site loans and Collection management activities which may include processing learning resources materials, withdrawals, status changes, labelling and repairs, shelving and tidying materials, along with occasional contribution to acquisitions/metadata projects as required by colleagues in our Southwark Campus Information Resources Management team.

Stock management of processing materials and customer consumables as required.

Taking part in the regular collection of necessary data and statistics and collect user feedback through a variety of channels including taking part in UX exercises to contribute to continuous service improvement.

This list is not exhaustive. The postholder will be expected to carry out relevant and related tasks as commensurate with the current grade and agreed with the Line Manager or their nominee.

Qualifications

please see above

Skills

Person specification / Selection criteria

Qualifications

A - Literacy and numeracy abilities to GCSE standard.

B - Experience and confidence with a range of IT applications including a knowledge of modern technologies, platforms, and use of mobile devices.

C – Experience of providing a high level of customer services and excellent customer service skills.

D - Methodical approach and attention to detail.

E - Flexible and adaptable approach to work with the ability to work under pressure and unsupervised.

F - Flexibility to allow agreed evening and/or weekend duties.

G – Excellent communication skills – verbal, written, and electronic.

H – Ability and willingness to contribute to successful teamwork in line with LSBU’s values.

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Wednesday 29th March & 5th April: 6:30am, 2pm, 5pm

Friday 31st March: 7am, 5pm

Monday 3rd April: 7am, 2pm

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To main focus of the post holder is dedicated to effectively provide confidential, professional administrative support to the Head of Housing Services and to the Housing Services team. To effectively provide a customer focused reception service of excellence for Housing Services. To be the first point of contact for, and to represent the team, both internally and externally, whether in person, by telephone or by email, responding to all generic enquiries or by referral to an appropriate team member when escalating non-routine enquiries.

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Main duties and responsibilities

To provide a customer focused first point of contact to students, staff and private landlords, the public and other external bodies, judging when to pass on or escalate complex queries.
To check all applications received for housing eligibility, and issue relevant and timely feedback to applicants.
To represent Housing Services at all Queen Mary internal and external events, particularly at main residential arrival and departure days, to provide and sustain a positive image for Residential Services
To manage and keep updated the Housing Services team diaries.
To check the accuracy and relevance of information and imagery on the Residential Services website..
To provide administrative support to the Housing Services team.
To advise the Head of Housing Services on noticeable trends in customer enquiries.
To be flexible at key times within the university calendar to support the delivery of services that will be outside normal business hours, which will include working in the evenings and at weekends
To comply with all Queen Mary and Directorate policies and procedures and demonstrate a commitment to the Directorate purpose statement and values
To implement recognised good practice in communication and cohesion, to promote the culture and behavioural change programme that has been embarked upon by the Directorate.

Qualifications

GCSE, NVQ (Level 3) or City and Guilds in English and Maths or equivalent

Skills

Significant experience working within an HEI or privately built student residential environment
Significant experience working in a customer service environment providing exceptional customer service
Understanding of the relevant regulations and national codes of practice and the implications of non-compliance
Experience managing conflicts, resolving or escalating complaints, with the ability to use own initiative to handle difficult situations with tact and sensitivity
Familiarity with budgeting and financial management
Knowledge and understanding of HEI Admissions systems, key dates and SITS student record system
Knowledge of the private sector housing market

Skills/Abilities

Excellent written and verbal communication and interpersonal skills with the ability to communicate effectively with staff and external contacts at all levels
Computer literate with a good knowledge of Microsoft Office software, particularly Excel
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Excellent attention to detail and a systematic approach to work
Friendly, approachable, diplomatic and able to relate to people
Flexible attitude and willing to learn, develop and improve both individually or as part of a team

Other

Able to deal with personal, private and confidential issues with appropriate discretion (Data Protection Act)
Able to manage job role in line with customer expectation of Equality and Diversity Policy
Able to identify resolutions to problems and utilise analytical skills

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Job purpose

Main duties and responsibilities

To provide a customer focused first point of contact to students, staff and private landlords, the public and other external bodies, judging when to pass on or escalate complex queries.
To check all applications received for housing eligibility, and issue relevant and timely feedback to applicants.
To represent Housing Services at all Queen Mary internal and external events, particularly at main residential arrival and departure days, to provide and sustain a positive image for Residential Services
To manage and keep updated the Housing Services team diaries.
To check the accuracy and relevance of information and imagery on the Residential Services website..
To provide administrative support to the Housing Services team.
To advise the Head of Housing Services on noticeable trends in customer enquiries.
To be flexible at key times within the university calendar to support the delivery of services that will be outside normal business hours, which will include working in the evenings and at weekends
To comply with all Queen Mary and Directorate policies and procedures and demonstrate a commitment to the Directorate purpose statement and values
To implement recognised good practice in communication and cohesion, to promote the culture and behavioural change programme that has been embarked upon by the Directorate.

Qualifications

GCSE, NVQ (Level 3) or City and Guilds in English and Maths or equivalent

Skills

Significant experience working within an HEI or privately built student residential environment
Significant experience working in a customer service environment providing exceptional customer service
Understanding of the relevant regulations and national codes of practice and the implications of non-compliance
Experience managing conflicts, resolving or escalating complaints, with the ability to use own initiative to handle difficult situations with tact and sensitivity
Familiarity with budgeting and financial management
Knowledge and understanding of HEI Admissions systems, key dates and SITS student record system
Knowledge of the private sector housing market

Skills/Abilities

Excellent written and verbal communication and interpersonal skills with the ability to communicate effectively with staff and external contacts at all levels
Computer literate with a good knowledge of Microsoft Office software, particularly Excel
Able to plan, manage and monitor a variety of commitments, balancing workloads to meet service demands
Excellent attention to detail and a systematic approach to work
Friendly, approachable, diplomatic and able to relate to people
Flexible attitude and willing to learn, develop and improve both individually or as part of a team

Other

Able to deal with personal, private and confidential issues with appropriate discretion (Data Protection Act)
Able to manage job role in line with customer expectation of Equality and Diversity Policy
Able to identify resolutions to problems and utilise analytical skills