Assistant Manager: Customer Services

The University 
 
At Durham University we are proud of our people.  A globally outstanding centre of educational excellence, a collegiate community of extraordinary people, a unique and historic setting – Durham is a university like no other.  

Across the University we have a huge variety of roles and career opportunities, which together make us a large and successful community, which is a key hub of activity within our region and nationally.  Whether you are at the very start, middle or end of your career, there is a role for you. We believe everyone has their own unique skills to offer.  

We would be thrilled if you would consider joining our thriving University.  Further information about the University can be found here
 
The Role and the Department 
 

Our museums and visitor attractions welcome thousands of people across the year; providing space for education, learning, research and outreach to a wide range of stakeholders including the local community, students and international visitors. The Customer Services Team facilitate a fantastic visitor experience across our museums, exhibitions, Durham Castle and World Heritage Site Visitor Centre, as well as the University library and study facilities.

You will be passionate and committed to delivering an excellent visitor experience. You will play a key role in the management, development and delivery of high quality front-line visitor services and activities across multiple sites over a seven day week. This will include leading on our ‘Things To Do ’ online presence, supporting retail operations in our museum shops, coordination of support for events, supporting the visitor experience in our galleries, and involvement in buildings and collection security. You will manage, inspire, and develop our visitor services staff and volunteers and will work closely with our curatorial and learning engagement teams.

This is an exciting opportunity to be part of our friendly Customer Services Management Team, within the University Library and Collections (ULC) department. The Customer Services Team provide all front-line (face-to-face and virtual) customer, visitor and enquiry services across libraries and visitor attractions. We lead on building support, health and safety across our ULC estate and ensure the user experience underpins our work. This is a varied role, with lots of opportunities to make a contribution as we focus on audience development at our visitor attractions.

There is some opportunity for hybrid working. As services operate over 7 days a week there is expectation of some weekend and evening working to support activity. This post is offered as a fixed term appointment until 27 March 2027 as the current post holder is being supported with a secondment opportunity.

The current post holder says: “The highlights of this role include the opportunity to work in outstanding locations from a World Heritage Site to a world class museum, working alongside passionate and driven people who want to provide the best experience to visitors and supporting a team to deliver customer service excellence to local and international visitors.”

 
Working at Durham   
 
A competitive salary is only one part of the many fantastic benefits you will receive if you join the University: you will also receive access to the following fantastic benefits:  
 
•    27 Days annual leave per year in addition to 8 public holidays and 4 customary days per year – a total of 39 days per year.  
•    No matter how you travel to work, we have you covered.  We have parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies. 
•    Lots of support for health and wellbeing including discounted membership for our state of the art sport and gym facilities and access to a 24-7 Employee Assistance Programme. 
•    On site nursery is available and access to holiday camps for children aged 5-16 throughout the year. 
•    Family friendly policies, including maternity and adoption leave, which are among the most generous in the higher education sector (and likely above and beyond many employers). 
•    There is a genuine commitment to developing our colleagues professionally and personally.  There is a comprehensive range of development courses, apprenticeships and access to qualifications and routes to develop your career in the University.  All staff have dedicated annual time to concentrate on their personal development opportunities.  
•    The opportunity to take part in staff volunteering activities to make a difference in the local community 
•    Discounts are available via our benefits portal including; money off at supermarkets, high street retailers, IT products such as Apple, the cinema and days out at various attractions.  
•    We offer generous pension schemes.  

Durham University is committed to equality, diversity and inclusion

Our collective aim is to create an open and inclusive environment where everyone can reach their full potential and we believe our staff should reflect the diversity of the global community in which we work.   As a University equality, diversity, and inclusion (EDI) are a key part of the University’s Strategy and a central part of everything we do.  We also live by our values and our Staff Code of Conduct.  At Durham we actively work towards providing an environment where our staff and students can study, work and live in a community which is supportive and inclusive. It’s important to us that all of our colleagues are aligned to both our values and commitment to EDI. 
 
We welcome and encourage applications from members of groups who are under-represented in our work force including people with disabilities, women and black, Asian and minority ethnic communities.  If you have taken time out of your career, and you feel it relevant, let us know about it in your application.  If you are a candidate with a disability, we are committed to ensuring fair treatment throughout the recruitment process. We will make adjustments to support the interview process wherever it is reasonable to do so and, where successful, reasonable adjustments will be made to support people within their role.

What you need to demonstrate when you apply/Person Specification  
  
When you apply it is important that you let us know what skills/experience you have from a similar role and/or what skills/experience you have which would make you right for this role.  Further information about the role and responsibilities is at the end of this job description.  Where a criteria has an asterisk* next to it, it may be given additional weighting when your application is considered.    
  
Your application should cover the following criteria:  

Essential Criteria

Qualifications/Experience

1. Experience and expertise in the development and delivery of high-quality visitor services or a relatable customer services environment*.

