Campus Liaison Officer

Campus Liaison Officer, University Campus, London, 9 Month Fixed Term Contract with the possibility of extension, c.£33,500 pro-rata, 25 hours per week, 2:00pm-7:00pm Mon to Fri

Renowned University, requires a Campus Liaison Officer to work 5 hours a day, Monday to Friday, to patrol the Campus Libraries. This is a 9 month fixed term contract initially with the possibility of extension. You will build a rapport with the students and ensure protocols are adhered to, administer warnings and reports on sanctions when necessary and work to maintain a positive and safe study environment. If you enjoy working with people, are confident dealing with a wide range of situations and would like to contribute directly to creating a safe, inclusive and positive campus experience, this could be the role for you!

Responsibilities will include:

• providing a visible, approachable and reassuring presence across designated University study and learning spaces on the campus
• helping maintain safe, welcoming and appropriate study environments within  Libraries and other designated campus spaces, including IT laboratories and open or social study areas
• engaging proactively with students, providing initial help and advice, monitoring the study environment and responding appropriately to behaviour, welfare, health and safety and facilities-related concerns
• explaining expectations and seeking to resolve issues informally in the first instance through clear communication, early intervention and appropriate de-escalation
• where issues cannot be resolved informally, following agreed procedures for reporting and escalation, working closely with Library and IT colleagues, Campus Security and other relevant University services
• responding calmly and confidently to challenging behaviour, conflict or difficult situations, seeking assistance where necessary
• identifying situations requiring escalation and liaise promptly with Campus Security, senior Library and IT colleagues or other relevant University teams in accordance with agreed procedures
• engaging with students face to face or via email, recording incidents and concerns through reporting systems, and contributing to appropriate follow-up action
• helping identify recurring issues by accurately recording incidents and sharing feedback about student behaviour, use of spaces and emerging operational concerns
• regularly roaming and monitoring designated spaces, identifying and responding proactively to issues affecting the student experience, safety or appropriate use of the environment
• managing noise, behaviour and use of spaces in accordance with the Library Personal Conduct Code and relevant University policies, regulations and procedures
• recording and reporting incidents accurately using relevant University reporting, enquiry or case-management systems and contribute to the identification of recurring issues, patterns of behaviour or areas of concern
• responding appropriately to student welfare concerns and signposting or referring students to relevant University support services
• providing excellent customer service, including initial information, advice and directional assistance to students
• identifying and reporting facilities, health and safety or environmental issues affecting designated spaces following these through with the appropriate service where necessary
• participating in meetings

• confident, approachable and customer-focused
• ability to build a rapport with students
• able to manage challenging situations professionally and proportionately
• clear communication and de-escalation skills
• experience of dealing effectively and professionally with challenging behaviour, conflict or difficult situations
• experience of working in a customer-facing environment
• comfortable working independently and using your judgement, while also being an effective member of a wider team
• ability to use judgement to assess situations and determine when intervention, referral or escalation is appropriate
• ability to use Microsoft 365 and relevant digital enquiry, reporting and record-management systems
• experience of following procedures, escalating concerns appropriately and maintaining accurate records
• Commitment to equality, diversity and inclusion and to treating all users fairly, respectfully and consistently
• ability to remain calm and professional when dealing with challenging situations

Experience of working in a university or library environment would be useful but is not essential. If you have worked alongside security, facilities, student support or welfare services that would be a bonus as would experience of incident reporting or case-management systems. Also if you have experience or training in conflict management, de-escalation, safeguarding, mental health awareness or first aid that would also be useful.