This role will be based on the University Campus, with scope for it to be undertaken in a hybrid manner. We are also open to discussing flexible working arrangements.
Are you an experienced people manager, with a passion for delivering a high quality and customer-focused service? Do you have a commitment to service improvement and innovation?
The University of Leeds Libraries is one of the major academic research libraries in the UK, with globally significant collections and a strong service ethos. We play a crucial role in the creation, dissemination, application, and preservation of knowledge, critical to the success of the University’s strategic ambitions. We are a major cultural hub, enriching the University and the wider community through our unique collections, rich resources, expertise, and innovative services.
The Customer Services team is our largest operational unit consisting of c.115 staff (c.80 full time equivalent) working across daytime, evening and weekend shifts. It has responsibility for key frontline services, including managing the Libraries’ receptions and enquiry services, supervising the day-to-day operation of library buildings and study spaces, managing print circulation processes, and maintaining our interlibrary document supply service. The service operates across five library buildings, with most buildings staffed 7 days per week, and with one 24-hour site operating for 51 weeks of the year.
The team has been through a major transformation process in recent years, which has changed significant aspects of its operating model and staffing. We are now consolidating and embedding those changes while continuing to develop the service in support of our strategy.
Taking a customer-focused approach to service delivery, you will work closely with the Associate Director for Student Learning & Experience to shape and set the strategic direction for Customer Services within the Libraries and will be responsible for its operational delivery. With the ability to lead a large complement of staff you will ensure that services are coordinated across a multi-site system, and you will monitor service delivery to ensure that high standards are maintained. You will work collaboratively with others within the Libraries and wider University on service development, as well as contributing to wider projects and developments.
You will be an experienced people manager with substantial experience of delivering customer-focused services, and with a proactive approach to service innovation, development, and continuous improvement.
Benefits:
* 26 days holiday plus approx. 16 Bank Holidays/days that the University is closed by custom (including Christmas) – That’s 42 days a year!
* 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.
* Access to on-site childcare, shopping discounts, and travel schemes are also available.
And much more!
To explore the post further or for any queries you may have, please contact:
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