Assistant Manager: Customer Services

The College 
 
At Durham College we’re pleased with our individuals.  A globally excellent centre of instructional excellence, a collegiate neighborhood of extraordinary individuals, a novel and historic setting – Durham is a college like no different.  

Throughout the College we’ve an enormous number of roles and profession alternatives, which collectively make us a big and profitable neighborhood, which is a key hub of exercise inside our area and nationally.  Whether or not you’re on the very begin, center or finish of your profession, there’s a position for you. We imagine everybody has their very own distinctive expertise to supply.  

We might be thrilled if you happen to would contemplate becoming a member of our thriving College.  Additional details about the College may be discovered right here
 
The Position and the Division 
 

Our museums and customer points of interest welcome 1000’s of individuals throughout the yr; offering house for schooling, studying, analysis and outreach to a variety of stakeholders together with the local people, college students and worldwide guests. The Buyer Companies Staff facilitate a incredible customer expertise throughout our museums, exhibitions, Durham Fortress and World Heritage Web site Customer Centre, in addition to the College library and examine services.

You may be passionate and dedicated to delivering a wonderful customer expertise. You’ll play a key position within the administration, improvement and supply of top of the range front-line customer providers and actions throughout a number of websites over a seven day week. This may embody main on our ‘Issues To Do ’ on-line presence, supporting retail operations in our museum retailers, coordination of help for occasions, supporting the customer expertise in our galleries, and involvement in buildings and assortment safety. You’ll handle, encourage, and develop our customer providers workers and volunteers and can work carefully with our curatorial and studying engagement groups.

That is an thrilling alternative to be a part of our pleasant Buyer Companies Administration Staff, throughout the College Library and Collections (ULC) division. The Buyer Companies Staff present all front-line (face-to-face and digital) buyer, customer and enquiry providers throughout libraries and customer points of interest. We lead on constructing help, well being and security throughout our ULC property and make sure the consumer expertise underpins our work. It is a diverse position, with a number of alternatives to make a contribution as we concentrate on viewers improvement at our customer points of interest.

There may be some alternative for hybrid working. As providers function over 7 days per week there may be expectation of some weekend and night working to help exercise. This submit is obtainable as a hard and fast time period appointment till 27 March 2027 as the present submit holder is being supported with a secondment alternative.

The present submit holder says: “The highlights of this position embody the chance to work in excellent places from a World Heritage Web site to a world class museum, working alongside passionate and pushed individuals who wish to present one of the best expertise to guests and supporting a crew to ship customer support excellence to native and worldwide guests.”

 
Working at Durham   
 
A aggressive wage is just one a part of the numerous incredible advantages you’ll obtain if you happen to be a part of the College: additionally, you will obtain entry to the next incredible advantages:  
 
•    27 Days annual go away per yr along with 8 public holidays and 4 customary days per yr – a complete of 39 days per yr.  
•    Regardless of the way you journey to work, we’ve you lined.  We have now parking throughout campus, a cycle to work scheme which lets you purchase a motorbike and low cost with native bus and practice corporations. 
•    A number of help for well being and wellbeing together with discounted membership for our state-of-the-art sport and fitness center services and entry to a 24-7 Worker Help Programme. 
•    On web site nursery is on the market and entry to vacation camps for kids aged 5-16 all year long. 
•    Household pleasant insurance policies, together with maternity and adoption go away, that are among the many most beneficiant within the increased schooling sector (and certain above and past many employers). 
•    There’s a real dedication to growing our colleagues professionally and personally.  There’s a complete vary of improvement programs, apprenticeships and entry to {qualifications} and routes to develop your profession within the College.  All workers have devoted annual time to focus on their private improvement alternatives.  
•    The chance to participate in workers volunteering actions to make a distinction in the local people 
•    Reductions can be found by way of our advantages portal together with; cash off at supermarkets, excessive avenue retailers, IT merchandise resembling Apple, the cinema and days out at varied points of interest.  
•    We provide beneficiant pension schemes.  

Durham College is dedicated to equality, range and inclusion

Our collective purpose is to create an open and inclusive setting the place everybody can attain their full potential and we imagine our workers ought to replicate the range of the worldwide neighborhood through which we work.   As a College equality, range, and inclusion (EDI) are a key a part of the College’s Technique and a central a part of all the pieces we do.  We additionally dwell by our values and our Workers Code of Conduct.  At Durham we actively work in the direction of offering an setting the place our workers and college students can examine, work and dwell in a neighborhood which is supportive and inclusive. It’s vital to us that each one of our colleagues are aligned to each our values and dedication to EDI. 
 
We welcome and encourage purposes from members of teams who’re under-represented in our work drive together with individuals with disabilities, ladies and black, Asian and minority ethnic communities.  When you’ve got taken day out of your profession, and you are feeling it related, tell us about it in your utility.  In case you are a candidate with a incapacity, we’re dedicated to making sure truthful therapy all through the recruitment course of. We’ll make changes to help the interview course of wherever it’s affordable to take action and, the place profitable, affordable changes might be made to help individuals inside their position.

What it is advisable reveal once you apply/Particular person Specification  
  
If you apply it will be significant that you simply tell us what expertise/expertise you will have from an analogous position and/or what expertise/expertise you will have which might make you proper for this position.  Additional details about the position and obligations is on the finish of this job description.  The place a standards has an asterisk* subsequent to it, it might be given further weighting when your utility is taken into account.    
  
