Customer Service Coordinator

The Role and the 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 Coordinators are essential to the development and provision of specialist library services. They co-ordinate the day-to-day operations of the library and have areas of responsibility which include a highly responsive enquiry service, social media, user experience, digitisation, online support and circulation operations, as well as lots of opportunities to get involved in wider service delivery. The team of eight co-ordinators, have responsibility for line management of Shelving Assistants, Customer Services Assistants, Information Assistants and Library Assistants.

The Customer Services Co-ordinator team work Monday to Sunday, working early morning, day and evening shifts as part of a standard rota, typically covering between 7.45am and 8pm, including bank holidays. The shift pattern for this role will include two 8pm finishes per week, one being on a Saturday.

This is a fixed term role until 04 May 2025

Working at Durham

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:

• Pro rata 27 Days annual leave per year in addition to 8 public holidays and 4 customary days per year – a total of 39 days per year.
• 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.
• 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.
• On site nursery is available and access to holiday camps for children aged 5-16 throughout th e year.
• 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).
• There is a genuine commitment to developing our colleagues professionally and personally. There is a comprehensive range of development courses, apprenticeships and access to qualifications and routes to develop your career in the University. All staff have dedicated annual time to concentrate on their personal development opportunities.
• The opportunity to take part in staff volunteering activities to make a difference in the local community
• Discounts are available 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.
• We offer generous pension schemes.

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