Customer Experience Supervisor - 0.6 FTE


The University of West London (UWL) has climbed an impressive 23 places to become one of the top 40 universities in the UK according to the influential Guardian University Guide 2021.

UWL is now ranked 34th in the UK – our highest position of any league table ever! We were also the top university in England for teaching satisfaction and the ranking reaffirms our position as the top modern university in London. 

In addition, UWL has been named University of the Year for Student Experience in The Times and The Sunday Times Good University Guide 2021. The editor of the Guide has described UWL as “regularly among the top-performing universities’ and that we have ‘proved it is possible for a London-based institution to achieve outstanding levels of student satisfaction beyond other universities”.  

Over the last few years more than £150 million has been invested in our campus to create an inspiring social and learning environment for students. As well as modern social spaces and a new library, UWL is ‘jam-packed’ with specialist facilities.

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 part time Customer Experience Supervisor to join a friendly and helpful team providing front-line support to students, academic staff and researchers at our 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 staff effectively. You will assume full operational and management responsibility for a pool of Customer Experience Assistants and student assistants who cover different shift patterns across the scheduled hours of the library service. This is a permanent, part time position working a total of 20 hours each week to include a Saturday and evening and daytime hours as required by the needs of the service. 

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.  

Library Services has implemented an annualised hours working framework to ensure maximum flexibility for individual staff and the University. The postholder will be based at our Ealing campus but may be required to travel to our other campuses as required. 

Interviews are expected to be held in the week commencing 7 December 2020  

Additional Information  

Our department/school is under-represented in terms of staff from BAME (Black, Asian and minority ethnic) backgrounds, of LGBT+ 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 as well as a Diversity Champion for Stonewall, the leading LGBT+ rights organisation. 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.  

Please be advised that it is expected that appointment within a grade will normally be at the minimum point.

The University reserves the right to close the vacancy earlier than the published end date should it receive sufficient applications to warrant earlier shortlisting.