ROLE DESCRIPTION. 1. ROLE TITLE: Customer Services Manager (HRMS/10103)

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1 ROLE DESCRIPTION 1. ROLE TITLE: Customer Services Manager (HRMS/10103) 2. DEPARTMENT: Learning and Information Services (LIS) 3. DATE: March ROLE PURPOSE: To be responsible for the development of a converged IT and Library Helpdesk. To play a key role in future Helpdesk developments and other initiatives within the Department. To assist in the implementation and development of RFID (Radiofrequency identification) systems to manage stock. To manage user comments and address issues raised in student surveys and other feedback mechanisms. To represent the Department at meetings and seminars promoting the support function of the Helpdesk. 5. BACKGROUND INFORMATION: Learning & Information Services was formed in early 2007 from Learning Resources (Library, Media & Print) and CIT Services (IT, Networks & Phones). 6. WORK PERFORMED AND/OR KEY RESULT AREAS: 6.1 Communication and Networks Daily interaction with students, academic staff at all levels and other support departments within the University e.g. MIS, Registry, Student Support and Guidance, HRMS. Communication may be face-to-face, by phone or in writing on matters relating to IT problems reported, system developments and in relation to change management. The post holder will chair the Helpdesk and Counter Services meetings, and will attend the LIS Forum, Student Services Committee, National Student Survey Implementation Group and will deputise for the Deputy Director at other meetings as required. External liaison with other Higher Education library and IT services and other organisations e.g. UCISA (Universities and Colleges Information Systems Association), Supportworks User Group, Service Desk Institute on current trends and developments, problem solving and sharing of best practice. Less frequent liaison with contractors, suppliers, professional bodies and other external organisations on matters relating to procurement and system development.

2 Frequent communication with users on LIS systems and policy, updates in a variety of formats i.e. written and oral via Helpdesk self-service portal and systems. Regular communication with LIS staff on more complex or technical matters e.g. instructions for implementation of new systems. Plays a key role in the effective cross-referral of enquiries and problems within the department to ensure prompt response and resolution. Works on the Heldpesk to ensure policies and procedures are appropriate. Produces reports and other management information on a regular basis based on the operation of customer services functions to inform management decisions. Liaises with other teams within the Department e.g. desktop team, AV team to develop services and resolve issues. 6.2 Service Delivery The post holder is responsible for the delivery of front line Helpdesk functions for all Learning and Information Services users at all University campuses and for identifying appropriate service standards and operational targets to meet user needs. The post holder is proactive in developing the service by spotting trends in the use of the service and anticipating changes in patterns of usage and making adjustments as necessary to cope with changes. To manage user comments and address issues raised in student surveys and other feedback mechanisms. The post holder will play a key role in the promotion of services across the institution and within the wider HE network. To ensure that issues raised in student surveys and other feedback mechanisms are addressed in a timely manner. To monitor and review use of learning spaces to ensure we meet student need. Liaises regularly with other site managers to ensure consistent service delivery across sites and to identify issues. 6.3 Decision Making and Problem solving The post holder will report to the Deputy Director: Academic and User Services and provide data and statistical reports to inform decisions on future priorities and projects, for example data on patterns of usage might influence changes in opening hours. The post holder is expected to make decisions on day-to-day policies and procedures seeking solutions to problems which occur within the role. The post holder is expected to assess incoming problems and give priority to critical problems e.g. a University wide problem with would be designated high priority. The post holder would be expected to liaise with colleagues to resolve critical problems immediately.

3 The post holder works closely with other members of LIS to inform decision-making but will be expected to work on their own initiative and make independent decisions based on the information available as appropriate. 6.4 Planning and Organising Resources The post holder will assist the Deputy Director: Academic and User Services in operational planning of the team. The post holder line manages the Helpdesk Team leaders and and supervises all helpdesk staff on a day-to-day basis. The post holder will plan and organise their own work to agreed objectives and will plan and prioritise to ensure that all service points are suitably staffed. The role will involve planning, implementing and reviewing LIS projects within agreed time frames and budgets. Assists the Deputy Director in delegating, monitoring and reviewing tasks to ensure efficient workflow across the team. Plays a proactive role in supporting university-wide developments. 6.5 Analysis and Research The post holder will be required to analyse, interpret and report complex data from helpdesk and library systems and to advise LIS managers accordingly. A proactive role in identifying trends and patterns to inform service development is fundamental to the role. Investigative and research skills required to develop and implement new services e.g. new helpdesk software, development of virtual enquiries services. Monitoring, evaluating and reporting on performance against targets, and where appropriate, making recommendations for improvement and setting priorities. 6.6 Work Environment / Physical Effort The post holder will work in an open access setting with individual workstation and PC in a private office. 6.7 Team Development Deputises for the Deputy Director: Academic and User Services attending meetings when required. Liaises daily with Helpdesk Team Leaders to ensure service points are suitably staffed. Participates in staff recruitment, staff induction, staff development interviews and staff development activities across the department, providing necessary documentation to support these activities. Leads regular team meetings and initiates one-to-one meetings where appropriate. Involvement in the training and development of LIS Helpdesk staff to ensure quality service delivery.

