Library Services Assistant Manager - Academic Services - 55573 - Grade 5

University of Birmingham; United Kingdom; On-site; GBP 30,000 - 40,000; Full time

Job summary

A leading academic institution in the UK seeks a Library Services Assistant Manager to oversee frontline library staff, manage performance, and ensure high levels of customer satisfaction. The role includes training team members and maintaining service quality across multiple library sites. Ideal candidates will have relevant qualifications and experience working in a service-oriented environment.

Qualifications

• Experience in a public or academic library is desirable.
• Ability to learn new processes quickly and thoroughly.
• Understanding of management competencies.

Responsibilities

• Line manage a small team in Library Services.
• Provide training for colleagues and manage performance.
• Ensure high standard of customer service.

Skills

Customer service experience

Team management

Interpersonal skills

Organizational skills

Education

A levels or equivalent qualification

5 GCSEs at grade C or above

Job description

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Library Services Assistant Manager - Academic Services - 55573 - Grade 5

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Client:

University of Birmingham

Location:

United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Reference:

24a3b24a2cb5

Job Views:

6

Posted:

13.08.2025

Expiry Date:

27.09.2025

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Job Description:

Summary

Library Customer Support is the largest team within Library Services, with approximately 150 substantive and casual staff, working in 6 libraries and resource centres. Library Services Assistant Managers have a key role within the team, managing frontline staff and taking responsibility for the efficient operation of services and libraries. You will have a key role in supporting the Customer Relationship Manager in maintaining Library Services’ relationship with its customers: understanding customer needs, monitoring customer satisfaction and managing the public face of Library Services through online and printed media.In order to flexibly use resource you may be offered the opportunity to work elsewhere within the department or wider University.

This role follows a 6 week work pattern:

Weeks 1 and 2:

• Saturday, Sunday: 8:00 AM - 4:00 PM

Week 3:

Weeks 4, 5, and 6:

• Monday to Friday: 12:00 PM - 8:00 PM

Main Duties

• You will line manage a small team working in a specific area.This will include responsibility for:Recruitment, selection and induction of some new staff, and assisting the senior library customer support managers with other recruitment;ensuring induction is carried out and delivering training as appropriate;Holding regular 1-1 and progress meetings, offering advice and support as appropriate;Agreeing workloads and resolving any day-to-day workload issues;Conducting Performance and Development Reviews and reporting back on outcomes to your manager;Agreeing and managing annual leave between the team;Managing the performance of your team, including monitoring attendance, and identifying more serious performance management issues that will need addressing.
• You will be responsible for providing training in your work area to colleagues and new team members but also for identifying any team development needs and discussing with your manager.
• Supporting staff in trouble-shooting and problem-solving and to support them in developing professional relationships with contacts from other sections of the University.
• Encouraging and facilitating team working through a range of methods.
• Reviewing service levels and quality of work in your area in order to ensure a high standard of customer service to all stakeholders.
• Responsible for the Health and Safety of the team, their working environment and any equipment/facilities issues.
• Researching, writing and maintaining documentation and procedures for staff working within Library Customer Support, and ensuring that staff in all Library Services’ sites are fully briefed on activities which occur regularly but infrequently (for example, finalists procedures).
• Ensuring continuity of cover at frontline service points in Library Services’ libraries and resource centres, by devising appropriate staff rotas and arranging for casual staff cover where necessary.
• You may be asked to work in a specialist team or within a resource centre group, proactively evaluating service and making recommendations.
• Authoring and maintaining web pages and printed documentation eg on access and membership, interlibrary loans and borrowing procedures.
• Providing specialist input to project teams and implementing actions as appropriate.
• Maintaining accurate records and statistics relating to their service - for example, entry figures to Library Services’ site libraries (using Sentry software); shelving statistics; usage figures for services such as Library Services Direct.
• Providing expert/subject support for information desks and phone/email enquiry points in Library Services’ libraries and resource centres.
• Providing and organising user education (for example, library tours and freshers' events).
• Assisting in the implementation and monitoring of Library Services service level targets.
• Responding to more complex customer comments and complaints.
• Ordering stationery and similar supplies for your team; alerting senior colleagues to requirements for more expensive items of equipment such as PC upgrades, extra study tables, signage etc.

Required Knowledge, Skills, Qualifications, Experience

• A levels or an equivalent level 3 qualification, such as a Level 3 NVQ, or level 3 national diploma or equivalent.Where no equivalent qualification is held, relevant work experience evidencing the skills and ability to undertake the role will normally be required.
• 5 GCSEs at grade C or above including Mathematics and English Language (or equivalent).
• Experience of successfully working in a public or academic library is desirable.
• Experience of successfully working with the public in a service environment.
• Ability to integrate with and function effectively as part of a busy, diverse and established team.
• Understanding of management competencies, managing the work of others, and building/developing a team.
• Ability to learn new processes quickly and thoroughly.
• Excellent interpersonal and communication skills, including ability to influence and persuade others, and to develop positive and productive relationships with customers and colleagues.
• Able to demonstrate excellent organisational skills including the ability to appropriately prioritise workloads (own and others), to effectively multi-task and to work productively and effectively under pressure and to tight deadlines.
• Ability to promote the role of their team, to explain the work of the team and to assist with problems and queries from colleagues.
• Understands the importance ofequality and diversity in the workplace.
• Ability to identify and respond to equality and diversity issues in line with relevant policies and procedures.

Dimensions

Responsible for line managing a team and providing an excellent service to their customers.

Planning and Organising

To plan and organise their own work and the work of their team.Decides on the short-term priorities of the team.

Problem Solving and decision making

Will decide on how to deal with more complex issues and queries.They will make recommendations where procedural changes may need to be made.

Internal and External relationships

As a senior member of the team they will be a key contact for customers and colleagues.The customers may be internal or external to the University.

As a manager you will act as a key contact for more complex issues for customers and colleagues.