• help to make a success of the innovative 1st tier customer service model.
• contribute to Library Services more generally.
The customer service staffing model which is in operation brings together staff from the partners to work as an integrated Customer Service team, who answer a very wide range of 1st tier enquiries relating to any of the Hive services and refer them onwards as appropriate.
The post will be line managed by one of the UW duty managers; however, supervision during a particular shift may be by any one of the duty managers (who may be employed by either partner) who are responsible for communications during that shift, deploying staff across the building as needed and ensuring a smooth delivery of services.
The posts will suit organised, confident individuals who have a real interest in providing excellent customer service in an innovative environment, and who enjoy challenges. They will also need to be able to take change in their stride, as we continue to adapt to multi-site working within a radical new service model.
Training on in-house systems and procedures will be provided. All staff who will work in the Hive will be expected to engage with this training.
The Hive is open from 8.30 am – 10.00 pm 7 days per week, (except for Bank Holidays and including University Closed Days), and these posts are for varying hours per week working a regular pattern of hours including a regular commitment to weekend/evening working.
*There are three positions available as follows, please state in your Supporting Statement whether you may have a preference for one of these vacancies or whether you would be keen to be considered for any of these:
1. 19 hours (varying days/hours shift patterns per week)
2. 14.5 hours (working Fri & Saturday each week)
3. 13 hours (working Thursdays and Sundays each week and a Wednesday in lieu of a Thurs one week a month
Closing date: Sunday 08 Oct 2017
Reference number: ILS1704 -3422
- Job details
- Band 3 £16,654 - £18,263 a year, with opportunity to progress to £19,850 a year (pro rata for part time hours)
- Part time (see * below for hours available)
- As soon as possible
- Responsible to
- Hive Duty Manager
- Responsible for
- Interview date
- To be confirmed
For more information about the department visit the Facilities website.
Library Services is responsible for Library Services. A range of services is provided to staff and students of the University, including the provision of online resources and hard copy library material, photocopiers, IT support, printing, systems for obtaining books and journals from other organisations via inter-library loans, and access to general IT facilities for students.
The management team consists of the University Librarian, and section Team Leaders. This post sits within the Hive Front of House team and reports to one of the Hive Duty Managers, who in turn report to the Library Services Manager at the Hive.
The University has set out a set of values within its strategic plan that describe the culture and ethos of the organisation. These values are:
• Intellectual openness
• Desire to learn
• Best practice
• Equality of opportunity, inclusion and diversity
• Working with partners and the community
• Social responsibility
• Continuous professional development and the evaluation of practice
These values underpin the expectations, or standards, that the University has of its staff. This means that all employed within the organisation will be expected to:
• Make a high quality professional contribution
• Have an appreciation of the culture of the organisation and of the role of colleagues in all parts of the University
• Act with integrity, honesty, fairness and without discrimination
• Be explicit and straightforward in their dealings with colleagues, students and other clients
• Be committed to their own personal and others’ professional development by seeking new knowledge and skills to enhance individual and organisational performance
These standards are included in every job description. Applicants will be expected to provide evidence of how they have addressed these in their past experience, and how they intend to continue to do so if their application is successful. In order to make these expectations clearer for each type of role, there are defined ‘professional behaviours’ included in each person specification and the selection process will include opportunities for applicants to demonstrate these behaviours.
The University of Worcester developed its own values in preparation for working with Worcestershire County Council and Worcestershire Hub staff at The Hive. These values are in line with those of the University, and Library Services staff are expected to act in accordance with them. The Hive values are:
• We Welcome
• We Connect
• We Respect
• We Preserve
• We Inspire
• We Innovate
- Main duties
1. To work as part of an integrated team to provide excellent customer service to all users of the Hive and wider Library Services, including older people, children and young people, students, those with learning or physical disabilities).
2. To answer first tier enquiries relating to any of the Hive services and referring on where appropriate.
3. To enable and help customers to access library stock, for instance by shelving and keeping stock tidy, supporting customers in using the self-service machines and dealing with enquiries about customer accounts using the Library Management system.
