University of Nottingham Libraries, Student Support  

Location: The role holder will work across all campuses on a rota basis 

Are you passionate about customer service and looking for a role filled with variety and challenge, working in a multicultural community? We are looking for enthusiastic, welcoming and customer-focussed people to join our frontline team. We know that having colleagues from a wide range of backgrounds is key to a supportive workplace and even better services. We are particularly keen to receive applications from those underrepresented in Libraries in the UK, such as racially minoritised people.  

As a Senior Customer Service Adviser (Line Management), you will take day-to-day responsibility for the delivery of high-quality frontline services. Working flexibly, you will manage the efficient running of services at our libraries, ensuring they are safe and inclusive for all. You will work directly with customers, staffing enquiry desks on a rota basis, and will ensure our teams deliver a warm welcome and great experience to customers – in person and virtually. You will need to work independently at times, prioritising and managing your workload effectively, whilst working with colleagues from all teams in University of Nottingham Libraries. 

As well as these frontline duties, you will have Line Management as your focus area (50% of your role).  Senior Customer Service Advisors (Line Management) lead on the recruitment, induction, training and development of new Customer Service Advisors. As part of this team, you will line manage and support our team of Customer Service Advisors, carrying out regular 121s, providing feedback, conducting appraisals, challenging poor performance and, where necessary, carrying out formal HR procedures. 

We are committed to providing competitive employment packages that support your well-being and help you reach your full potential. You will have access to a benefits package, including fitness and health facilities, staff discounts and travel schemes, along with a generous holiday allowance and pension scheme.     

Don’t meet every requirement? Studies show candidates who identify as part of the Global Majority or are racially minoritised are less likely to apply unless they meet every requirement. Within Libraries, we are dedicated to building a diverse and inclusive workplace, so if you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply anyway. You may be just the right candidate.   

These are permanent positions:

31 h

Mon, Tue, Fri 1pm-7pm, Sat & Sun 9am-5pm

23.75h

Wed, Thu, Fri 1pm-7pm, Sat 9am-5pm

20h

Wed 1pm-7pm, Sat 9am-5pm, Sun 9am-5pm

22h

Mon, Tue, Thu, Fri 1pm-7pm

Please note some training may occur outside these hours. You will also work one public holiday/University Closure Day per year. 

Informal enquiries may be addressed to anna.pelekanou@nottingham.ac.uk. Please note that applications sent directly to this email address will not be accepted. 

#LI-DNI

#INT

Closing Date: 16 Aug 2026
Category: Administrative, Professional and Managerial (APM)

Are you passionate about customer service and looking for a role filled with variety and challenge, working in a multicultural community? We are looking for enthusiastic, welcoming and customer-focussed people to join the frontline team working across our five libraries.  We know that having colleagues from a wide range of backgrounds is key to a good, supportive workplace and even better services. We are particularly keen to receive applications from those who are currently underrepresented in Libraries in the UK, such as racially minoritised people. 

 As the first point of contact to customers, you will provide a warm welcome and great experience both in-person and online, playing a crucial role in supporting students, staff and visitors. Once trained in our library systems and facilities (including IT systems, self-service machines and print/copy/scan devices), you will be ready to respond to the wide range of queries and requests we receive from our customers. You will help students become familiar with our library spaces and services when they join the university and support them throughout their time here, including at peak times of year when they undergo exams or assessments. You will help monitor our busy library spaces to ensure that they remain inclusive, supportive and productive study environments for all, challenging inappropriate behaviour diplomatically and effectively.   

 You will be confident responding to a range of queries and situations which are sometimes unpredictable. Good communication skills, the ability to work independently and as part of a team will be essential. You will be comfortable with a range of technology and able to pick up changes to our processes quickly. You will be keen to learn, developing your skills and sharing your knowledge to provide guidance and solutions.   

You will have a good standard of spoken and written English, and be able to demonstrate relevant experience working in a customer focused environment.    

This is a permanent position. Hours of Work:

Post 1 – 23h
 Mon 5pm–10pm, Tue 5pm–10pm, Fri 5pm–10pm, Sat 1pm–5pm, Sun 9am–1pm

Post 2 – 25h
 Mon 8am–1pm, Tue, Wed, Thu & Fri 5pm–10pm

Post 3 – 24h
 Tue, Wed, Thu & Fri 5pm–10pm, Sat 9am–1pm

Post 4 – 24h
 Tue, Wed, Thu & Fri 5pm–10pm, Sat 1pm–5pm

Post 5 – 23h
 Wed, Thu & Fri 5pm–10pm, Sat 1pm–5pm, Sun 1pm–5pm

Post 6 – 23h
 Wed, Thu & Fri 5pm–10pm, Sat 9am–1pm, Sun 1pm–5pm

Post 7 – 19h
 Mon, Thu & Fri 5pm–10pm, Sun 1pm–5pm

Post 8 – 21h
 Wed & Thu 1pm–5pm, Fri 5pm–10pm, Sat & Sun 9am–1pm

Post 9– 17h
 Mon & Tue 1pm–5pm, Fri 5pm–10pm, Sun 1pm–5pm

Post 10 – 21h
 Mon 5pm–10pm, Tue & Wed 1pm–5pm, Thu 8am–12pm, Sun 9am–1pm

Please note some training may occur outside these hours. You will also work one public holiday/University Closure Day per year.

We are committed to providing competitive employment packages that support your well-being and help you reach your full potential. You will have access to a benefits package, including leading fitness and health facilities, staff discounts and travel schemes, along with a generous holiday allowance and pension scheme. 

Don’t meet every single requirement? Studies have shown that candidates who identify as part of the Global Majority or are racially minoritised are less likely to apply for jobs unless they meet every single qualification. Within Libraries, we are dedicated to building a diverse and inclusive workplace, so if you’re excited about this role but your experience doesn’t align perfectly with every requirement in the job description, we encourage you to apply anyway. You may be just the right candidate.

Closing Date: 06 Aug 2026
Category: Administrative, Professional and Managerial (APM)