Customer Services Co-ordinator (Visitor Attractions)

at  Durham University

Customer Services Co-ordinator (Visitor Attractions) (Job Number: 24001040)
University Library and Collections
Grade 5: - £25,742 - £28,759 per annum
Open-Ended/Permanent - Full Time
Contract Duration: Open ended
Contracted Hours per Week: 35
Working Arrangements: To be agreed locally by Department
Closing Date: 07-Jul-2024, 5:59:00 PM
Disclosure and Barring Service Requirement: Not Applicable.

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:

QUALIFICATIONS/EXPERIENCE

1. Experience in a front-line customer services environment *
2. Experience of working collaboratively with other team members to ensure the delivery of high-quality services.*
3. Experience of supervising a team
4. Experience of answering enquiries and providing information
5. Experience of data gathering and reporting.
6. Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics or a Post-16 qualification or equivalent experience.

SKILLS/ABILITIES/KNOWLEDGE

1. Excellent spoken and written communication skills and the ability to develop effective working relationships, both internally and externally.
2. Strong digital competence across a range of digital devices and apps including ticket booking systems, social media, websites, Microsoft 365 applications, Sharepoint.
3. Industry or professional knowledge relevant to the role supported by relevant courses or certification eg a customer service qualification, Welcome Host,
4. Committed to continuing professional development.
5. Ability to solve problems yourself and as part of a team and plan appropriate solutions.
6. Ability to participate in networks to share and discuss good practice and exchange information.
7. Ability to contribute to operational planning activities.

THE ROLE AND DEPARTMENT

This is a great opportunity to work in our amazing museums and UNESCO World Heritage Site buildings. Our Customer Services Coordinators (Visitor Attractions) are essential to ensuring our visitors are provided with an excellent, memorable visitor experience and managing our Visitor Services Assistants and volunteers. You will be customer focused and confident speaking with people, sharing information and answering enquiries. Activities will include visitor experience, retail operations, social media, scheduling, event booking, recruitment, data reporting, events and activities.
You will be proactive in ensuring the safety and security of our visitors, collections and our buildings in which we work. You will support events such as exhibition openings, school visits and community engagement activities. You will have responsibility for recruiting, training, scheduling, monitoring and supervising our staff and volunteers to ensure excellent service delivery. You will be part of the front-line service team, and spend regular time on the Welcome Desks, as well as responding to email and online enquiries.
You will work across our different venues and sites; primarily at the Oriental Museum and Palace Green Library, which is home to the World Heritage Site visitor centre, Cosin’s Library, the Museum of Archaeology and the Castle. As part of the Customer Services team, you will work collaboratively and support wider customer services operations as needed, including the University Library.
Visitor Services is part of the Customer Services team within the University Library and Collections (ULC) department, leading on customer experience across our libraries and visitor attractions. ULC provide spaces, collections, expertise and services (in person and online) across our collections, museums, libraries and archives; supporting education, research, the wider student experience, cultural, engagement and educational outreach.
This is a full-time, all year post. There is some opportunity for hybrid working, although the expectation is for the greater part of your work to be onsite. Your contract will be to work 5 days in 7, with a regular weekend day. Your core working hours will be c.8.30/9am to 4.30/5pm. Flexibility to work occasional evenings to support week late night opening and evenings is required. Some Bank Holiday working will be expected.
Further information about the role and the responsibilities is at the bottom of this job description.