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Customer Experience Supervisor

Student & Academic Services

Location:  Stoke campus
Salary:   £24,461 to £28,331 per annum
Tenure:  Full time Permanent
Release Date:  Wednesday 21 July 2021
Closing Date:   Sunday 01 August 2021
Interview Date:   Friday 06 August 2021
Reference:  LSS20-13

About Staffordshire University 

Staffordshire University is an award-winning institution with over 100 years’ experience in delivering excellent higher education. Our main Stoke-on-Trent campus is in the heart of the UK, with Centres of Excellence located in Stafford and Shrewsbury along with our London Digital Institute. After a highly successful year in 2019, which included entering the THE World University rankings, securing TEF Gold, and climbing in all league tables, our University has continued to advance with sector leading developments and facilities. Working towards our 2030 strategy, we are now aiming to bring together multiple customer-facing functions of the organisation into a single, digitally enabled customer experience team that sits at the heart of the university.

The Role

An exciting opportunity has arisen for a talented Customer Experience Supervisor to join the Staffordshire University. Working in partnerships with other supervisors, the role holder will manage our customer experience team in the delivery of personalised and accurate customer-focused information and guidance, aiming to resolve all incoming queries at first contact and which meet the needs of our diverse student and staff community.  

The role holder will contribute to delivering a brilliant and friendly service, representing Library and Student Services when addressing internal and external contacts who ask for service or require information. The post holder will create a positive image of the university by being responsive, prompt and accurate in responding to requests and by minimising the amount of work required on the part of the customer.

In addition, the post holders team will assist with maintaining operational effectiveness and efficiency of the university physical library spaces including stock management and monitoring. This includes maintaining consistent service levels across all locations. 

At the forefront of customer service excellence, the post holder will ensure we place our students, staff, and stakeholders at the forefront of everything we do.

In return for your dedication, we have a competitive benefits package available

  • Competitive incremental rates of Pay
  • Starting from 29 days Annual Leave (depending on job grade) plus 11 days Bank Holiday and Discretionary days
  • Excellent Pension Scheme
  • Access to continued professional and personal development
  • An opportunity to become part of the wider University community
  • Access to an Employee Assistance Programme
  • Discounted Health & Fitness Facilities on site at the Stoke Campus
  • Discounted Travel by Rail or Bus, with the option of season tickets loans
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Further details:

Staffordshire University is committed to promoting and enabling a positive culture where staff, students and visitors are confident to be their authentic selves. We focus on inclusion as a way to ensure equality of opportunity for all our people and to demonstrate our commitment to Equality, Diversity and Human Rights.

We promote applications from all sections of the community, regardless of background, belief or identity, recognising the benefits a diverse organisation can bring for the University. 

We particularly encourage applications from Black, Asian and Minority Ethnic (BAME) people, who are currently under-represented in the University workforce.


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