Customer Services Manager (CSLIB1519)

Leeds; Leeds; On-site; GBP 42,000 - 55,000; Full time

Benefits offered by this job

26 days holiday

Bank holidays

Gym access at The Edge

On-site childcare

Shopping discounts

Travel schemes

Personal development courses

Job summary

University of Leeds Libraries is recruiting a Customer Services Manager to lead a fast-paced team delivering a high-quality service 24/7 across the campus. You will base on campus and work cross-site to support successful delivery of cross-service activity, demonstrating the University's values through commitment to excellent customer service.

The role requires strong people management, policy development, and continuous improvements to service provision with flexibility for working patterns

Qualifications

• Substantial experience in fast-paced customer services within a Library or similar operation.
• Ability to supervise staff and develop others; motivate high performance.
• Experience using IT and web-based systems; willingness to adopt new tech.
• Proven track record delivering proactive, high-quality customer service with innovation.

Responsibilities

• Lead a 24/7 customer services team across campus sites.
• Develop and implement Library policy and practice.
• Engage with stakeholders to improve service delivery and cross-service activity.
• Model university values, ensuring high quality, customer-focused service.

Skills

Team leadership

Staff supervision

IT systems

Customer service

Interpersonal skills

Communication

Flexible working

Cross-site work

Tools

Web-based systems

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.

And much more!

Visit Your career at University of Leeds Libraries to find out about our values, culture and ambitions

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

Beth Parry, Senior Operations Manager: Customer Services

Email: [e-mail]

Qualifications and SkillsEssential:Substantial experience of working in a fast-paced customer services environment within a Library or other comparative operationConfidence in the application and use of IT, substantial experience of using web-based systems and a willingness to engage with new information and communication technologiesExperience of supervising or managing staff, acting as a role model for high performance and ensuring that staff are motivated and developed effectivelyDemonstrable experience of delivering high-quality and proactive levels of customer service combined with an innovative approach towards service provisionExperience of dealing with difficult and challenging customers and non-compliance with policy in a professional and courteous wayAbility to work effectively both under own initiative and as part of a team, with a willingness to work collaboratively with the wider Library team, prioritising and balancing own and others workloads with a willingness to be flexible in a changing environmentExcellent interpersonal and communication skills using various mediums as required, with the ability to adapt your style accordinglyCommitment to continuous improvement, learning and personal developmentDesirable:Understanding of the library's role in supporting teaching and researchGood knowledge of the changing higher education environment and its impact on library provision