2. Experience of supervising/managing a team and/or a line management qualification*.

3. Experience of providing advice and guidance to a range of customers and colleagues.

4. Experience of developing and implementing policies and procedures.

5. Five GCSE’s at least Grade C or level four (or equivalent) including English Language and Mathematics or a Post-16 qualification or equivalent experience.

Skills/Abilities/Knowledge

6. Excellent spoken and written communication skills including the ability to develop effective working relationships, both internally and externally*

7. Strong digital competence across a range of digital devices and apps including online ticket booking, Microsoft Office tools and social media

8. Proven ability to influence and negotiate with service stakeholders

9. Demonstrable ability to solve problems as part of a team and decide on and plan appropriate solutions.*

10. Ability to plan and organise events and activities involving the service.

11. Ability to contribute to and deliver operational planning activities

12. Ability to participate in networks to share and discuss good practice and exchange information.

13. Ability to analyse data (eg audience and usage statistics) to form conclusions

14. Committed to continuing professional development.

Desirable Criteria

1. Experience of working with volunteers

2. Experience of creating marketing and/or social media content to promote venues and activities

How to apply 
 
To progress to the assessment stage, candidates must evidence each of the essential criteria required for the role in the person specification above.  Where there are desirable criteria we would also urge you to provide any relevant evidence.  Please don’t forget to check if there is any weighted criteria (see above). 
 
While some criteria will be considered at the shortlisting stage, other criteria may be considered later in the assessment process, such as questions at interview.   
 
Submitting your application  
 
We prefer to receive applications online.  We will update you about your application at various points during the process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to ensure you receive all emails  
  
What you are required to submit: 
•    A CV  
•    A covering letter or statement which shows examples of how you meet all of the criteria within the Person Specification and why you are interested in the post.   

Contact details  
 
If you would like to have a chat or ask any questions about the role, Maria Carnegie, Head of Customer Services would be happy to speak to you. Please email [email protected]
 

Typical Role Requirements  

Service Delivery

· Show a commitment to equality, diversity and inclusion and the University’s values.

· Ensure that any procedures and expectations that apply throughout the University are reflected in all aspects of the service provided by the team and adapt ways of working where this is not evident.

· Use your experience and problem-solving skills to investigate and resolve issues relevant to your role and make recommendations based on your findings.

· Manage, maintain and monitor designated areas and equipment (eg café equipment, alarms) to ensure safety, security and compliance.

· Provide the best possible service to our visitors, students and colleagues by reviewing and making suggestions to improve the service, taking a user centric approach

· Proactively collect, organise and analyse data and information, (such as customer feedback, visitor data and use of user experience (UX) techniques,) accurately to provide reports.

· Ensure that public areas are safe and secure and respond to, resolve and report any incidents.

Planning and Organisation

· Plan and organise operational activities relating to visitor attractions and customer services.

· Manage frontline services in a variety of different outlets and buildings across the University, including staffing schedules and rotas, ensuring appropriate cover

· Plan, manage and deliver assigned projects, activities and events (eg evening lecture talks, family events such as Diwail celebrations) in accordance with agreed objectives.

· Manage budgets and expenditure including buying (and returning) goods and services, including goods for the small refreshments offer at Oriental Museum.

Team Development

· Supervise team members and manage any other people/resources that are assigned to you and provide an initial response to any related HR issues.

· Arrange team events and training to keep team engaged and ensuring a high level of skills and knowledge for their roles

· Explain systems and procedures to induct new starters into the team and provide specialist advice and guidance including any training (including customer service excellence, health and safety related).

· Contribute to performance review processes by providing feedback on individual and team objectives and expectations and considering any development needs.

Communication/Liaison

· Develop and improve services by taking part in and running meetings, working groups and committees.

· Liaise with other service areas to ensure the most diverse and accessible delivery and promotion of projects, events and initiatives. This can be across the department. Includes our web and social media presence, providing copy for external publications, etc

· Create good working relationships, including internal and external networks which allow you to increase your knowledge and skills, while swapping information with peers.

· Act as a key point of contact between the University and internal and external stakeholders, including donors and employers.

· Build relationships with colleagues and external partners in the sector to share good practice, exchange information and work together on joint initiatives.

· Contribute to internal and external presentations and public relations events promoting the Durham University reputation and encouraging participation and income generation.

· Any other reasonable duties.

Please note that in submitting your application Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement Privacy Notices – Durham University  which provides information on the collation, storing and use of data.   
  

SECONDMENT
The post is full time, fixed term until 26 March 2027, and may be offered on an internal secondment basis subject to the agreement of the current line manager.

When appointing to this role the University must ensure that it meets any applicable immigration requirements, including salary thresholds which are applicable to some visas.