"User Support Coordinator"

We’re looking for a proactive, people-focused individual to lead our front-line library support team and help shape the future of user experience in our libraries. Based at our Headington campus and reporting to the User Support Manager, you will manage our team of Library Assistants. You will work closely with our Library Advisors to coordinate the library enquiry service across our Headington and Swindon campuses. This role is ideal for someone who enjoys variety, values continuous improvement, and wants to make a meaningful contribution to the academic journey of students.

Full time, all year round, permanent post

Pattern of work:

Semesters : Monday to Thursday 09.00 to 17.00, Friday 11.00 to 19.00. In addition, this role will be part of a rota of four staff working Saturdays 12.00 to 18.00 (time off in lieu will be granted).

Vacations: Monday to Friday 09.00 to 17.00

About the team

The User Support team is based in the Academic and User Support section of the Directorate of Learning Resources. We provide support directly to students and staff using our libraries and learning resources at the Headington and Swindon campuses as well as online.

What will I be doing?

• Managing the team of User Support Library Assistants, empowering them to support users through our library enquiry service confidently
• Answering enquiries received from staff, students and visitors, offering expert guidance and friendly support and participating in our appointment booking system
• Delivering high-quality training to colleagues supporting the library enquiry service
• Organising engaging induction activities, including library tours and orientation sessions
• Delivering training to users as part of the library induction programme
• Working with the User Support Manager and others to ensure a safe, inclusive, welcoming and accessible library environment for learning and discovery.

What skills do I need?

• Experience of delivering customer-focused services in an academic library, information service, or educational setting
• Experience of working as part of a team, with the ability to allocate tasks to improve that team and achieve desired outcomes and objectives
• Ability to communicate effectively
• Ability to problem-solve and work with others to find solutions
• Well-developed IT skills.

About the location

Based at our Headington campus, you’ll experience the vibrant campus atmosphere and benefit from our modern office environment. The campus is one mile from the centre of Oxford and is served by regular public transport. As this role is customer facing it is primarily based on-campus, with occasional working from home as agreed with the line manager. You may also be required to work at the Swindon Campus to cover staff leave.

Benefits

As an Oxford Brookes employee, you will enjoy a total of a minimum of 25 days holiday, rising with your service, plus 8 Bank Holidays and additional University concessionary Days (approx 5 per year).

We encourage and support hybrid working where the role allows and ensure that you have the necessary equipment to allow you to work flexibly.

We have an extremely competitive Local Government pension scheme with a 19.2% Employer contribution rate, as well as providing all staff with financial education, a comprehensive employee assistance helpline.

We prioritise the well-being of our employees—both physically and mentally, as well as financially. That's why we provide a diverse and comprehensive benefits package to support our team