Durham University
Customer Services Co-ordinator: Buildings
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The University
At Durham University we are proud of our people. A globally outstanding centre of educational excellence, a collegiate community of extraordinary people, a unique and historic setting – Durham is a university like no other. Across the University we have a huge variety of roles and career opportunities, which together make us a large and successful community, which is a key hub of activity within our region and nationally. Whether you are at the very start, middle or end of your career, there is a role for you. We believe everyone has their own unique skills to offer. We would be thrilled if you would consider joining our thriving University. Further information about the University can be found here. Find out more about the benefits of working at the University and what it is like to live and work in the Durham area on our Why Join Us? - Information Page.
The Role and the Department
You will provide an excellent stakeholder experience for our diverse and supportive community. This role is key to liaison between the University Library and Collections (ULC) department and the University’s Estates and Facilities, and Health and Safety teams. You will be a first point of contact for matters relating to ULC buildings and Health & Safety. Duties include proactive identification, reporting, and active progression of building maintenance works; stakeholder management; coordinating access to our buildings for contractors; accurate record keeping; data reporting; support the management of our spaces; providing training and support to colleagues; writing procedures and completing risk assessments.
You will contribute to projects, attend health and safety committee meetings, regularly monitor and make sure of compliance with health and safety guidelines to contribute to the best possible experience for our users, colleagues and visitors.
Location: You will initially be primarily based at Bill Bryson Library and Palace Green Library and expected to attend all the University Library and Collections locations. These currently include Bill Bryson Library, Palace Green Library, the Oriental Museum, 5 The College, and an offsite store. You will be expected to rotate your work shifts at these sites as necessary, and sometimes expected to attend a site at short notice during your working day. You will work in close partnership with our other CS Coordinator (Buildings), as well as with colleagues and stakeholders across the department.
Working pattern: The expected weekly shift pattern is Monday to Friday, usually 8/8.30am-4/4.30pm. Evening, weekend and bank holiday shifts may occasionally be required up to 8pm.
Working at Durham
A competitive salary is only one part of the many fantastic benefits you will receive if you join the University:
- You’ll receive 27 days annual leave per year in addition to 8 public holidays and 4 customary days per year - a total of 39 days. The University closes between Christmas and New Year.
- No matter how you travel to work, we have you covered. We have parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies.
- You can access exclusive discounts via our benefits portal including money off at supermarkets, high street retailers, IT products such as Apple, eating out and days out at various attractions.
- Our on-site nursery is rated Outstanding by Ofsted, and you can access holiday camps for children aged 5-16.
- We provide wide-ranging health and wellbeing support including discounted membership for our state-of-the-art sport and gym facilities and access to a 24-7 Employee Assistance Programme.
- We offer all staff the opportunity to take part in volunteering activities to make a difference to the local community.
- Our family friendly policies, including maternity and adoption leave, are among the most generous in the higher education sector (and likely above and beyond many employers).
- If you are keen on advancing in your role or career, we have a genuine passion for developing our colleagues from qualifications to IT skills, courses and apprenticeships.
- We offer generous pension schemes with varying contribution amounts to help you plan for your future.
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Discover more about our total rewards and benefits package here.
Durham University is committed to equality, diversity and inclusion
Our collective aim is to create an open and inclusive environment where everyone can reach their full potential and we believe our staff should reflect the diversity of the global community in which we work. As a University equality, diversity, and inclusion (EDI) are a key part of the University’s Strategy and a central part of everything we do. We also live by our values and our Staff Code of Conduct. At Durham we actively work towards providing an environment where our staff and students can study, work and live in a community which is supportive and inclusive.
We welcome and encourage applications from members of groups who are under-represented in our work force including people with disabilities, women and black, Asian and minority ethnic communities. If you have taken time out of your career, and you feel it relevant, let us know about it in your application. If you are a candidate with a disability, we are committed to ensuring fair treatment throughout the recruitment process. We will make adjustments to support the interview process wherever it is reasonable to do so and, where successful, reasonable adjustments will be made to support people within their role.
What you need to demonstrate when you apply/Person Specification
When you apply it is important that you let us know what skills/experience you have from a similar role and/or what skills/experience you have which would make you right for this role. Further information about the role and responsibilities is at the end of this job description. Where a criteria has an asterisk* next to it, it may be given additional weighting when your application is considered.
Your application should cover the following criteria:
Essential Criteria
Qualifications/Experience
- Five GCSEs at least Grade C or level four (or equivalent) including English Language and Mathematics or a Post-16 qualification or equivalent experience.
- Experience in a similar role or environment.
- Experience of working collaboratively with other team members to ensure the delivery of high-quality services.
- Experience of understanding of the impact of your work on the user experience
Skills/Abilities/Knowledge
- Excellent spoken and written communication skills and the ability to develop effective working relationships, both internally and externally.*
- Strong digital competence across a range of digital devices and apps including digital communication tools, Microsoft 365 applications.
- Excellent customer service skills*
- Industry or professional knowledge relevant to the role supported by relevant courses or certification for example IOSH Managing Safely
- Ability to solve problems yourself and as part of a team and plan appropriate solutions.*
- Ability to contribute to operational planning activities
- Ability to participate in networks to share and discuss good practice and exchange information.
- Committed to continuing professional development.
- Flexible approach to working patterns as needed by the role.
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Desirable Criteria
- Experience of working in a customer facing role.
- Experience of project planning and management.
- Experience of delivering training to colleagues.
- Portable Appliance Testing qualification.
How to apply
To progress to the assessment stage, candidates must evidence each of the essential criteria required for the role in the person specification above. Where there are desirable criteria we would also urge you to provide any relevant evidence. Please don’t forget to check if there is any weighted criteria (see above).
While some criteria will be considered at the shortlisting stage, other criteria may be considered later in the assessment process, such as questions at interview.
Submitting your application
We prefer to receive applications online. We will update you about your application at various points during the process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to ensure you receive all emails
What you are required to submit:
- A CV
- A supporting statement which shows examples of how you meet all of the criteria within the Person Specification. Include a short paragraph to explain why you are interested in this role. Please write concisely, as this statement contributes towards evidence of written communication skills.
Contact details
If you would like to have a chat or ask any questions about the role, Maria Carnegie would be happy to speak to you or answer questions by email. Contact: maria.a.carnegie@durham.ac.uk
Typical Role Requirements
Service Delivery
- Contribute to equality, diversity and inclusion, and the University’s values.
- Respond to queries and provide information/advice, while raising more specialist or complex queries with more experienced team members.
- Use your experience and problem-solving skills to investigate and resolve issues relevant to your role and make recommendations based on your findings.
- Monitor and analyse the use of equipment and resources to ensure efficiency and report your findings to senior colleagues.
- Continually review what is required from staff, students and others who you work with to make sure the best possible service is provided.
- Monitor feedback on the services provided by the Customer Services team and identify changes that will improve the service level that is provided and compliance.
- Ensure that information used to analyse the service being delivered is accurate and provide reports and analysis of patterns and trends to senior colleagues.
- Prepare reports for consideration by senior managers.
- Support the welfare of our students and refer them to appropriate support services when necessary.
Planning and Organising
- Plan and organise own workload to deliver the role.
- Organise and schedule assigned resources, activities and events e.g. furniture delivery, servicing.
- Monitor processes and activities to ensure team priorities are met.
- Help manage and coordinate deliveries, contractor visits, events and other activities.
Teamwork
- Provide specialist support and
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