Our Service Level Agreements

Service level agreements (SLAs) are our commitment to the staff, students and visitors of the library and the expected level of service that they will receive from the Customer Services Team (CS).  These SLAs are published on the library website and our performance against these SLAs also shared on a monthly basis through social media and website updates.

Download our full service level agreements framework.

Customer Contact

Telephone enquiries & Voicemail

1.1 Between the hours of 8:30 to 20:00 Weekdays.

All calls shall be answered within 5 rings and queries shall be resolved immediately if library related or transferred to the most appropriate person/hub/department

1.2 Between the hours of 9:00 to 17:30 Weekends and Bank Holidays

All calls shall be answered within 5 rings and queries shall be resolved immediately if library related or transferred to the most appropriate person/hub/department on their next working day.

1.3 Voicemails

Voicemails received during staffed hours as noted above will be responded to within 2 hours. Voicemails received out of staffed hours will be responded to within 2 hours of the next Customer Service staffed shift.

1.4 Security staffed hours

Security will answer phone calls using library procedure during their times of work. Any queries left unresolved will be handed over to staff during briefing period. Staff will follow up the enquiries within 2 hours of opening.

 

Email & Supportworks Includes libhelp email

1.1 Between the hours of 8.30am and 7.45pm weekdays

All Supportworks queries will be triaged and all CS queries will be responded to on the day of receipt. Calls will be placed on hold up to a maximum of 3 days if further information is needed to be gathered, however an email explaining this must be sent to the recipient within 24 hours of receipt.

1.2 Between the hours of 9am and 5.15pm weekends and Bank Holidays.

All Supportworks queries will be triaged and all CS queries will be responded to on the day of receipt. Calls will be placed on hold up to a maximum of 3 days if further information is needed to be gathered, however an email explaining this must be sent to the recipient within 24 hours of receipt.

1.3 Security staffed hours

Security do not have access to this system and all Supportworks received during this time will be responded in the first instance within 1 hour of the next working day.

 

LiveChat online chat facility

1.1     Between the hours of 8.30am and 7:45pm weekdays

All live chat calls will be answered in line with the average response time of 30 seconds and queries shall be resolved within the chat if Customer Service related or transferred to the most appropriate Person/Hub/Department.

1.2   Between the hours of 9am and 5:15pm Weekends and Bank Holidays

All live chat calls will be answered in line with the average response time of 30 seconds and queries shall be   resolved within the chat if Customer Service related or transferred to the most appropriate Person/Hub/Department on their next working day.

 Live Chat is only available during the hours as noted above.

 

Social Media Facebook,  Twitter & Instagram

1.1 Between the hours of 8.30am and 7.45pm  weekdays

All queries taken on Twitter, Facebook or Instagram will be acknowledged within 3 hours, triaged and all CS queries will be responded to within 24 hours of acknowledgement.

1.2 Between the hours of 9am and 5.15pm weekends and Bank Holidays.

All queries taken on Twitter, Facebook or Instagram will be acknowledged within 3 hours, triaged and all CS queries will be responded to within 72 hours of receipt.

1.3 Security staffed hours

Security staff do not have access to library social media channels. Messages received during this time will be   acknowledged within 1 hour on the next working day, triaged and all CS queries will be responded to within 24 hours of acknowledgement.

Feedback and Complaints

An initial response should be provided within 24 hours of an informal complaint being made. This is to acknowledge the complaint made and provide guidance on the expected   resolution time.

If unable to resolve within the expected timeframe as noted initially, this will be passed to our Operations Management Team who will aim to resolve within a further 48 hours.

Final informal escalation will be to the Head of Customer Services who will investigate and provide a response within a further seven working days.

If this complaint is unable to be resolved through the local informal process then an escalation to formal complaint may be made.

 

Service Standards

Available Holds

1.1 Between the Hours of 10am to 8pm on Weekdays

Available Hold requests shall be run at the following times to be on the relevant shelf for collection; 10am on shelf at 12pm, 3pm on shelf at 5pm and 6pm to be on shelf at 8pm

1.2 Between the hours of 10am to 5.30pm on weekends and bank holidays

Available Hold requests shall be run at the following times to be on the relevant shelf for collection; 10am on shelf at 12pm, 3pm on shelf at 5pm.

 

Returned items

HDC

1.1 During Semester & Vacations

HDC items will be returned to the reading room at 9.30 am, and within one hour thereafter

2.3 Security staffed hours

HDC items will be returned to the Reading Room within an hour of Customer Service Staff start time.

Returned items

Floors 2-7

2.1 During Semester

These items will be returned to the relevant floor at 10am and within 2 hours thereafter.

2.2 During Vacation

These items will be returned to the relevant floor at 9.30am and within 4 hours thereafter.

2.3 Security staffed hours

Floors items will be returned to the relevant floor within two hours of Customer Service Team start time and within 2 hours thereafter.

Suggest a Purchase

1.1     Monday to Friday

Supportworks is checked and any requests  are actioned. requesters are informed if their request has been accepted and that if an ebook is not available a print book may take up to 4 weeks to arrive.

1.2     Friday Only

List is shared with acquisitions who will order the items.

1.3     EBooks

Any ebooks purchased, the requestor receives an email with the link and the item is available immediately for use.

1.4 Lists  

Are created in our supplier database and can be checked.

1.5 In the absence of the Operations Manager (collections) this is passed to the Resource Officer (books) to ensure continuity of service