* Bonus/Benefits: Pension, up to 32 days annual leave, flexible working
* Job Type: Full Time, Hybrid
Job Description
JOB PURPOSE
Oversee all aspects of 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.
KEY RESPONSIBILITIES
1. Management responsibilities
1. Be responsible for excellent customer service and experience for the RCN library and museum including the physical library and online offer.
2. Manage the customer service team, including regular team meetings.
3. Line manage staff including staff development reviews and appraisals and ensure their training and development needs are met.
4. Ensure that all frontline staff are delivering a consistent and high-quality service.
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.
6. Recruit, plan and deliver induction to Customer Service team and library and museum staff.
7. Contribute to the library and museum management team including chairing meetings and assisting with strategic and operational development of the service.
8. Oversee all aspects of circulation including interlibrary loans, stocktake and weeding working with e-systems and collections.
2. Projects
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. Contribute to the management of user experience for the library and museum including reporting and developing.
3. Lead LAM team regional outreach programme, including student recruitment.
3. Financial responsibilities
1. Delineated responsibility for marketing budgets.
4. Specific role responsibilities
1. Lead the library and museum marketing planning and delivery.
2. Manage the troubleshooting of any issues that arises within the smooth running of the space.
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. Participate in rotas, managing and ensuring the smooth running of the library and museum space.
5. Develop digital customer services platforms and services as required.
6. Oversee that health and safety is adhered to within the department and the space.
5. Additional responsibilities
1. Treat colleagues, members, customers and others with respect in line with our values and Our Respect Charter.
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.
3. Comply with the RCN Data Protection Policy, Retention Schedule and department procedures to ensure personal data is protected at all times.
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 excellence in practice and shapes health policies.
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