"Customer Experience Supervisor - 0.57 FTE"

The University of West London (UWL) is ranked the best modern university (non-specialist) in London in the Complete University Guide 2025. University status awarded in or after 1992.

The Department
UWL Library Services has been awarded Customer Service Excellence accreditation; national recognition of the high quality of the services we offer to students, academics and researchers. Come and join the Library team as we seek to further improve these services. We are seeking to recruit a Customer Experience Supervisor to join a friendly and helpful team providing front-line support to students, academic staff and researchers at the Paul Hamlyn Library on our Ealing campus.

The Role
Working as part of a team of Customer Experience Supervisors, you will ensure the delivery of consistent, high quality customer services and the maintenance of an excellent study environment by supervising our Student and Full time Assistants effectively. You will take operational responsibility for a team of Library Student Assistants covering shift patterns based around the scheduled hours of the library service. This is a permanent, part time position working a total of 20 hours each week including from 12-6 each Sunday plus additional hours on Monday and Tuesday including a Tuesday evening until 8.00pm. There may also be occasions that require you to work an amended pattern as required by the needs of the service, and different hours apply during vacations.

The Person
The successful applicant will be committed to providing a high level of customer service. They will have experience of supervising or managing a team and working in a customer care environment. Experience of working in a library is desirable but not essential. They will be a good team player with excellent verbal and written skills and will be able to work flexibly, proactively and without supervision. Annualised hours will be applied to this role. The postholder will be based at our Ealing campus but may be required to travel to our other campuses as required.

How to Apply
To apply please click on the ‘Apply’ button and fill out the application form. Further information about the application process can be found here. Please email hr.recruitment@uwl.ac.uk if you need any assistance with the application process. Interviews are expected to be held in the week commencing 1st September 2025. For informal enquiries about the position please contact Imran Hussain, Customer Experience Librarian, at imran.hussain@uwl.ac.uk.

Additional Information
Our department is under-represented in terms of staff from minority ethnic backgrounds, of LGBTQIA+ identities, and with disabilities. UWL is committed to having a diverse and inclusive workforce, supports the gender equality Athena SWAN Charter, and is a Disability Confident Employer. We welcome applications from all sections of the community, particularly those mentioned above to increase diversity in our workforce. Candidates must be able to demonstrate their eligibility to work in the UK in accordance with the Immigration, Asylum and Nationality Act 2006. This position does not meet the University criteria for Skilled Worker sponsorship.