The Highlands & Islands of Scotland by 7ws4Y6


									 Further information
 for candidates
Learning and Information Services
Learning and Information Services (LIS) provides central support for IT systems,
networking, web-based learning, videoconferencing and library services. There are
currently around 30 members of LIS staff based at 7 locations across the Highlands
and Islands, and LIS turnover is around £3m p.a. LIS works in conjunction with
Academic Partners who also employ IT and library staff.

Services delivered to all or most of the UHI partnership include the student records
system, email, VLE, library management system, e-resources provision,
videoconferencing, wide area networking, telephony, applications delivery via thin

LIS is organised into the following sections:
• IT Services, including Operations and Customer Services
• Library Services
• Integrated Technologies
• Management Information
• Strategy and Development

Customer Services Manager
This post is one of two reporting directly to the Head of IT Services, the other being
the Operations Manager. You would be responsible for ensuring that LIS services
meet the needs of customers and are appropriately defined and monitored - this
includes responsibility for the LIS customer services interface, service definitions,
helpdesk services, performance monitoring and the LIS web presence.

Key aspects of the role are: making sure that lines of communication with our
complex customer base remain open, ensuring that customer satisfaction is
measured, recorded and improved, and making sure that our services are recognised
and understood by our users and easily accessed via our web site.

You will be of graduate calibre with significant experience and achievement in
customer services management. You will have very strong communication skills and
the ability to deal confidently with service customers at all levels. While this is not
primarily a technical role, you will need a high level of IT knowledge and
understanding to be able to represent the service effectively.

A detailed job description and person specification for the post are attached.

Applicants are encouraged to contact Mike MacDonald, Head of IT Services with
informal questions on 01463 279324 or by email at

Other information

The starting salary for this position will be in the range £32,232 pa to £34,194 pa
(UHI grade 7). For exceptional candidates a higher starting salary up to £37,365 pa
may be available.

Last revised 21 May 2012               Page 1 of 2
 Further information
 for candidates

This post is for the purposes of providing maternity cover and is fixed term until
30 September 2013. There is no guarantee of further employment after the expiry of
this term.

If already in the Universities Superannuation Scheme (USS) the successful
candidate will have the option to continue with this pension scheme otherwise the
successful candidate will be offered entry to the Local Government Pension Scheme

The successful candidate will be expected to devote the whole of their time to the
duties of the post. Outside paid work may be undertaken only with the permission of
the principal of UHI.

When completing the application form please ensure that you clearly address how
you meet both the essential and desirable selection criteria identified on the person
The closing date for applications is Tuesday 26 June 2012.

Interviews will be held shortly thereafter in Inverness.

Last revised 21 May 2012              Page 2 of 2

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