Customer Experience Manager

University of Southampton - Client Services and Support

Location: Highfield Campus

We are looking for a customer focussed manager to provide expertise and insights on customer experience in the Library Service. Library experience is not essential for this post. We would like to appoint a customer experience manager who is knowledgeable in UX and Customer Service Excellence or have equivalent knowledge and practices and who can work on providing a joined up customer experience. Good organisational and planning skills and proven experience in using feedback to improve and develop services are essential. 

The post will involve working collaboratively across a range of internal and external teams within the University and outside the University to make sure policies and information are clearly communicated to internal and external customers. The ability to build strong relationships is essential for this. 

The University of Southampton Library has over 1.5  million visitors per year and is a busy environment, so you will need to  be agile in responding to issues relating to the customer experience. In addition you will have good people management skills as this role manages a large front desk team at the Hartley Library, the largest of our campus libraries which operates a 24/7 service and the Learning Commons Library at the Avenue Campus.  

Application Procedure:

You should submit your completed online application form at The application deadline will be midnight on the closing date stated above. If you need any assistance, please call Sam Stubbs (Recruitment Team) on +44 (0)23 8059 4046. Please quote reference 941217KX on all correspondence.

Further details:

We aim to be an equal opportunities employer and welcome applications from all sections of the community. Please note that applications from agencies will not be accepted unless indicated in the job advert.

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South East England