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Blog: Get to know our Customer Services Assistants

by University of Liverpool Library on 2020-12-03T15:13:00+00:00 | 0 Comments

The Customer Service Assistants team are based at both the Harold Cohen and Sydney Jones Libraries. The CSA team is comprised of 15 part-time and 3 full-time members of staff, working throughout the mornings, afternoons and evenings, 7 days a week to ensure a consistent service Monday to Sunday.

Day to Day CSA Role

The CSA team look after the building and ensure that the Library is a safe, comfortable and welcoming environment for visitors to use.

The CSA staff are the first faces you may see, opening up the main entrances to the building. As well as seeing us on Reception, you will see the CSA team around the building, dealing with faults, helping out with the Click & Collect service, managing the recycling and topping up printers.

An important role within our team is to report repairs as well as daily checking that there are no hazards, leaks or further issues to report. As a result of this, we work closely with colleagues from Facilities, Residential and Commercial Services, as well as external contractors and the staff from Campus Support team.

Part of the CSA role is to check the fire alarms are working properly, performing our weekly tests around the buildings. In the event of a genuine alarm, the team – along with designated Fire Wardens throughout the department – will be on hand to ensure a safe and timely evacuation from the building. So if a fire alarm is activated, you may see us directing you to the nearest Fire Exit.

Post-Lockdown, Cleaning Stations & Study Spaces

After the first lockdown, our team was one of the first back in the libraries. This was to ensure that the buildings were functioning properly for staff and eventually for the return of students. Our team was particularly busy in ensuring the building was COVID secure. This involved reconfiguring furniture, relocating about half of the chairs into storage, and working closely with colleagues in Computing Services to maximise the amount of PC study spaces we could make available. All this was done in conjunction with our University’s Health & Safety Office, ensuring that each study space, PC study space and walkway were socially distanced and compliant with our new regulations.

Once the new furniture layouts were arranged, the team set up the cleaning stations around the library, so each user had access to hand sanitiser and antiviral wipes to ensure safe work spaces could be maintained. As part of our day, we regularly wipe down the door handles, stair rails, lift buttons and other touch points throughout the library.

We ensure that the cleaning stations are well stocked with hand sanitiser and wipes before students arrive for the day, and work with suppliers from the University to make sure we have a steady supply for our work spaces.

We’ve worked closely with our colleagues in the Mail Room to ensure all those books posted back get returned. Our colleagues in the Shelving team then get the books back on the shelves. The books are then ready and waiting to be retrieved by staff as part of the library’s popular Click & Collect service.

How can our students help?

Users of the library will have seen all the extra measures in place since the initial lockdown. From the floor signage to the cleaning stations, the occupancy levels on rooms to the reconfigured furniture; this is all designed to create as safe and efficient working environment as possible for our students. To ensure that we’re able to keep the library open, we’re thankful to our students for respecting social-distance, wearing a face covering and showing consideration to others.

Once we finally return to the old normal (or maybe the new normal?), we’ll make sure all those chairs and all those tables get put back together again, magically returned to their original homes.

In the meantime, thank you for helping us keep everything safe and secure.


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