Customer Services Co-ordinator

Job Description - Customer Services Co-ordinator (26001411)

Customer Services Co-ordinator

University Library and Collections

Grade 5: £15,126.71 - £16,820.97 which is pro rata the full time salary of £27,865 - £30,986

Open-Ended/Permanent - Full Time

Contracted Hours per Week: 19

Working Arrangements: To be agreed locally by department

Closing Date: 15-Nov-2026, 11:59:00 PM

Disclosure and Barring Service Requirement: Not Applicable.

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

The Customer Services Team is part of University Library and Collections (ULC). We provide front-line (face to face and virtual) customer, visitor and enquiry services across our department. This includes visitor services at our museums and visitor attractions: Palace Green Library, Oriental Museum and Durham Castle, as well as user services in our Libraries and study spaces, 7 days a week, including 24/7 term-time opening during our busiest periods.

Customer Services Co-ordinators are essential to the development and provision of specialist library services to students and academics. They co-ordinate the day-to-day operations of the library and have specialist areas of responsibility which include a highly responsive enquiry service, social media, user experience, digitisation (making resources available to support reading lists, teaching and research activity), disability support, online support, circulation operations (ensuring physical items are available for loan, responding to resource requests, supporting learning and research activity), as well as being involved in wider service delivery. While working on site in the role as duty co-ordinator, they take responsibility for any escalated issues, decision making, process reviews, etc. triaging, trouble shooting and problem-solving issues as they arise, especially in evenings and at weekends

Customer Services Co-ordinators have responsibility for line-management, work allocation, training and oversight of colleagues within the wider Customer Services team (Customer Services Assistants, Information Assistants and Library Assistants), and associated services, delivered across multiple sites.

The Customer Services Co-ordinator team work Monday to Sunday, working early morning, day and evening shifts as part of a standard rota, typically covering between 7.45am and 8pm, including bank holidays. As our services are delivered across multiple sites, there is an expectation that the successful candidate will be available to work at any University Library and Collections site as service demands.

The planned shift pattern for this role includes evening and weekend shifts every week.

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 [pro rata].
• 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.

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

1. Five GCSEs at least Grade C or level four (or equivalent) including English Language and Mathematics or a Post-16 qualification or equivalent experience.
2. Relevant experience in a Customer Services role or environment. *
3. Experience of working collaboratively with other team members to ensure the delivery of high-quality services. *
4. Experience of leading a team, project or work area

Skills/Abilities/Knowledge

5. Excellent spoken and written communication skills and the ability to develop effective working relationships, both internally and externally.
6. Strong digital competence across a range of digital devices and apps including internet, email, digital communication tools, Microsoft 365 applications, digital booking system, social media applications, project planning, and the ability to learn new systems.
7. Committed to continuing professional development to enhance skills and expand knowledge.
8. Ability to solve problems yourself and as part of a team and plan appropriate solutions.
9. Ability to participate in networks to share and discuss good practice and exchange information.
10. Ability to contribute to operational planning activities.
11. Flexible Approach to working patterns which will include a commitment to early morning, evening and weekend working as the University demands.

Desirable Criteria

• Library or professional knowledge relevant to the role supported by relevant courses or certification.
• Experience of supervising a team, including line management, performance management and allocation of tasks.

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

Contact details

If you would like to have a chat or ask any questions about the role, Katharine Davidson-Brown, Library Customer Services Manager, would be happy to speak to you. J.k.davidson-brown@durham.ac.uk

Typical Role Requirements

Service Delivery

• Contribute to equality, diversity and inclusion and the University’s values.
• Supervise the implementation of changes to procedures and practices relating to your service area.
• 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.
• Enhance Durham University’s reputation by providing support to the running of internal and external outreach activities.
• Monitor and analyse the use of Library and Collections services to ensure efficiency and report your findings to senior colleagues.
• Continually review what is required from service stakeholders to make sure the best possible service is provided.
• Ensure that information used to analyse the service being delivered is accurate and provide reports and analysis to senior colleagues.
• Ensure that data and information is accurate and share reports with internal networks.

Planning and Organising

• Plan and organise your workload and the activities of other team members to deliver the role.
• Organise and schedule assigned resources, activities and events.
• Contribute to planning the operational priorities of your team and make suggestions to senior colleagues on how to improve the service.
• Monitor processes and activities to ensure team priorities are met.
• Help manage and coordinate events, campaigns, and other activities

Teamwork and Team Development

• Supervise and delegate tasks to other members of the team and make sure that they are completed.
• Explain systems and procedures to new starters and provide specialist advice and guidance (including any training) to help less experienced team members carry out their role.
• Contribute to performance review processes by providing feedback on individual and team objectives and expectations, considering any development needs.
• Provide specialist support and advice to team members.
• Make changes to the services provided by your team in discussion with other team members.
• Identify opportunities and contribute to decisions on how to improve services being delivered by the team.
• Seek feedback from service stakeholders on their requirements for your service and recommend improvements to senior colleagues.

Communications/Liaison

• Update and apply changes to processes and procedures.
• Use your knowledge and expertise to provide advice and guidance to resolve problems and respond to a wide range of queries.
• Create good working relationships with other team members and anyone else that you come across as part of your role to work together on joint activities.
• Liaise with contacts both internally and externally to ensure that services are being delivered in an efficient and collaborative way
• Record information such as feedback and usage data and share with internal partners.
• Create good working relationships with internal and external partners and suppliers to work together on joint initiatives.
• Build relationships with contacts to share good practice and exchange information.
• Use creative and engaging ways to communicate and promote information about Library and Collections services to your stakeholders.
• Provide induction for new members of staff and service users
• Any other reasonable duties.

Please note that in submitting your application Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement Job Applicants/Potential Job Applicants - Privacy Notice which provides information on the collation, storing and use of data.

Durham University is a UKVI sponsor. Applicants who require sponsorship to work in the UK should note that not all roles are eligible. Further information on visa requirements and eligibility can be found on the UKVI website.

We welcome applications from candidates with disabilities, neurodiversity and long-term health conditions, and we are committed to ensuring fair treatment throughout the recruitment process.

We will make adjustments to support the recruitment and interview process wherever it is reasonable to do so and, where successful, adjustments will be made to support people within their role.

If you are unable to complete your application via our recruitment system or would like to discuss any reasonable adjustments to support you in the application process, please get in touch with us on e.recruitment@durham.ac.uk

If you have any issues logging in or creating an account, please get in touch with us on e.recruitment@durham.ac.uk