Help Services Coordinator

Help Services Coordinator: (Company Name - Subscribers only)

About us

UCL is London’s global university. LCCOS – Library, Culture, Collections and Open Science – provides outstanding staff, services and resources to support the world-class research, education and enterprise that is undertaken in UCL, and connects the world with UCL through innovative programming and engagement activities. LCCOS is acknowledged as an international leader in Open Science and Scholarship.

The LCCOS family comprises 3 museums and allied object collections, 14 libraries, the UCL Student Centre, Special Collections facilities, multiple additional learning spaces, the Bloomsbury Theatre and a substantial off-site storage facility. We also provide comprehensive services to healthcare staff through our partnerships with 6 NHS Trusts. LCCOS holds the UK Customer Service Excellence (CSE) Award, The National Archives (TNA) Archives Service Accreditation, and Arts Council England Museum Accreditation. The combined staff in UCL LCCOS totals around 440.

About the role

The Help Services Coordinator is a member of the Customer Services Team and is responsible for the management, development and coordination of the Help Service within UCL Library Services.

They are responsible for the management of the LibAnswers enquiry management system including overseeing the library@ucl enquiries queue as well as the Library Chat Service.

They will train staff in the use of LibAnswers software, manage shift rotas and report enquiry statistics, monitoring these against service standards.

Working with the Customer Services Coordinator, the Help Services Coordinator will strive to continually develop the service by liaising with colleagues across sites on the development of the enquiry management system and knowledge base.

Working days are Monday – Wednesday, 09:00 – 17:18.

This role does not meet the eligibility requirements for a Skilled Worker Visa certificate of sponsorship under UK Visas and Immigration legislation. Therefore, UCL will not be able to sponsor individuals who require right to work in the UK to carry out this role.

This appointment is subject to UCL Terms and Conditions of Service for Research and Professional Services Staff. Please visit for more information.

About you

We are looking for candidates who in particular have the following experience and skills:

• Experience of working in a busy service environment and responding to user enquiries
• Excellent verbal communication skills, with the ability to communicate effectively and professionally with colleagues at all levels
• Ability to work under pressure: to make decisions on priorities; to use available time and resources in an appropriate manner
• Ability to work in a team and contribute to its success. Work with fellow team members to achieve team and organisational goals.

The advert will close on the published date at 23:59 GMT. However, we may close applications early if we receive a high volume of applications. Interviews will be held at the Main Library on the Bloomsbury Campus.

A job description and person specification can be accessed from the link at the bottom of this page.

Further details

To apply, please provide:

• An up-to-date CV, including as a minimum detail of your current employment, salary and notice period, details of any former employment and your education history.
• A supporting statement, showing how your skills and experience meet each of the criteria marked ‘Application’ in the Person Specification found within the Job Description for this post. Your statement should be provided using the free text box under ‘Questionnaire’.

If you have any queries about the role or have any queries about the application process, please contact , quoting the job title and reference number.

Further information about UCL LCCOS can be found on our website https://www.ucl.ac.uk/lccos/

The UCL Ways of Working supports colleagues to be successful and happy at UCL through sharing expectations around how we work – please visit to find out more.

What we offer

As well as the exciting opportunities this role presents, we also offer some great benefits some of which include: 27 days annual leave pro rata, 8 bank holidays and 6 closure days; Additional 5 days’ annual leave pro rata purchase scheme; Defined benefit career average revalued earnings pension scheme (CARE); Cycle to work scheme and season ticket loan; On-Site nursery; On-site gym; Enhanced maternity, paternity and adoption pay; Employee assistance programme: Staff Support Service; Discounted medical insurance.

Visit to find out more.

Our commitment to Equality, Diversity and Inclusion

As London’s Global University, we know diversity fosters creativity and innovation, and we want our community to represent the diversity of the world’s talent. We are committed to equality of opportunity, to being fair and inclusive, and to being a place where we all belong. We therefore particularly encourage applications from candidates who are likely to be underrepresented in UCL’s workforce. These include people from Black, Asian and ethnic minority backgrounds; disabled people; LGBTQI+ people; and for our Grade 9 and 10 roles, women. Our department is working towards an Athena SWAN award. We are committed to advancing gender equality within our department.

You can read more about our commitment to Equality, Diversity and Inclusion here: https://www.ucl.ac.uk/equality-diversity-inclusion/

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