Reader Services Team Lead — Elevate Library Service

University of Cambridge; Cambridge; On-site; GBP 23,000 - 32,000; Full time

Benefits offered by this job

36 days annual leave (pro-rata)

Exceptional parental leave

Discounts on major retailers

Professional development opportunities

Job summary

The University of Cambridge Libraries and Archives are seeking a customer-focused reader services professional to welcome readers and visitors, and to guide academics and researchers both in person and remotely. You will help manage staff and contribute to day-to-day Reader Services operations, supporting high service standards and policy development.

The role requires experience in line management, recruitment, induction and training, and a flexible approach to evolving service needs.

Qualifications

• Enthusiasm, flexibility, and a committed approach to the delivery of excellent customer service.
• Experience with formal line management responsibilities, including the ability to supervise, direct, motivate, and develop team members.
• A proactive approach, comfortable with allocating tasks to colleagues.
• Experience with the recruitment process, including interviewing candidates, training, and reviewing performance.
• Previous experience in devising, delivering, and reviewing induction and training programmes.
• A positive approach to developing and implementing policies and procedures to ensure an efficient, effective, and world-leading service.

Responsibilities

• Provide a welcoming point of contact to the Library's readers and visitors.
• Guide and advise a wide range of Cambridge academics, students, and visitors, both in person and remotely, with a dedication to delivering a high standard of customer service.
• Manage staff within the department.
• Be responsible for contributing to and delivering the day-to-day operations at the Reader Services desks.
• Support, maintain, improve, and promote the Library's high service standards.
• Demonstrate the ability to be flexible to the changing needs of the service.
• Assist or lead library and information skills activities.
• Assist in the induction, training and supervision of staff; documenting procedures.

Skills

Customer service

Line management

Recruitment

Training

Policy development

Job description

The University of Cambridge Libraries and Archives are seeking a customer-focused reader services professional to welcome readers and visitors, and to guide academics and researchers both in person and remotely. You will help manage staff and contribute to day-to-day Reader Services operations, supporting high service standards and policy development.

The role requires experience in line management, recruitment, induction and training, and a flexible approach to evolving service needs.