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User Experience Shift Leader
Grade E £26, - £28, per annum (pro rata) plus 20% shift allowance for hours worked overnight
Overnight position of varying working hours (5-hour shifts in Term 1 and Term 2. Up to 12 hours per shift in Term 3)
About the Role
As part of our User Experience Shift Leader team, you will contribute to leading the delivery of high quality Library services overnight. Ensuring a consistent, responsive and effective user experience for staff, students and visitors using library spaces and services. You will be responsible for leading a team of on-campus Library Attendants at Boots Library. You will be a point of escalation for the library team and work closely with colleagues in Security to maintain a safe and welcoming study environment for library users.
What you’ll bring
Are you a friendly, empathetic and caring person who enjoys helping others and providing great customer service? Someone who is still as positive and enthusiastic at the end of their shift as they were at the start? With a customer service background and an ability to communicate effectively with a diverse range of people, you will have experience of contributing to a high-quality, customer-facing service.
You will be creative, self-motivated, adaptable and in possession of a ‘can-do’ attitude. You will bring effective communication skills and the determination to exceed customer expectations, along with an agile and creative approach to problem-solving.
You will be committed to personal development and will make a real impact by coaching and developing others to meet the current and future needs of our users. You will demonstrate an ability to serve as a role model in supporting the development of a fairer and more inclusive workplace culture.
We believe that success is built on having teams whose backgrounds and lived experience reflect the diversity of our users. We think a wide range of work experience and educational experiences could support you to be successful in this role. You may have worked in a service sector such as retail or hospitality, and may not have considered working in the academic library sector. If you have the skills and experience to deliver customer-focused services in a culture of continuous improvement, then we want to hear from you.
Please note: This is an overnight position and a 52 week contract, based at our City site. Your working pattern will be shifts of varying hours between 21:00-08:30 during undergraduate term time and 10am-7pm on weekends during the summer months. This role will also include 52 hours of flexible contact time each year, necessary for catch-ups with you line manager and colleagues. There will be a requirement to work some Bank Holidays/University Closure Days.