Assistant Manager: Customer Services

The College 
 
At Durham College we’re happy with our folks.  A globally excellent centre of academic excellence, a collegiate group of extraordinary folks, 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 group, 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 consider everybody has their very own distinctive expertise to supply.  

We’d be thrilled for those who would think about becoming a member of our thriving College.  Additional details about the College will be discovered right here
 
The Position and the Division 
 

Our museums and customer sights welcome hundreds of individuals throughout the 12 months; offering area for schooling, studying, analysis and outreach to a variety of stakeholders together with the local people, college students and worldwide guests. The Buyer Providers Workforce facilitate a unbelievable customer expertise throughout our museums, exhibitions, Durham Fortress and World Heritage Web site Customer Centre, in addition to the College library and examine amenities.

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 quality front-line customer companies and actions throughout a number of websites over a seven day week. This can embrace main on our ‘Issues To Do ’ on-line presence, supporting retail operations in our museum outlets, 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 companies employees and volunteers and can work intently with our curatorial and studying engagement groups.

That is an thrilling alternative to be a part of our pleasant Buyer Providers Administration Workforce, throughout the College Library and Collections (ULC) division. The Buyer Providers Workforce present all front-line (face-to-face and digital) buyer, customer and enquiry companies throughout libraries and customer sights. 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 different position, with a lot of alternatives to make a contribution as we deal with viewers improvement at our customer sights.

There may be some alternative for hybrid working. As companies 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 set 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 embrace the chance to work in excellent areas 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 staff to ship customer support excellence to native and worldwide guests.”

 
Working at Durham   
 
A aggressive wage is just one a part of the various unbelievable advantages you’ll obtain for those who be a part of the College: additionally, you will obtain entry to the next unbelievable advantages:  
 
•    27 Days annual depart per 12 months along with 8 public holidays and 4 customary days per 12 months – a complete of 39 days per 12 months.  
•    Regardless of the way you journey to work, we’ve you lined.  We’ve parking throughout campus, a cycle to work scheme which lets you purchase a motorcycle and low cost with native bus and prepare firms. 
•    Plenty of help for well being and wellbeing together with discounted membership for our cutting-edge sport and fitness center amenities and entry to a 24-7 Worker Help Programme. 
•    On web site nursery is obtainable and entry to vacation camps for kids aged 5-16 all year long. 
•    Household pleasant insurance policies, together with maternity and adoption depart, that are among the many most beneficiant within the greater schooling sector (and certain above and past many employers). 
•    There’s a real dedication to creating 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 employees have devoted annual time to focus on their private improvement alternatives.  
•    The chance to participate in employees volunteering actions to make a distinction in the local people 
•    Reductions can be found through our advantages portal together with; cash off at supermarkets, excessive road retailers, IT merchandise reminiscent of Apple, the cinema and days out at numerous sights.  
•    We provide beneficiant pension schemes.  

Durham College is dedicated to equality, variety and inclusion

Our collective goal is to create an open and inclusive setting the place everybody can attain their full potential and we consider our employees ought to replicate the variety of the worldwide group through which we work.   As a College equality, variety, and inclusion (EDI) are a key a part of the College’s Technique and a central a part of every little thing we do.  We additionally stay by our values and our Workers Code of Conduct.  At Durham we actively work in direction of offering an setting the place our employees and college students can examine, work and stay in a group which is supportive and inclusive. It’s vital to us that every 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 pressure together with folks with disabilities, ladies and black, Asian and minority ethnic communities.  When you’ve got taken outing of your profession, and you are feeling it related, tell us about it in your software.  If you’re a candidate with a incapacity, we’re dedicated to making sure honest 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 shall be made to help folks inside their position.

What you’ll want to show if you apply/Particular person Specification  
  
While you apply it can be crucial that you just tell us what expertise/expertise you’ve got from an analogous position and/or what expertise/expertise you’ve got 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 extra weighting when your software is taken into account.    
  
Your software ought to cowl the next standards:  

Important Standards

{Qualifications}/Expertise

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

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

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

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

5. 5 GCSE’s at the least Grade C or degree 4 (or equal) together with English Language and Arithmetic or a Put up-16 qualification or equal expertise.

Expertise/Talents/Data

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

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

8. Confirmed skill to affect and negotiate with service stakeholders

9. Demonstrable skill to unravel issues as a part of a staff and determine on and plan applicable options.*

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

11. Capability to contribute to and ship operational planning actions

12. Capability to take part in networks to share and focus on good apply and trade info.

13. Capability 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

Easy methods to apply 
 
To progress to the evaluation stage, candidates should proof every of the important standards required for the position within the particular person specification above.  The place there are fascinating standards we’d additionally urge you to supply any related proof.  Please don’t overlook to examine if there may be any weighted standards (see above). 
 
Whereas some standards shall be thought-about on the shortlisting stage, different standards could also be thought-about later within the evaluation course of, reminiscent of questions at interview.   
 
Submitting your software  
 
We choose to obtain purposes on-line.  We’ll replace you about your software at numerous factors throughout the course of, through automated emails from our e-recruitment system. Please examine 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 all the 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 Providers can be comfortable to talk to you. Please e-mail [email protected]
 

Typical Position Necessities  

Service Supply

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

· Be certain that any procedures and expectations that apply all through the College are mirrored in all points of the service offered by the staff and adapt methods of working the place this isn’t evident.

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

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

· Present the absolute best service to our guests, college students and colleagues by reviewing and making options to enhance the service, taking a consumer centric method

· Proactively gather, organise and analyse information and data, (reminiscent of buyer suggestions, customer information and use of consumer expertise (UX) strategies,) precisely to supply reviews.

· Be certain that public areas are protected and safe and reply to, resolve and report any incidents.

Planning and Organisation

· Plan and organise operational actions referring to customer sights and buyer companies.

· Handle frontline companies in quite a lot of totally different retailers and buildings throughout the College, together with staffing schedules and rotas, guaranteeing applicable cowl

· Plan, handle and ship assigned initiatives, actions and occasions (eg night lecture talks, household occasions reminiscent of Diwail celebrations) in accordance with agreed goals.

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

Workforce Improvement

· Supervise staff members and handle another folks/assets which are assigned to you and supply an preliminary response to any associated HR points.

· Organize staff occasions and coaching to maintain staff engaged and guaranteeing a excessive degree of expertise and information for his or her roles

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

· Contribute to efficiency evaluate processes by offering suggestions on particular person and staff goals and expectations and contemplating any improvement wants.

Communication/Liaison

· Develop and enhance companies by participating in and working conferences, working teams and committees.

· Liaise with different service areas to make sure essentially the most numerous and accessible supply and promotion of initiatives, occasions and initiatives. This may be throughout the division. Contains our net 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 improve your information and expertise, whereas swapping info 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 apply, trade info and work collectively on joint initiatives.

· Contribute to inside and exterior shows and public relations occasions selling the Durham College repute and inspiring participation and earnings era.

· Some other affordable duties.

Please observe that in submitting your software Durham College shall be processing your information. We’d ask you to contemplate the related College Privateness Assertion Privateness Notices – Durham College  which supplies info on the collation, storing and use of knowledge.   
  

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

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