User Services Manager

Islington Working; Greater London; On-site; GBP 35,000 - 50,000; Full time

Benefits offered by this job

Comprehensive package of staff training and development

Sector-leading salary

Pension scheme

Job summary

Islington Working is seeking a User Services Manager to oversee library operations and enhance the customer experience at St George's Library on the Tooting campus. The successful candidate will manage the User Services team, ensuring high-quality service delivery and strategic improvements in collaboration with senior colleagues.

The role requires excellent communication skills, significant service management experience, and a customer-focused approach. A sector-leading salary and benefits including comprehensive training and development are offered.

Qualifications

• Experience managing user services and library operations.
• Track record of delivery of responsive library services.
• Ability to lead and develop staff effectively.

Responsibilities

• Lead the delivery of library operations at the St George’s Library.
• Manage the User Services team and improve service quality.
• Contribute to strategic service improvements and projects.

Skills

Excellent communication and customer service skills

Customer focused approach to problem solving

Significant experience of staff and service management

Strong IT skills

Experience of successful project management

Job description

City St George’s, University of London is the University of business, practice and the professions and brings together the expertise and excellence of City, University of London and St George’s, University of London into one institution.

City St George’s library service provides support to students, staff and the wider University community across four library locations, augmented by online resources and user support delivered both online and at our library help desks. The Library Service has been awarded Customer Service Excellence accreditation.

We are seeking to recruit a User Services Manager to lead on the delivery of library operations and services at the St George’s library (Tooting campus) to ensure a high quality customer experience. To develop services and spaces in collaboration with senior User Services colleagues across the library service. To give operational leadership to staff providing user services at the St George’s Library, supporting their training and development.

Duties

• The User Services Manager gives operational leadership to staff and oversees the direction and development of library spaces and services at the Tooting campus, working in collaboration with senior User Services colleagues across the service.
• Responsible for managing the User Services team at St George’s Library and delivering a responsive and supportive service to students and the wider library user community.
• The role also involves contributing at a strategic level to the wider User Services function within the library service, working with other senior colleagues to identify and implement service improvements and taking a leading role on operational and project groups.

The successful candidate will offer:

• Excellent communication and customer service skills – interacting with library users, delivering training and communicating to library staff and stakeholders.
• Customer focused approach to problem solving, service development and improvement.
• Significant experience of staff and service management.
• Strong IT skills and ability to develop expertise in new technologies.
• Experience of successful project management.

Additional information

Closing date for applications: 19 July 2026 at 11:59pm. This role is 100% campus based at the Tooting campus.

City St George’s offers a sector-leading salary, pension scheme and benefits including a comprehensive package of staff training and development. City St George’s, University of London is committed to promoting equality, diversity and inclusion in all its activities, processes, and culture for our whole community, including staff, students and visitors.

We welcome applications regardless of age, caring responsibilities, disability, gender identity, gender reassignment, marital status, nationality, pregnancy, race and ethnic origin, religion and belief, sex, sexual orientation and socio-economic background. City St George’s operates a guaranteed interview scheme for disabled applicants.