Customer Services Manager

Leeds; Leeds; On-site; GBP 34,000 - 40,000; Full time

Benefits offered by this job

26 days holiday plus bank holidays

Gym membership discounts

On-site childcare access

Shopping discounts and travel schemes

Job summary

University of Leeds is seeking a Senior Operations Manager for Customer Services to lead a 24/7 frontline team across the campus. You will motivate, develop, and manage staff while shaping library policy and practice.

The role is based on the university campus with cross-site responsibilities and a 35-hour week (Tue–Sat, 14:00–22:00). Flexible working arrangements are discussed during recruitment.

Qualifications

• Leadership of a customer-focused team
• Experience in operations management
• Ability to develop and implement library policy and practice

Responsibilities

• Lead and develop a team providing a high quality service across the campus
• Coordinate cross-site activities and drive service improvement initiatives
• Work based on campus location with flexibility to visit different sites as required

Job description

This role will be based on the University campus.

Are you looking for an opportunity to join a customer focussed team of managers leading a team providing a high quality service 24/7 across the campus? Is the challenge of leading, motivating and effectively developing a team of people working 24/7 for you? Is service innovation a passion?

Hours of work are Tuesday - Saturday 14:00 - 22:00.

We are also open to discussing flexible working arrangements.

This role has a strong focus on people and operational management, as well as contributing to the development of Library policy and practice.

You will be based at one of our main campus Library sites but will be expected to work cross-site on a regular basis to support the successful delivery of cross-service activity.

All Customer Service Managers will be expected to work collaboratively as a team and lead by example, demonstrating the University’s values through commitment to high quality and customer-focused services.

Please note that due to Home Office visa requirements, this role may only be suitable for first-time Skilled Worker visa applicants if they are eligible for salary concessions. For more information please visit: www.gov.uk/skilled-worker-visa

What we offer in return

• 26 days holiday plus approx.16 Bank Holidays/days that the University is closed by custom (including Christmas) – That’s 42 days a year!
• Health and Wellbeing: Discounted staff membership options at The Edge, our state-of-the-art Campus gym, with a pool, sauna, climbing wall, cycle circuit, and sports halls.
• Personal Development: Access to courses run by our Organisational Development & Professional Learning team.
• Access to on-site childcare, shopping discounts and travel schemes are also available.

To explore the post further or for any queries you may have, please contact:

Beth Parry, Senior Operations Manager: Customer Services

Location Leeds - Main Campus Faculty/Service Professional Services School/Institute Library Category Administrative and Clerical Support Grade Grade 6 Salary £33,951 to £39,906per annum Working Time 100% FTE (35 hours per week) - Tuesday - Saturday 14.00 - 22.00 Post Type Full Time Contract Type Ongoing Release Date Wednesday 11 November 2026 Closing Date Tuesday 24 November 2026 Reference CSLIB1519

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