Job Description

Kingston upon Thames KT1 2EE, UK

\xc2\xa315 per hour

Permanent

Admin, Customer Service, Education

05/09/2023

Kingston University are now recruiting for a Customer Services Assistant!

Customer Services Assistant \xe2\x80\x93 Information Services \xe2\x80\x93 Overnights

Location: Kingston-upon-Thames, KT1 2EE
Salary: \xc2\xa315 per hour
Contract: Full Time, Permanent, 37 hours

We understand the hours of this role are unsociable and as such we are more than happy to work with you to find a working pattern that suits you.

Kingston University Services Company (KUSCO) provide a comprehensive repair and maintenance service for systems, plant and equipment on Kingston University sites.

The hours of this role are unsociable, we provide a service between the hours of 5pm \xe2\x80\x93 8am the following morning.

Customer Services Assistant \xe2\x80\x93 The role:

You will work as part of a team providing a safe, secure and supported environment for all users of the library overnight.

You will work in our overnight operation across a 5-day-a-week rota and cover our Penrhyn Road Campus, this position involves a significant amount of contact with students, library staff and other users of the university facilities.

The Town House building is a high-profile award-winning building which draws many visitors who come to attend events, use the caf\xc3\xa9, and explore our exhibitions and the architecture.

You will be representing the University whilst working in this flagship building and each of the other library buildings 4 in total.

As our Customer Services Assistant you will also be responsible for:

• Always maintain a high standard of customer care and politeness to students and staff.
• Staff on duty must actively check that all visitors have valid KU ID cards before they are admitted into the Library during Custodian / Night Opening after a set time of the evening.
• The ID of students already in the building is to be checked during the night opening.
• Ensuring the health and safety of Library users by ensuring that emergency escape routes are kept clear and there are no tripping hazards caused by laptop leads, etc.
• Reporting any health and safety concerns to KU Security by radio or phone (or daytime staff via handover form) staff as appropriate according to the level of seriousness
• KU Security will aim to do three patrols of the building before midnight and three after midnight (if they are not dealing with emergencies elsewhere on the University estate) \xe2\x80\x93 please ensure you do a buddying patrol with security on one of the patrols before and one after midnight.
• Following guidelines for the evacuation of the library in the event of the emergency alarm sounding
• Help students with general library enquires and record more specific enquires (inc student details) for the day team to assist with.
• Logging building issues in handover documents
• \xe2\x80\x98Headcounts\xe2\x80\x99 to be carried out when at agreed set times.
• Regular roving of the building throughout the night
• Last hour of shift: Ensure the library is tidied i.e., books, chairs & furniture are returned to their original locations and ready for the next day.

In order to be successful in our Customer Services Team Leader role you must have:

• Experience in frontline customer-facing work.
• \xe2\x80\x98A\xe2\x80\x99 Levels or equivalent.
• Experience in supporting users of providing a good quality of customer service.
• Experience in delivering high-quality customer service.
• Good general IT skills and understanding, Microsoft office.
• Good oral and written communication skills with the ability to stay calm under pressure and negotiate / de-escalate difficult situations.

If you feel you have the skills and experience to be successful within this role, apply now!

No agencies please.

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