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4 x Customer Experience Advisor
MASTS
Customer Service
Pennsylvania, USA
GBP 26,707-28,778 / year
Posted on Mar 31, 2026
Salary Range:
£26,707.00 - £28,778.00We are committed to equality, diversity and inclusion, creating a community where colleagues feel respected and valued. We aim to reflect the diversity of our students and communities, and to strengthen our university through collaboration and diverse perspectives, across all roles at the University.
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The University reserves the right to close this post once a sufficient number of applications have been submitted. It is encouraged that you complete the application at your earliest convenience to avoid disappointment.
Overview of the Role
The University of Hull is seeking to appoint 4 Customer Experience Advisors to join the Customer Experience & Insight Team within the Brynmor Jones Library. The team is responsible for delivering all frontline services in a busy and dynamic environment that supports the academic, cultural, and social needs of students, staff, and visitors. The library also incorporates an art gallery and exhibition spaces.
This role is central to ensuring an excellent standard of customer service across the building. The post holder will contribute directly to the overall student experience by providing high‑quality support in the use of library facilities, collections, and IT resources.
Key Responsibilities
The post holder will work as part of a multidisciplinary team to provide a highly visible and proactive service throughout the Brynmor Jones Library. Duties will include, but are not limited to:
- Responding to customer enquiries across multiple communication channels, providing clear information regarding library services, procedures, and regulations.
- Offering guidance in locating and accessing print and electronic information resources.
- Assisting customers with IT equipment and standard Microsoft Office applications.
- Delivering tours, presentations, and general orientation activities.
- Providing information relating to the library’s art gallery, exhibitions, and public events.
- Using mobile technology to complete administrative tasks and deliver on‑the‑spot support.
- Supporting new colleagues and student volunteers through training, mentoring, and buddying.
- Maintaining the organisation and accessibility of printed collections through shelving, shelf management, and stock relocation.
- Monitoring the condition of facilities and equipment, reporting faults as required.
- Processing the borrowing and returning of materials.
- Completing a range of routine administrative duties.
- Supporting the maintenance of a clean and safe environment by upholding building policies.
- Contributing ideas and feedback to service improvement initiatives and participating in project groups.
- Assisting with fire safety and evacuation procedures when necessary.
Role Requirements
Candidates should demonstrate:
- Excellent communication and interpersonal skills.
- The ability to deliver high‑quality customer service in a busy and frequently demanding environment.
- Confidence in working across a large, public‑facing building with high levels of user interaction.
- Competence in using IT systems and supporting users with basic IT queries.
- Good organisational skills and the ability to prioritise work independently.
- The physical ability to undertake tasks such as shelving, manual handling, and stock movement.
Additional Information
These roles will involve working one weekend day, which will be the same day each week. The nature of the role requires flexibility and the ability to work throughout the library building without direct supervision.
These vacancies are for fixed term contracts which are anticipated to be required from October 2026 - May 2027 approximately.
How to Apply
Applicants should submit a CV and cover letter via the online application system using the "Resume/Cover Letter" upload section.
JR100736 Customer Experience Advisor Job Description.pdf
For an informal discussion about this vacancy please contact Jon Brooke, Customer Experience Team Leader: J.Brooke@hull.ac.uk