User Experience Shift Leader

TN United Kingdom; Nottingham; On-site; GBP 26,000 - 28,000; Full time

Job summary

An innovative institution seeks a User Experience Shift Leader to enhance library services during overnight hours. This role involves leading a team, ensuring a welcoming environment, and delivering exceptional customer service to a diverse audience. Ideal candidates will bring creativity, adaptability, and a passion for helping others. If you thrive in dynamic settings and are committed to personal development, this opportunity is perfect for you. Join a forward-thinking organization that values diverse experiences and fosters an inclusive culture.

Qualifications

• Experience in customer-facing services, preferably in retail or hospitality.
• Ability to coach and develop others to meet user needs.

Responsibilities

• Lead the delivery of high-quality Library services overnight.
• Ensure a responsive and effective user experience for library users.

Skills

Customer Service

Effective Communication

Problem-Solving

Team Leadership

Job description

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User Experience Shift Leader, Nottingham

Client: Nottingham Trent University

Location: Nottingham, United Kingdom

Job Category: Other

EU work permit required: Yes

Job Reference:

246bdd23939e

Job Views:

5

Posted:

05.05.2025

Expiry Date:

19.06.2025

Job Description:

Think you know libraries? Think again.

Doing things differently.

"We are the service to go to for help, advice, and support"

User Experience Shift Leader

Grade E £26,000 - £28,000 per annum (pro rata) plus 20% shift allowance for hours worked overnight

Overnight position with 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, acting as a point of escalation, and working closely with Security colleagues to maintain a safe and welcoming study environment.

What you’ll bring

Are you friendly, empathetic, and caring, with a passion for helping others and providing excellent customer service? Do you maintain positivity and enthusiasm throughout your shift? With a customer service background and effective communication skills with diverse audiences, you will have experience contributing to high-quality, customer-facing services.

You should be creative, self-motivated, adaptable, and possess a ‘can-do’ attitude. Effective communication, a determination to exceed expectations, and an innovative approach to problem-solving are essential.

You will be committed to personal development and capable of coaching and developing others to meet current and future user needs. Demonstrating a role model in supporting a fairer, more inclusive workplace culture is important.

We value diverse backgrounds and lived experiences that reflect our users. Relevant experience could come from service sectors like retail or hospitality, even if you haven't worked in an academic library before. If you have skills and experience in delivering customer-focused services within a culture of continuous improvement, we want to hear from you.

Please note: This is an overnight position on a 52-week contract, based at our City site. Working hours vary between 21:00-08:30 during undergraduate term time and 10:00-19:00 on weekends during summer. The role includes 52 hours of flexible contact time annually for catch-ups with your line manager and colleagues. Some Bank Holidays and University Closure Days may be required.