JOB PURPOSE
Oversee all aspects the library and museum customer service offer both in
person and online.
The role of the Customer Service Manager is to support the Library and Museum
(LAM) in the delivery of customer service including marketing, monitoring and
reporting on the service.
Page 2 of 3
KEY RESPONSIBILITIES
1. Management responsibilities
1.1 Be responsible for excellent customer service and experience for the RCN
library and museum including the physical library and online offer
1.2 Manage the customer service team, including regular team meetings.
1.3 Line manage staff including staff development reviews and appraisals and
ensure their training and development needs are met
1.4 Ensure that all frontline staff are delivering a consistent and high-quality
service
1.5 Ensure all Customer Service staff and the wider library and museum team
regularly update and develop their customer service and information skills
through planned CPD programmes and individually targeted training
1.6 Recruit, plan and deliver induction to Customer Service team and library and
museum staff
1.7 Contribute to the library and museum management team including chairing
meetings and assisting with strategic and operational development of the
service
1.8 Oversee all aspects of circulation including interlibrary loans, stocktake and
weeding working with e-systems and collections
2. Projects
2.1 Manage all aspects of service monitoring and continuous improvement
including reporting on service standards, KPIs and SLAs, feedback, mystery
shopping and quality assurance
2.2 Contribute to the management of user experience for the library and
museum including reporting and developing
2.3 Lead LAM team regional outreach programme, including student
recruitment
3. Financial responsibilities
3.1 Delineated responsibility for marketing budgets
4. Specific role responsibilities
Page 3 of 3
4.1 Lead the library and museum marketing planning and delivery
4.2 Manage the troubleshooting of any issues that arises within the smooth
running of the space
4.3 Work with other managers and external teams to ensure an integrated and
consistent service is provided to members, including acting as duty
manager onsite
4.4 Participate in rotas, managing and ensuring the smooth running of the
library and museum space
4.5 Develop digital customer services platforms and services as required
4.5 Oversee that health and safety is adhered to within the department and the
space.
5. Additional responsibilities
5.1 Treat colleagues, members, customers and others with respect in line with
our values and Our Respect Charter.
5.2 Champion equality, diversity, inclusion and human rights and be responsible
for contributing to achieving the commitments set out in the RCN Group
Equality, diversity and inclusion statement.
5.3 Comply with the RCN Data Protection Policy, Retention Schedule and
department procedures to ensure personal data is protected at all times.
5.4 Maximise all opportunities available to encourage member recruitment and
promote the benefits of joining the RCN. Promote the RCN as the
organisation that represents nurses and nursing, and that promotes
excellent in practice and shapes health policies.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident .