Team Leader, Customer Services and Learning Environment

London, United Kingdom
02 Jul 2018
End of advertisement period
15 Jul 2018
Contract Type
Full Time

Main duties and responsibilities:

Working with the Head of Customer Services and Academic Achievement the post holder will be responsible for managing Senior Library Advisers and an agile and flexible team that supports all Library Services’ activities. The post-holder will continue to develop high quality, user-focused and responsive frontline services that enhance the individual user experience in the new Library meeting the demands of our academic communities and the University’s strategic objectives.

  • Leads on all operations and processes within the team, overseeing all day-to-day front-line services activities and ensuring operational plans are delivered
  • Co-ordinates the Senior Library Advisers’ areas of responsibility
  • Oversees the management of the Library learning environment and ensures building and physical environment is fit for purpose
  • Responsible for staff management processes and development for a large team of Library Advisers and other temporary staff
  • Responsible for all aspects of stock management
  • Responsible for all aspects of circulation (self-issue, returns, renewals, fines queries, RFID)
  • Oversees implementation and development of the triage Information Service, ensuring user education, first line enquiry and ongoing support by appropriate services
  • Plans, reviews and implements opening hours
  • Manages timetables and schedules for permanent team members, as well as temporary and outsourced staffing resources, for term time and vacation; weekend, cover, extended and 24/7 hours
  • Manages access to services (external and internal clients) to ensure inclusive services and facilities
  • Manages external Library Services web content, internal portals, plus promotion and marketing of services
  • Develops, monitors and evaluates services
  • Co-ordinates feedback and performance, including quality assurance, SLAs, audits, reviews and planning
  • Fosters strong team values and works with other Team Leaders to provide joined-up services
  • Builds and maintains strong relationships with all stakeholders across the university and actively develops/implements student engagement strategies
  • Works with Head of Customer Services & Academic Achievement to develop operational plans in line with strategic objectives

Person Specification

The Person Specification focuses on the knowledge, skills, experience and qualifications required to undertake the role effectively. Please ensure that your application demonstrates how you meet the essential criteria. You will be assessed by your completed application form (A), at interview (I) and in some instances through an exercise (E).

Essential Requirements

  • Education and Qualifications
    • Educated to degree level or equivalent
    • Qualified Librarian (or working towards)
    • Customer Service background
  • Knowledge and skills
    • Significant relevant customer services or professional library experience in a user-facing, frontline service role, preferably within HE or public services environment
    • Significant experience of managing staff; able to build and develop teams
    • Ability to deliver responsive and proactive service to all stakeholders
    • Collaborate and build relationships effectively including cross-team working
    • Handle complex situations, prioritise competing demands and deadlines
    • Strong problem-solving skills, able to think of alternative solutions
    • Able to make clear decisions
    • Good organisational skills
    • Eagerness to continually develop services Knowledge of marketing and promotion activities
    • Up to date with social media and other networking resources, new technologies and services
  • Work experience
    • Experience of successfully managing change
    • Project management
    • Good communication and advocacy skills
  • Other requirements
    • Flexibility to meet the changing needs of the service and University
    • Able to work flexibly on occasion beyond the normal working week to meet with staff working different shift patterns or to provide client services
    • Open mindedness and innovative thinking
    • Keen to develop new services and practices

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