Customer Service Advisors

As a Senior Customer Service Adviser (Line Management), you will take day-to-day responsibility for the delivery of high-quality frontline services. Working flexibly, you will manage the efficient running of services at our libraries, ensuring they are safe and inclusive for all. You will work directly with customers, staffing enquiry desks on a rota basis, and will ensure our teams deliver a warm welcome and great experience to customers - in person and virtually. You will need to work independently at times, prioritising and managing your workload effectively, whilst working with colleagues from all teams in University of Nottingham Libraries.

Are you passionate about customer service and looking for a role filled with variety and challenge, working in a multicultural community? We are looking for enthusiastic, welcoming and customer-focussed people to join our frontline team. We know that having colleagues from a wide range of backgrounds is key to a supportive workplace and even better services. We are particularly keen to receive applications from those underrepresented in Libraries in the UK, such as racially minoritised people.

As well as these frontline duties, you will have Line Management as your focus area (50% of your role). Senior Customer Service Advisors (Line Management) lead on the recruitment, induction, training and development of new Customer Service Advisors. As part of this team, you will line manage and support our team of Customer Service Advisors, carrying out regular 121s, providing feedback, conducting appraisals, challenging poor performance and, where necessary, carrying out formal HR procedures.
We are committed to providing competitive employment packages that support your well-being and help you reach your full potential. You will have access to a benefits package, including fitness and health facilities, staff discounts and travel schemes, along with a generous holiday allowance and pension scheme.
Don't meet every requirement? Studies show candidates who identify as part of the Global Majority or are racially minoritised are less likely to apply unless they meet every requirement. Within Libraries, we are dedicated to building a diverse and inclusive workplace, so if you're excited about this role but your experience doesn't align perfectly, we encourage you to apply anyway. You may be just the right candidate.
These are permanent positions:
25h
Tue. & Wed 1pm-7pm, Sat & Sun 9am-5pm
30.5h
Mon, Tue, Fri 1pm-7pm, Sat & Sun 9am-5pm
23.5h
Wed, Thu, Fri 1pm-7pm, Sat 9am-5pm
22h
Mon, Tue, Thu, Fri 1pm-7pm
23.5h
Mon, Tue, Fri 1pm-7pm, Sat 9am-5pm
23.5h
Wed, Thu, Fri 1pm-7pm, Sun 9am-5pm
Please note some training may occur outside these hours. You will also work one public holiday/University Closure Day per year.