Your utility ought to cowl the next standards:  

Important Standards

{Qualifications}/Expertise

1. Expertise and experience within the improvement and supply of high-quality customer providers or a relatable buyer providers setting*.

2. Expertise of supervising/managing a crew and/or a line administration qualification*.

3. Expertise of offering recommendation and steering to a spread of shoppers and colleagues.

4. Expertise of growing and implementing insurance policies and procedures.

5. 5 GCSE’s a minimum of Grade C or stage 4 (or equal) together with English Language and Arithmetic or a Publish-16 qualification or equal expertise.

Abilities/Talents/Data

6. Glorious spoken and written communication expertise together with the flexibility to develop efficient working relationships, each internally and externally*

7. Sturdy digital competence throughout a spread of digital units and apps together with on-line ticket reserving, Microsoft Workplace instruments and social media

8. Confirmed means to affect and negotiate with service stakeholders

9. Demonstrable means to resolve issues as a part of a crew and resolve on and plan applicable options.*

10. Capacity to plan and organise occasions and actions involving the service.

11. Capacity to contribute to and ship operational planning actions

12. Capacity to take part in networks to share and talk about good observe and alternate data.

13. Capacity to analyse information (eg viewers and utilization statistics) to type conclusions

14. Dedicated to persevering with skilled improvement.

Fascinating Standards

1. Expertise of working with volunteers

2. Expertise of making advertising and marketing and/or social media content material to advertise venues and actions

How one can apply 
 
To progress to the evaluation stage, candidates should proof every of the important standards required for the position within the individual specification above.  The place there are fascinating standards we’d additionally urge you to supply any related proof.  Please don’t overlook to verify if there may be any weighted standards (see above). 
 
Whereas some standards might be thought-about on the shortlisting stage, different standards could also be thought-about later within the evaluation course of, resembling questions at interview.   
 
Submitting your utility  
 
We favor to obtain purposes on-line.  We’ll replace you about your utility at varied factors in the course of the course of, by way of automated emails from our e-recruitment system. Please verify your spam/junk folder periodically to make sure you obtain all emails  
  
What you’re required to submit: 
•    A CV  
•    A protecting letter or assertion which reveals examples of the way you meet the entire standards throughout the Particular person Specification and why you have an interest within the submit.   

Contact particulars  
 
If you need to have a chat or ask any questions concerning the position, Maria Carnegie, Head of Buyer Companies could be glad to talk to you. Please electronic mail [email protected]
 

Typical Position Necessities  

Service Supply

· Present a dedication to equality, range and inclusion and the College’s values.

· Make sure that any procedures and expectations that apply all through the College are mirrored in all points of the service supplied by the crew and adapt methods of working the place this isn’t evident.

· Use your expertise and problem-solving expertise to analyze and resolve points related to your position and make suggestions based mostly in your findings.

· Handle, keep and monitor designated areas and tools (eg café tools, alarms) to make sure security, safety and compliance.

· Present the very best service to our guests, college students and colleagues by reviewing and making solutions to enhance the service, taking a consumer centric strategy

· Proactively gather, organise and analyse information and data, (resembling buyer suggestions, customer information and use of consumer expertise (UX) methods,) precisely to supply stories.

· Make sure that public areas are secure and safe and reply to, resolve and report any incidents.

Planning and Organisation

· Plan and organise operational actions regarding customer points of interest and buyer providers.

· Handle frontline providers in quite a lot of completely different shops and buildings throughout the College, together with staffing schedules and rotas, guaranteeing applicable cowl

· Plan, handle and ship assigned tasks, actions and occasions (eg night lecture talks, household occasions resembling Diwail celebrations) in accordance with agreed targets.

· Handle budgets and expenditure together with shopping for (and returning) items and providers, together with items for the small refreshments supply at Oriental Museum.

Staff Improvement

· Supervise crew members and handle another individuals/assets which might be assigned to you and supply an preliminary response to any associated HR points.

· Prepare crew occasions and coaching to maintain crew engaged and guaranteeing a excessive stage of expertise and data for his or her roles

· Clarify programs and procedures to induct new starters into the crew and supply specialist recommendation and steering together with any coaching (together with customer support excellence, well being and security associated).

· Contribute to efficiency evaluation processes by offering suggestions on particular person and crew targets and expectations and contemplating any improvement wants.

Communication/Liaison

· Develop and enhance providers by collaborating in and working conferences, working teams and committees.

· Liaise with different service areas to make sure essentially the most various and accessible supply and promotion of tasks, occasions and initiatives. This may be throughout the division. Consists of our internet and social media presence, offering copy for exterior publications, and so forth

· Create good working relationships, together with inside and exterior networks which let you enhance your data and expertise, whereas swapping data with friends.

· Act as a key level of contact between the College and inside and exterior stakeholders, together with donors and employers.

· Construct relationships with colleagues and exterior companions within the sector to share good observe, alternate data and work collectively on joint initiatives.

· Contribute to inside and exterior displays and public relations occasions selling the Durham College fame and inspiring participation and revenue technology.

· Some other affordable duties.

Please be aware that in submitting your utility Durham College might be processing your information. We might ask you to contemplate the related College Privateness Assertion Privateness Notices – Durham College  which supplies data on the collation, storing and use of information.   
  

SECONDMENT
The submit is full time, fastened time period till 26 March 2027, and could also be supplied on an inside secondment foundation topic to the settlement of the present line supervisor.

When appointing to this position the College should make sure that it meets any relevant immigration necessities, together with wage thresholds that are relevant to some visas.