4 6.8 Teaching and Learning Support Develop and deliver training/guidance either verbally, written or within training workshops as appropriate to wider university staff and students in relation to use of Helpdesk software and LIS self-service systems. Participation in University induction programmes for staff and students. 7. PERSON SPECIFICATION (KNOWLEDGE AND EXPERIENCE): Qualifications Honours Degree ITIL Foundation qualification is desirable but if not held must be achieved within 2 years of appointment Degree at Masters level is desirable Specific Experience A minimum of two years experience in a helpdesk/service desk including user support, preferably in an IT or Library environment Experience with helpdesk software Experience of developing staff setting Other attributes Good interpersonal skills Ability to work under pressure Planning and service development skills Flexible approach to work Ability to manage change Strong IT skills

5 PERSON SPECIFICATION Post Title & Department: LIS: Customer Services Manager Criteria Qualifications: Honours Degree ITIL Foundation Masters Degree OR Method of identification (i.e. application form, interview, test) Selection Panel use this section to match your skills and abilities to the criteria outlined Application Application Application Proven Experience: Minimum of 2 years working on Helpdesk/Service Desk Minimum of 2 years working in Library or IT environment Minimum of 2 years supervising staff Knowledge, skills and abilities: Strong IT skills Experience of helpdesk software Ability to manage change Planning and service development skills Other Attributes: Good interpersonal skills Good documentation skills Ability to work under pressure Flexible approach to work Interview Interview Interview Requirements are those, without which, a candidate would not be able to do the job. Applicants who have not clearly demonstrated in their application that they possess the essential requirements will normally be rejected at shortlisting stage. Requirements are those that would be useful for the post holder to possess and will be considered when more than one applicant meets the essential requirements.

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7 UNIVERSITY OF CHESTER TERMS & CONDITIONS OF EMPLOYMENT LEARNING AND INFORMATION SERVICES CUSTOMER SERVICES MANAGER SALARY SCALE University Scale OS 9, points 31 34, 30,870-33,734 per annum, payable monthly. HOURS OF WORK 36.5 hours to be worked as follows: Monday Thursday Friday 9.00am 5.30pm 9.00am 4.30pm (Less 1 hour lunch break each day) A flexible approach to work will be required as there may be occasions when it would be necessary for you to work additional hours as dictated by the workload. One evening and early morning duty may be required. LIS operate a flexi-time scheme. HOLIDAY ENTITLEMENT 22 days per annum (pro-rata during the commencement and cessation years), rising to 27 days after five years' continuous service. Two extra statutory days per annum during the Christmas period. PROFESSIONAL CONTRACT The successful applicant may opt to be employed on a professional contract. Those employed on professional contracts have a holiday entitlement of 35 days per annum. As a minimum they are expected to be present during the core hours of the role, as outlined above, and they are not entitled to participate in the department s flexi-time scheme. MEDICAL EXAMINATION Successful candidates will be required to complete an Occupational Health questionnaire, and may be required to undergo a medical examination. ESSENTIAL CERTIFICATES Short-listed candidates will be asked to bring to interview, proof of qualifications as outlined on the Job Description and Person Specification provided. Upon appointment, copies of essential certificates will be required by HRM Services. PENSION SCHEME University of Chester is an admitted body to the Cheshire County Council local government pension scheme. All support staff are eligible for membership of the scheme, and upon appointment, will be asked to indicate whether or not they wish to join the scheme. EQUAL OPPORTUNITIES University of Chester has a policy of equal opportunity aimed at treating all applicants for employment fairly. SMOKING POLICY University of Chester operates a No-Smoking policy. PROBATIONARY PERIOD A nine month probationary period applies to all University posts.

8 CLOSING DATE Completed application forms should be returned to HRM Services, University of Chester, Parkgate Road, Chester, CH1 4BJ, no later than Wednesday 4 th May 2011 at 12 noon quoting reference number HRMS/10103.