TAMU Facilities and Customer Service Assistant – Library Services – 81706 – Band 400
University of Birmingham, Edgbaston, Birmingham UK
Full time starting salary is normally in the range £20,488 to £21,868. With potential progression once in post to £26,603
Closing Date: 25th June 2021
Our support to you
People are at the heart of what we are and do.
The University of Birmingham is proud to have been a part of the City of Birmingham and the wider region for over 100 years, and we are equally proud to be recognised as a leading global university. We want to attract talented people from across the city and beyond, support them to succeed, and celebrate their success.
We are committed to helping the people who work here to develop through our sector-leading Birmingham Professional programme which provides all professional services staff with development opportunities and the encouragement to reach their full potential. With almost 5,000 professional services jobs in a wide-range of functions in Edgbaston and in our campus in Dubai, there are plenty of opportunities for you to be able to develop your career at the University.
We believe there is no such thing as a typical member of staff and that diversity is a source of strength that underpins the exchange of ideas, innovation, and debate. We warmly welcome people from all backgrounds and are committed to fostering an inclusive environment where diversity is at the heart of who and what we are, and how we work.
Supporting our people to achieve a healthy work/life balance is important both to our employees and to the success of the University and, depending on the role, we offer a variety of flexible working arrangements. We therefore welcome discussions on all forms of flexible working. In addition, you will receive a generous package of benefits including 40 days paid holiday a year, one paid day a year for volunteering, occupational sick pay, and a pension scheme. We also have three high quality subsidised day nurseries.
The University is situated in leafy Edgbaston and there are excellent transport links to our beautiful campus, including main bus routes and a train station on site. On campus we have a state-of-the-art sports centre with pool, shops, places to eat and drink, our own art gallery, museum and botanical gardens.
The Teaching Accommodation Management Unit (TAMU) is the department responsible for the maintenance and management of centrally managed teaching spaces, and for assistance to users of the technical team’s other AV provision.
The post holder will play a key role in the day-to-day management and continued development of TAMU including staffing the service desk and ensuring that service standards are met.
The post holder will form part of a very small team staffing a telephone, email and text service desk for users of centrally managed teaching rooms and other spaces and events supported by the division. The post holder will respond to many queries via first-fix remote access using remote control technologies and escalate issues not able to be dealt with remotely, to assignee groups.
Direct LRAT (Learning Resources Accommodation Team) staff to attend particular jobs, either in person or through site radio. LRAT work to a 10 minute SLA (Service Level Agreement) response time for most reported faults.
Log all calls and actions in an ITIL-compliant service desk system (currently a custom instance of ‘ServiceNow’). Calls may relate to AV & IT hardware, software or control systems, the room environment, cleaning and building fabric problems and general maintenance issues. The post holder will liaise with other departments across the university. Estates, IT Services, Cleaning Services, and Timetabling are regular assignees for TAMU helpline received calls.
Develop a detailed knowledge of centrally managed rooms, including details of room types, layouts and available equipment. The post holder will undertake regular checks of all centrally managed teaching spaces, in order to identify problems found and suggest improvements to be made to ensure the highest possible standards for teaching and learning are adhered to, in addition to taking photographs and videos of the rooms for printed and web resources.
Perform basic repairs using hand and power tools to furniture and drapes, to maintain health and safety for students and teaching staff.
Move and tidy furniture within and between rooms, so as to maintain room capacity and uphold health and safety standards. Proactive identification of persistent room layout changes is a key element to this task.
Maintain an awareness of university and national developments related to teaching styles, technology and space management.
Communicate on a regular basis with several external contractors, gaining quotes, placing orders and organising delivery dates and details for key works to be undertaken within teaching spaces.
Health & Safety
Staff are expected to observe all Health & Safety at Work Regulations as set out by the university :
- Reporting of accidents and incidents.
- Safe use of fire extinguishers and compliance with fire evacuation procedures.
- Weekly building fire checks for all centrally managed buildings (currently Murray Learning Centre, Strathcona, Nuffield.)
- Authorising casual staff timesheets, and issuing rota.
- Compile weekly departmental reports.
- Use systems such as Cardax to change building opening times, and communicate these changes through signage (paper and digital.)
Exceptional customer service skills.
Strong IT skills.
Excellent communication (both written and verbal).
Ability to prioritise, organise and plan.
Ability to work under pressure.
Energetic, driven, committed, enthusiastic, motivated and proactive.
Ability to work effectively as part of a team or alone.
The post holder will be required to move furniture around teaching rooms and buildings on a regular basis, including lifting tables, chairs and equipment as appropriate.
Have the ability to use basic hand tools to undertake simple DIY tasks.
GCSE grade C (or equivalent) in Mathematics and English.
Informal enquiries to Matt Carroll – firstname.lastname@example.org
Valuing excellence, sustaining investment
We value diversity at The University of Birmingham and welcome applications from all sections of the community’