Assistant Manager - Customer Experience

We have a fantastic opportunity for a proactive and forward-thinking Assistant Manager to join our busy Customer Experience Team within Libraries, Museums and Galleries supporting the effective operations of one of the campus' busiest services.  Following a recent reimagining of Customer Experience, this is an exciting time to join us as the team aims to build on our existing high levels of student satisfaction and continues to anticipate and respond to changing user needs within our libraries.

You will have expertise in customer facing communications, enquiry management and handling complaints, with the ability to manage a team working across multiple sites.  Among other duties, you will work with existing colleagues to continually review and reshape our approach to enquiry management, introducing new practices to improve efficiency and add value to our customer interactions.

This role supports colleagues working across two sites, on various shift patterns, seven days a week. A flexible working approach and some regular evening and weekend working will be necessary. Library experience is not necessary for this role but an interest in the work and experience in a transferable setting will be an advantage.

You should have a degree or equivalent qualification or relevant professional experience. The ideal candidate will have proven excellent customer care skills and the ability to work across team structures to manage effective working relationships at all levels.

This post is full-time, 35 hours per week including regular evening and weekend shifts; roughly equivalent to two Saturday or Sunday and two evening shifts per month.

Interviews are anticipated to take place in June 2026, subject to change.

Our commitment to Equality, Diversity and Inclusion

We are committed to enhancing a workforce as diverse as our community and particularly encourage applicants who are of minoritised genders and ethnic backgrounds, living with a disability, and/or are members of the LGBTQIA+ community.

For full details and to apply online, please visit: recruit.liverpool.ac.uk

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