Library Customer Services Manager

Salary: Grade 6 (£29,762 - £35,308 p.a. depending upon experience)

Location: This role will be based on the university campus. We are open to discussing flexible working arrangements

Are you an experienced manager ready to take on a rewarding role in a fast-paced, higher education environment? Do you have the passion and skill to deliver exceptional customer service and lead an essential frontline team?

The University of Leeds is one of the top 135 universities in the world. We have a truly global community, with more than 39,000 students from 170 different countries and over 9,000 staff of 100 different nationalities. Established in 1904, we have a strong tradition of academic excellence, reflected in first-class student education, along with world-leading research that has a real impact around the globe.

University of Leeds Libraries are one of the major academic research libraries of the UK, with globally significant collections and a strong service ethos. We recently received Customer Service Excellence accreditation and our ambition is to become one the greatest libraries in the world

This is an exciting opportunity to join with us in shaping the future of customer services as we continue to improve and transform our frontline services.

This is a key role in leading specific cross-site service activities such as Library Operations, Digital, Site or Customer Experience. Using customer experience and feedback as your guiding principle, you will work collaboratively with other managers and team members to develop services, policies and procedures.

You will have substantial experience of working in a fast-paced customer services environment combined with experience of supervising or managing staff with an ability to act as a role model for high performance. You will motivate, collaborate and lead others through high level interpersonal and communication skills to deliver the highest standards of customer care from the evening team.

Normal hours of work will be Tuesday - Saturday, 14:00pm - 22:00pm; however you may be expected to work outside of these hours on occasion in line with service needs.

Get to know us Visit Your career at University of Leeds Libraries to find out about our values, culture and ambitions.

What we offer in return

• 26 days holiday plus 16 Bank Holidays/days that the University is closed by custom (including Christmas) – That’s over 40 days a year!
• Generous pension scheme options plus life assurance
• Health and Wellbeing: Discounted staff membership options at The Edge, our state-of-the-art Campus gym, with a pool, sauna, climbing wall, cycle circuit, and sports halls.
• Personal Development: Access to courses run by our Organisational Development & Professional Learning team, and self-development courses including languages, Creative Writing, Wellbeing Therapies and much more.
• Access to on-site childcare, shopping discounts and travel schemes are also available.

And much more!

If you thrive working in a complex and varied environment this is an exciting opportunity for you to contribute to a world class organisation.

To explore the post further or for any queries you may have, please contact:

Audrey Cobb, Senior Operations Manager (Customer Services), email: a.j.cobb@leeds.ac.uk

Further details:

• Candidate Brief