Customer Services Supervisor (Document Supply and Accessibility)

University of London; Greater London; On-site; GBP 21,000 - 26,000; Full time

Job summary

The University of London seeks a proactive library professional to join Senate House Library, taking responsibility for the Document Supply Service and related customer support. You will oversee staff, manage daily operations, and collaborate with the digitisation team to enhance reader access.

You will work on Saturdays on a rotating basis, with one Saturday every four, contributing to inclusive services and an efficient library environment.

Qualifications

• Experience in document supply services would be advantageous.
• Strong IT skills and ability to problem-solve with readers and staff.
• Willingness to work Saturdays on a rota basis (11:00–19:00).

Responsibilities

• Manage and develop SHL’s Document Supply Service delivered via Alma.
• Supervise Customer Services Officers on evenings and weekends.
• Act as Duty Officer for daily operational issues on a rota basis.
• Provide front-line and administrative support and ensure accessible services for readers.
• Liaise with digitisation team to support workflows.

Skills

Customer service

Staff supervision

Rotas

IT literacy

Tools

Alma Library Management System

Job description

The University of London

The University of London is both the UK’s largest provider of international distance and online learning and the convenor of a federation of 17 renowned higher education institutions.

The federation brings together more than 250,000 learners and 50,000 staff in a collaborative community that is delivering high-quality research and education across all disciplines.

Since 1858, we have expanded access to world-class higher education. Today, around 40,000 students in more than 190 countries are part of our global learning community.

The University of London is also home to the School of Advanced Study, the national centre for the humanities, whose mission is to advocate for the discipline.

By working together, we expand access to outstanding higher education and resources, and extend their benefits to learners and researchers across the UK and around the world

The Role

The successful candidate will be part of a forward-facing team providing an effective and welcoming library service at Senate House Library (SHL). You will participate in both front-line and administrative duties. Your responsibilities will include the management of staff working on Document Supply. You will also take supervisory responsibility for Customer Services Officers at evenings and weekends as well as acting as Duty Officer for daily operational issues on a rota basis.

Experience of working with document supply services would be advantageous in this role as you will manage and develop SHL’s Document Supply Service which is delivered via our Library Management Service, Alma. You will also liaise closely with the digitisation team as part of the role.

You will have responsibility for the provision of our services and spaces for readers with accessibility needs. You will work with the Head of Customer Services to ensure that our services are inclusive and accessible.

A proactive and positive approach, confidence with IT systems, and the ability to problem-solve while working effectively with readers and staff are all essential for this role.

This full-time role includes Saturday working on a rota basis, with a maximum requirement of one Saturday in every four. You will work one shift a week 11-7pm on a regular basis. Time Off In Lieu for Saturdays or any additional hours worked will be provided.

For a full role profile, please refer to the job description below.

Further information

The University will be unable to sponsor candidates for a visa for this role. Successful applicants must be able to prove their right to work in the UK for the duration of their employment.

Preferential consideration will be given to the University redeployment pool.

The University of London is committed to promoting a diverse and inclusive working environment where we can all be ourselves and succeed. We particularly encourage applications from members of Black, Asian, and Minority Ethnic communities as this group is currently under-represented at all levels within the University. All appointments will be made on merit, based on the criteria named in the job description.

Pursuing excellence in education and equal opportunities.

University of London Benefits

www.london.ac.uk