Heroe: Customer Service and Essential Essay

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CAMPUS ASSISTANTS, 2 x 0.5 FTE POSTS
LIBRARY AND STUDENT SERVICES

AMBLESIDE

RISING TO 1.5FTE WITH EFFECT FROM 01 SEPTEMBER 2014

ANNUALISED HOURS
2 X 0.5FTE (17.5 HOURS PER WEEK)

£17,502* (PRO RATA)

* Incremental progression up to £19,605 (pro rata) applies, subject to University policy

Payscales are available from the Human Resources Handbook

THE SERVICE

Library and Student Services provides an integrated, customer focussed library, research, IT, media and learning support service to students and staff of the University. Student achievement and wellbeing is our prime concern.

Informal enquiries should be directed to: Margaret Weaver, Head of LiSS, on Tel: (01524) 384238 or email: margaret.weaver@cumbria.ac.uk

The closing date for this post is Midnight on Sunday 22 September 2013

Reference: 153S12

The University of Cumbria would encourage applications, where possible, to be submitted electronically via our e-recruitment system on following address: https://cumbriajobs.engageats.co.uk/

If it is not possible to apply electronically please contact the recruitment team:
Phone: 01228 616280
Email: jobs@cumbria.ac.uk

UNIVERSITY OF CUMBRIA
JOB DESCRIPTION

Post: Campus Assistants, 1.0fte

Service: LiSS

Grade: 04 Annualised hours

Location: Ambleside

Responsible to: Gateway Manager

Responsible for: N/A

Job Purpose:

To provide accessible, efficient and effective frontline services and excellent standards of customer care; to maintain the functionality and appearance of the physical learning environment; to contribute to smooth site operations, working to defined service standards to students, staff, visitors, organizations, face to face, online or by telephone.

The post holder will be expected to contribute to the successful implementation of the University blended services model at the campus and whilst located in the Learning Information and Student Services department the post holder subsumes front line work from across a range of Professional Services departments and is responsible for the development and introduction of ‘best practice’ business processes, systems and performance indicators.

Other Conditions:
All staff employed at grades GR01 – 06 may on occasions and in line with operational needs:
Be required to work different hours including at weekends / evenings;
Be requested to work additional hours including at weekends / evenings / bank holidays

The post holder will be required, subject to appropriate consultation, to travel to other campuses and sites as necessary. The University makes use of videoconference facilities to minimise travel wherever possible.

The post holder is appointed to the staff of the University, and although initially deployed to a specific Service, may be required, subject to appropriate consultation, to work in suitable posts elsewhere in the University.

Main Duties and Responsibilities:
The Campus Assistant is an important role assisting in the provision of professional and comprehensive services for the University. A high priority is given to the creation of effective working relationships between the post holder and other contacts in the University as appropriate.

The post holder will demonstrate professionalism, technical competence, good interpersonal and networking skills and the ability to work independently as well as within a team. The post holder will at all times operate within established University regulations and procedures. S/he will need understanding of and be committed to the success of a large, complex University.

The principal duties and responsibilities of the post holder will include the following areas:

1. Key Activities
Delivery of high quality customer focussed services at the front line and to e-learners. Continuity of service will require flexibility of approach and ability to prioritise tasks
To provide University reception, advice, support, course…