Hybrid Library Experience Lead: Service & Team Growth

The Manchester Metropolitan University; Manchester; Hybrid; GBP 28,000 - 36,000; Full time

Job summary

Manchester Metropolitan University is seeking a Library Experience Co-ordinator to lead day-to-day service delivery in a busy library setting, respond to customer feedback and support a team of Library Experience Advisers and Assistants in delivering excellent customer service both face-to-face and online. This full-time permanent role (35 hours per week) may require evenings, weekends and bank holidays.

The university supports flexible working arrangements, including hybrid schedules, and is

Qualifications

• Experience delivering high-quality customer service
• Experience supervising a team in a customer-facing environment
• Ability to identify and resolve day-to-day operational issues
• Experience in developing and supporting team members

Responsibilities

• Lead day-to-day service delivery and operational activity
• Respond promptly to customer feedback and escalated complaints
• Manage and support Library Experience Advisers and Assistants to deliver excellent customer service both face-to-face and online
• Collaborate with other Library managers to plan and deliver projects that support organisational objectives

Skills

Customer service

Team supervision

Operational issue-solving

People development

Job description

Manchester Metropolitan University is seeking a Library Experience Co-ordinator to lead day-to-day service delivery in a busy library setting, respond to customer feedback and support a team of Library Experience Advisers and Assistants in delivering excellent customer service both face-to-face and online. This full-time permanent role (35 hours per week) may require evenings, weekends and bank holidays.

The university supports flexible working arrangements, including hybrid schedules, and is