Library Customer Service Manager

FTE:1.0 fte (working 37 hours per week)

Duration of Contract: Permanent

Salary: UH7 £37,099pa to £40,521pa with potential to progress to £44,263 pa on achieving designated skills and experience.

Annual Leave: 30 days plus standard public holidays and an additional 4 days including the closure between Christmas and New Year

Location: College Lane Campus and De Havilland Campus Hatfield

The Library Customer Service Team provides, manages and supports University learning environments, most notably those within the University’s twin Learning Resources Centres (LRCs) which are available to students, staff and visitors day and night throughout the year.

Main duties and responsibilities

Our Library Customer Service Managers lead the team and collaborate with a wide variety of internal and external partners in ensuring the effective day-to-day delivery of the services and facilities available across our learning spaces. In addition to line managing front-line staff, the post holder will ensure that all visitors experience a high standard of customer service, enjoying a welcoming and inclusive environment that meets their independent study needs. This includes ensuring that the learning spaces are fit for purpose, well maintained and meet all relevant legal and regulatory requirements.  The Library Customer Service Managers also play a major role in identifying and understanding future needs and then planning and implementing positive change.

Skills and experience required

You will have proven experience of managing a busy customer facing environment including line managing, motivating and developing a diverse team. You will be a good leader, with a ‘can do’ attitude and effective problem solving skills. You will have the ability to work collaboratively and calmly under pressure, prioritising changing workloads and delegating effectively. With practical IT skills, excellent written and verbal communication skills, you will also have experience of improving services and implementing positive operational change.

Qualifications required

Education to a minimum of a degree or equivalent, or proven experience

Please view the job description and person specification for a full list of the duties and essential criteria. Please attach a personal statement showing clearly how your skills and experience match the Person Specification.

We regret that we are unable to offer UKVI sponsorship for this post; applicants will either hold UK Right to Work, or demonstrate access to UK Right to Work, before an offer is made

Contact Details/Informal Enquiries: Peter Hanna, User Experience Manager at p.hanna@herts.ac.uk

Closing Date: 03 December 2023

Interview Date: TBC

Reference Number: 055756

Date advert placed: 17 November 2023

Our vision is to transform lives: UH is committed to Equality, Diversity and Inclusion and building a diverse community. We welcome applications from suitably qualified and eligible candidates regardless of their protected characteristics, and recognise there are different ways applicants may achieve the criteria in this document. We offer a range of employee benefits including generous annual leave, flexible location opportunities within the UK, discounted Sports Village memberships and free Active Staff sessions, personal and professional development and family-friendly policies. #GoHerts

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