4. To help maintain the Hive and Library Services-run facilities as pleasant environments, for instance by reporting maintenance jobs, actively managing and encouraging appropriate customer behaviour and liaising with Facilities Management staff and procedures as necessary.
5. To enable customers to access and use facilities within the Hive, for instance by providing basic IT support, access to e-resources and to help with audio-visual equipment. Indicative tasks may include changing passwords, showing customers how to log into systems, adding paper to photocopiers dealing with paper jams.
6. To enthusiastically promote the services available to our full range of customers.
7. To assist with evacuating the Hive in the event of fire or other emergencies.
8. To carry out back office tasks as needed.
9. To carry out any other appropriate duties as specified by the Line Manager.
*Maintain personal and professional development to meet the changing demands of the job; participate in appropriate training activities and encourage and support staff in their development and training.
*Take steps to ensure and enhance personal health, safety and well-being and that of other staff and students.
*Carry out these duties in a manner that promotes equality of opportunity and supports diversity and inclusion, and takes into account the University's commitment to environmentally sustainable ways of working.
- Person specification
Please provide evidence of how you meet each of the essential criteria.
1. Demonstrable experience in a customer service environment and commitment to providing a high quality, proactive service to our full range of customers including older people, children and young people, students, those with learning or physical disabilities)
2. A willingness to engage with the training provided, to include as a minimum visits to other services, disability and equality training and building orientation and emergency evacuation training.
3. Organised and comfortable with working within procedures in a systematic fashion, but able to show initiative where appropriate.
4. The ability to have a flexible approach to issues and find the most appropriate solution to problems.
5. Demonstrable ability to work under pressure and to meet deadlines.
6. Demonstrable ability to deal confidently and assertively with difficult or challenging customer situations, including difficult behaviour, customer complaints and safeguarding concerns.
7. Ability to respond to changes in priority efficiently and effectively, multi-tasking in a busy environment
8. IT literacy, with a familiarity with Microsoft windows based applications and ability to develop customer ICT skills
9. Ability to help customers find and use our whole range of information resources.
10. Ability to communicate confidently and clearly with a wide range of people, both orally and in writing. This includes the ability to speak proactively to a wide range of people with courtesy and tact, both in person and on the telephone.
11. Ability to use your enthusiasm, passion and knowledge about our services to promote the services to our whole range of customers.
12. Able to work well as part of a team.
The post holders should be aware that the role is physically demanding, involving some physical elements, such as handling books. They are likely to be on their feet for much of a shift.
Applications from Non EEA Workers:
Prospective applicants are advised to ensure that they are eligible to work in the UK without restriction.
Prospective applicants in points-based system immigration routes should assess their circumstances against the published criteria, which are set out on the GOV.UK website at www.gov.uk/browse/visas-immigration .
Visit www.naric.org.uk/visasandnationality for more information on how you can use a qualification from outside the UK to meet the requirements of the immigration rules.
Unspent convictions, cautions and bind-overs
The University is strongly committed to the fair treatment of its staff and potential staff, regardless of race, gender, religion, sexual orientation, responsibility for dependants, age, physical/mental disability or offending background.
In line with the University's policy on the Recruitment of People with a Criminal Record, shortlisted candidates are required to provide information of any unspent convictions, cautions and bind-overs. Applicants are advised to seek independent advice if there is any doubt about the status of a previous conviction, caution or bind-over. Disclosures will only be considered at the point when an offer of employment is made. The existence of a criminal record will not in itself prevent you from gaining employment.
This is a description of the job as it is presently constituted. This job description is intended to enable a flexible approach to be offered working across the University as required. It is subject to review and amendment in the light of changing needs of the University and to provide appropriate development opportunities. Members of staff are expected to participate fully in discussions about changing requirements and it is the University's aim to reach agreement to reasonable change. If agreement is not possible, it reserves the right to require changes to the job description after consultation with the individual concerned.