Information Support Assistant - Customer Service (Evening Shift)

Salford - Peel Park Campus

Directorate of Student Success, Administration & Support

Full Time Permanent

Mon - Fri, 1PM - 9PM

A bit about the Library Services Team…

The Library Services team provides high-quality learning spaces and excellent frontline support to students, aiming to create a sense of belonging at the University. Library Services are responsible for the delivery of services including access management, lending, and returning of books and laptops, enquiry services, and for the management and development of libraries and learning spaces across the campus.

We make every contact count: finding the right answers, connecting students to different services, and looking for the best solutions to problems. And we encourage talking! Our team builds rapport with our service users, cultivating an inclusive Library community where students can be themselves and feel supported. We aim to ensure that all students have a positive, vibrant, and engaging experience whenever they use our service.

So, what will the role involve?

We are seeking an exceptional candidate with the skills and personal attributes to deliver excellent customer services as part of the Library Services Team. As an Information Support Assistant, your responsibilities will include:

• Responding to enquiries including making space bookings, access to print and electronic resources, and the loan and return of library laptops, including directing users to other services and resources provided by the University.
• Promoting library services and programmes to service users and assisting with outreach and engagement activities.
• Proactively engaging with users to build a library community where students can be themselves and feel supported.
• Monitoring the use of library spaces and services and dealing with any challenging behaviour in accordance with library policies and procedures.

You will be expected to:

• Support students on their learning journey and make a difference to their life here at the University of Salford.
• Build relationships with students, anticipating and meeting their needs even where they cannot clearly articulate what these are.
• Be confident in dealing with challenging behaviour including but not limited to, inappropriate language, and non-compliance with library policies and procedures
• Learn new systems and skills as our service is constantly evolving and changing

There is more information about the duties and responsibilities of this role in the person specification linked below.

If you are passionate about providing exceptional customer service and have experience of working in a customer service environment, we encourage you to apply for this role.

If you’ve got further questions, please contact the hiring managers, Ben Holmes [email protected] and Thomas Edwards [email protected] for a chat.

We’re continually looking to improve our recruitment processes to ensure they’re fair and inclusive. We’d like to complete an application review of this vacancy, and we’re hoping we can include your data.

Participation is optional - we’ll ask you to opt in or out in your application.

If you take part, this review won't affect your application.

It can take place approximately up to 6 months after the closing date. Your data would only be shared in a small group of authorised colleagues, and will help us monitor inclusivity, reduce unconscious bias, and create better experiences.