Information Support Assistant - Customer Service

Full Time/Part Time: Part time (0.8 FTE)

0.8 FTE (Mon - Thurs 9AM - 5PM)

A bit about the Library Services Team…

The Library Services team provides high-quality learning spaces and excellent frontline support to students, aiming to create a sense of belonging at the University. Library Services are responsible for the delivery of services including access management, lending, and returning of books and laptops, enquiry services, and for the management and development of libraries and learning spaces across the campus.

We make every contact count: finding the right answers, connecting students to different services, and looking for the best solutions to problems. And we encourage talking! Our team builds rapport with our service users, cultivating an inclusive Library community where students can be themselves and feel supported. The Library is a central resource on campus and we aim to ensure that all students have a positive, vibrant, and engaging experience whenever they use our service.

So, what will the role involve?

The University of Salford is seeking an exceptional candidate with the skills and personal attributes to deliver excellent customer services as part of the Library Services Team within the Library. As an Information Support Assistant, your responsibilities will include:

• Responding to enquiries including making space bookings, access to print and electronic resources, and the loan and return of library laptops, including directing users to other services and resources provided by teams around the University.

• Promoting library services and programmes to service users and assisting with outreach and engagement activities.

• Proactively engaging with users to build a library community where students can be themselves and feel supported.

• Monitoring the use of library spaces and services and dealing with any challenging behaviour in accordance with library policies and procedures.

You will be expected to:

• Support students on their learning journey and make a difference to their life here at the University of Salford.

• Build relationships with students, anticipating and meeting their needs even where they cannot clearly articulate what these are.

• Be confident in dealing with challenging behaviour including but not limited to, inappropriate language, and non-compliance with library policies and procedures.

• Learn new systems and skills as our service is constantly evolving and changing.

There is more information about the duties and responsibilities of this role in the person specification linked below.

If you are passionate about providing exceptional customer service and have experience of working in a customer service environment we encourage you to apply for this role.

Applicants should be aware that although the role will be assigned to a specific department / school within DSSAS in the first instance, we reserve the right to reassign the post to meet the future needs of the University.

At the University of Salford we are committed to an inclusive approach to promoting equality and diversity.

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