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The role

This campus-based role offers an exciting opportunity to join the Library Customer Services Team working to deliver accessible and inclusive services to students and researchers across the University. With a focus on bridging the shift between daytime teams and third-party contractors that support overnight opening across the academic terms you will be the point of contact for staff working across campus in the evening.

What will you be doing?

Line managing teams of library assistants and library support assistants to deliver in person support and information, you will lead by example to set the standard for excellent customer service. You will work flexibly across sites as required with colleagues, to ensure that service levels are maintained to a high standard and as advertised. You will support the management of staff performance, recruitment of new team members and training.

You should apply if

You have some experience of first line management or managing an area of work. Can demonstrate excellent customer focus and a strong drive to motivate and lead teams to work towards service improvement. You have knowledge and understanding of the challenges of delivering front line services across a seven-day working week. You have excellent communication and interpersonal skills with an ability to work with and build professional rapport with a wide range of staff, third party contractors and customers.

You are confident in investigating, communicating, and following up IT issues that impact on front line library customer service delivery, drawing on the support of the IT Services Team. You are confident in investigating and responding to issues around service delivery and identifying training needs to support improvement.

Additional information

Hours: 20 per week; 40 weeks per year.

The work pattern for this role is Wednesday 3.00-8.30 pm; Thursday - Saturday 3.30-9.00 pm

Both roles include all Bank Holidays and University Closure Days that fall within the work pattern including additional exceptional UK Bank Holidays. Please note that this work pattern is not negotiable.

This advert will close at 23:59 GMT on Sunday 17th September 2023.

For informal enquiries please contact Abby Letchemanan (Customer Services Manager) [email protected]or Andrew Cox (Customer Services Manager) [email protected]

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