(13 Jan 2026) As part of the Office of Information, Knowledge and Library Services (OIKLS), Nanyang Technological University, Singapore, this position will contribute to the Library’s purpose of ensuring that NTU community has seamless access to information and services to support the learning, teaching and research needs.
The successful applicant will support the Service Innovation and Excellence unit within the Library in driving service quality initiatives.
Responsibilities:
- Manage the standard operating procedures (SOPs) for feedback management and service recovery.
Apply the guidelines on service delivery at the libraries. - 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 perform analysis of 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.
Find out more here.
