Customer Support Manager

Employer:	University of Salford
Location:	Salford
Salary:	£37,012 - £44,166
Published Date:	7 Sep 2012
Status:	Grade: 8, Permanent, Part Time
Ref:	1263298

Job Description

The Library

Customer Support Manager, Job Ref: 1263298

Grade: 8, Permanent, Part Time

Salary: £37,012 - £44,166

The Customer Support Manager will oversee all services contributing to the running and management of Enquiry Desks located in all four libraries. The Library Enquiry Desks are a busy front line service with responsibility for handling problems and queries on any of the services offered by the Library as well as any IT services used by customers in Library spaces.

The role holder will also be responsible for the front facing circulation and access services and be expected to contribute to the ongoing strategic development of these services. Working with colleagues within and outside the Division you will bring about advances in system integration and process improvement.

You will play a leading role in defining requirements (from a user perspective) for the implementation and future development of student facing support desks as well as contribute to the Divisions work on maintaining the Customer Service Excellence award.

Additionally you will be expected to manage, direct and develop a team, which will deliver consistent high quality customer service, meeting and monitoring our agreed service levels as well as developing a comprehensive portfolio of key performance indicators to measure the quality of the service you are providing.

The role holder will also be expected to lead on developments within the Library Service and look at innovative and creative ways of supporting the users in a constantly changing environment. For example the development of systems and processes to better support distance learners.

This role requires a dynamic person that can be an advocate for change and a driver of cultural development. This involves being a champion of customer service delivery and being accountable for service level KPIs (key performance indicators).

This is a job share opportunity and the working arrangements will be Wednesday PM, and all day Thursday and Friday.

At the University of Salford we are committed to an inclusive approach to promoting equality and diversity. We aim to have a more diverse workforce at all levels of the institution and particularly welcome applications from people from minority ethnic backgrounds and people with disabilities, who are under-represented in our workforce.

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