Customer Services Officer

This role is in the Customer Services team, within the Learner Services section of the Library.

The role provides an excellent student experience to ensure a high performing and exceptional experience in terms of enquiry and customer support across the whole Library service. The postholder is responsible for a programme of continuous review and management of enquires to develop services that meet customer needs, through the creation of service standards, adoption of new technologies and innovative responses to complex issues.

This role helps develop and embed customer service excellence across the Library. The post holder actively engages in partnership working with customers to gain feedback and drive service innovation and improvement.

The Customer Services Officer leads and manages the day-to-day operations of the frontline Customer Services teams, across multiple Library managed spaces, over a 7-day periods (Mon-Sun).