Senior Library Executive, Service Innovation & Excellence
5 days ago
Posted date5 days ago
N/A
Minimum levelN/A
Education / TrainingJob category
Education / TrainingThe Office of Information, Knowledge and Library Services (OIKLS) provides seamless access to information and services to support the learning, teaching and research needs of the NTU community. OIKLS seeks a service-oriented, innovative and enthusiastic Senior Executive (Library Service Innovation & Excellence) to support the team in service excellence initiatives and to uphold and service excellence standards.
The successful applicant will work with different stakeholders across the University in innovation-driven initiatives with a focus on service excellence.
Responsibilities
Requirements
Hiring Institution: NTU
The successful applicant will work with different stakeholders across the University in innovation-driven initiatives with a focus on service excellence.
Responsibilities
- Apply the guidelines on service delivery at the libraries.
- Manage the standard operating procedures (SOPs) for feedback management and service recovery.
- Provide effective and timely follow-up on enquiries received.
- Create training materials/courseware for library colleagues.
- Train and guide Library Executives in managing difficult customers/situations.
- Identify and investigate potential issues at service touch points and intervene to perform service recovery with stakeholder(s), if applicable, to propose solution(s) to address the issues.
- Assist with investigations and mitigate the situation by providing favourable solution(s).
- Compile and analyse the compliments and complaints to provide learning opportunities for library colleagues.
- Implement, support and monitor the service quality activities, e.g. service awareness campaigns, forums, and awards.
- Supervise and assist in collection maintenance and library facilities.
- Train, manage, and participate in the assessment of a pool of student assistants.
- Provide a range of service desk and AOH (after office hours) services to users in the libraries during the opening hours.
- Deliver After Office Hours (AOH) services during designated weekday evening and weekend opening hours.
Requirements
- Diploma holders in any discipline with 3-5 years of work experience in customer service, or Degree holders with an interest in this area.
- Proficient in MS Office Word, Excel and Powerpoint.
- Experience in operations, customer service or communications role in academic libraries or large libraries.
- Experience in executing innovation-driven or process improvements projects.
- Experience in developing communication plans or stakeholder management in education industry.
- Service-oriented mindset with focus on customer service.
- Strong communication skills in customer interactions, presentation to stakeholders and training delivery.
- Organized and detail-oriented with ability to analyze processes and identify areas for improvements.
- Able to work independently and collaboratively in a team.
- Able to adapt and thrive in rapidly changing, complex and ambiguous environment.
- Familiarity with library management systems and some knowledge in data analysis will be added advantage.
- Experience in Project Management will be added advantage.
Hiring Institution: NTU
JOB SUMMARY
Senior Library Executive, Service Innovation & Excellence
Singapore
5 days ago
N/A
Full-time