Weekend Customer Service Supervisor

University-of-Salford; Salford; On-site; GBP 15,000 - 21,000; Part time

Benefits offered by this job

Competitive salary

32 days annual leave

Flexible working

Professional development

Community and belonging

Job summary

University of Salford is seeking a Weekend Customer Service Supervisor to support the Library Services Weekend Team at Clifford Whitworth Library. The 21-hour per week, on-campus role covers Friday to Sunday, with standard hours 11am–7pm and occasional early starts or late finishes to cover absences.

You will manage customer service standards, act as escalation point, coordinate weekend tasks, and work with Security and fellow teams to deliver a calm, helpful, and responsive service.

Responsibilities

• Provide a consistently high level of customer service and support the Library Services Weekend Team in delivering agreed service standards, query response times and a welcoming experience for students and colleagues.
• Act as a point of escalation for behaviour-related or challenging situations, responding calmly and professionally, de-escalating where appropriate and liaising with Security colleagues and Customer Service Team Leaders when follow up is required.
• Coordinate day-to-day weekend tasks and priorities, including delegating activity, supporting colleagues to manage workload and identifying any barriers to effective service delivery.

Job description

Opportunity Overview

The Weekend Customer Service Supervisor will be responsible for supporting the Weekend team in the day-to-day operations of Library Services in the Clifford Whitworth Library during weekends. This includes acting as an escalation point for the team, liaising with Security colleagues when needed, ensuring the delivery of excellent customer service and working collaboratively towards the continual improvement of Library Services.The role requires someone who can work well as part of a team, stay calm and resilient under pressure, and respond confidently to challenging situations. They will need strong organisational and interpersonal skills, a flexible approach, and the ability to support colleagues in delivering consistent, high-quality customer service.

Due to the nature of this role the post holder will required to work on campus. This is a part-time role of 21 hours per week and covers Friday, Saturday, Sunday. The standard hours are 11am – 7pm, however flexibility will be required to cover between 8am – 9pm when there are absences to maintain service.

Please note this advert may close early if we receive a high volume of applications

Key Responsibilities

• Provide a consistently high level of customer service and support the Library Services Weekend Team in delivering agreed service standards, query response times and a welcoming experience for students and colleagues.
• Act as a point of escalation for behaviour-related or challenging situations, responding calmly and professionally, de-escalating where appropriate and liaising with Security colleagues and Customer Service Team Leaders when follow up is required.
• Coordinate day-to-day weekend tasks and priorities, including delegating activity, supporting colleagues to manage workload and identifying any barriers to effective service delivery.

For a full list of responsibilities please see the Job Description

About the department

Welcome to the Library, Careers & Skills – a place to learn and share ideas, a virtual hub for research and discovery, a team of friendly faces delivering excellent customer service, and a community of experts playing an important role in teaching, learning, research and enterprise at Salford. We are innovative, open, collaborative, and people-centred. Our focus is to help our students get the very most out of their Salford journey, in support of the University’s purpose: “Innovating to enrich lives.” Across our teams, we manage study spaces and technology, provide access to print and online resources for learning and research, and help our researchers to share their work with the world. We’re also responsible for working collaboratively with academics to develop students’ learning and employability.

What's in it for you?

• Competitive salary - and excellent pension scheme
• An impressive 32 days leave - plus bank holidays, additional time off at Christmas and the opportunity to buy even more!
• Flexible working - we support a culture of flexible and agile working to help you find the right balance
• Professional development - we offer a comprehensive package of training and development opportunities to help you achieve your full potential

• Our community - there's a real sense of belonging here at Salford. We value diversity, in backgrounds and in experiences. Our difference makes us stronger, and together we share a passion for improving students' lives