Faculty/Directorate
Students
School/Function
Student Services
Contract type
Fixed Term Contract
Actual hours
18.5
Salary from
27,804.00
Salary to
31,425.00
Posted Date
19/04/2024
Closing Date
05/05/2024
Ref No
4056
Documents
As part of the Information Centre team this role supports the Information Centre Leadership team to develop and deliver high quality, innovative student focused first line Information Centre support services.
The role will contribute to the Information Centre team and University strategic development. It will provide excellent customer service via busy physical (library based), online, telephony and virtual Information Centre service points, supporting the Information Centre Leadership team and colleagues to ensure all service objectives and library building and spaces oversight standards are met.
You will act as the first point of contact for student support services, answering with empathy a wide range of student enquiries relating to but not exhaustive to student support, libraries, course support and IT to ensure the seamless delivery of support service to students. You will refer more complex enquiries as appropriate, working within agreed processes to further support students whilst ensuring the seamless delivery of support services to students.
You will work proactively with colleagues to ensure allocated service point areas are developed and high standards are maintained. You will proactively liaise with Information Centre colleagues, Information Centre Coordinators and other key team stakeholders to ensure enquiry trends are captured and reviewed with a continuous service improvement lens. You will actively engage in day to day Information Centre and Library building and spaces student feedback, alongside escalating complaints in line with Information Centre service and University guidance ensuring the student voice is heard, issues resolved and service provision reviewed and improved.
This role is required to work flexibly across all campuses and may need to work evenings and weekends depending on service requirements.
The PersonYou will have experience of working in a busy customer facing environment and have an understanding of ‘student hub' type support services (including Information Centre and Library services). You will have the ability to work in a busy, fast-paced environment, dealing with large volumes of enquiries and have demonstrable commitment to customer service and continuous service improvement.
You will have demonstrable excellent interpersonal, verbal and written skills with an empathetic approach to others. You will have the ability to problem solve and find innovative solutions. You will have the ability to work cooperatively within a team and contribute positively to the team effort and also have the ability to multi-task, manage priorities and work independently.
You will have the ability to work accurately and have attention to detail and have demonstrable good numerical skills. You will be IT literate and aptitude for learning new systems and be receptive to change with an enthusiasm and desire to learn new skills and to share that knowledge with others. You will also have an understanding of mental health ‘first aid' and have a commitment to and awareness of issues relating to equality and diversity. A flexible approach to working hours to cover the requirements of the role is essential.
Directorate/FunctionMake a positive difference to the higher education journeys of thousands of students
This Directorate plays a vital role in the retention and success of students at Kingston University. By taking a holistic, cohesive approach to the effective provision of services to our 17,000 students, we aim to enhance their experience through support that is effective and also responsive to their changing needs.
We cover three main areas of responsibility – Student Life, Student Wellbeing and the First Response and Administration team.
Student Life provides the University's fundamental student services while Student Wellbeing is responsible for all wellbeing and safeguarding-related policies. The First Response and Administration Team, meanwhile, ensures the smooth running of all activities.
We are proud to hold the Customer Service Excellence Quality Mark.
Further informationThis is a part time (18.50 hours per week), fixed term position for 12 months with a starting salary £13,902 per annum (50% pro rata to £27,804 per annum).
Interviews are expected to be held on Monday 13 May 2024.
For informal enquiries, please contact Mr Bruce Mitchell, Information Centre Team Leader.
Bring your true self, expertise, and passion to Kingston where we are continuing to strive to build a university where authentic inclusion and belonging is at its heart. Every one of our staff and students' identities, backgrounds and diverse experiences makes us who we are - so harness and embrace yours by applying today. We welcome applications from Black, Asian and Minority Ethnic backgrounds, LGBTQ+ communities and those with disabilities.
Candidates must be able to demonstrate their eligibility to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006. Where required, this may include entry clearance or continued leave to remain under the Points Based Immigration Scheme.
To apply click on ‘Apply Now'. If, for accessibility reasons, you need to apply in an alternative format, please email [email protected] or call the HR Shared Services team on 020 8417 3118.