Assistant Customer Services Manager for College Libraries

Job description

The University

At Durham University we are proud of our people. A globally outstanding centre of educational excellence, a collegiate community of extraordinary people, a unique and historic setting - Durham is a university like no other. Across the University we have a huge variety of roles and career opportunities, which together make us a large and successful community, which is a key hub of activity within our region and nationally. Whether you are at the very start, middle or end of your career, there is a role for you. We believe everyone has their own unique skills to offer. We would be thrilled if you would consider joining our thriving University. Further information about the University can be found here

The Role and the Department

This is a new post and an exciting opportunity to develop relationships between the main university library and Durham's college libraries. You will be based in the Customer Services section of University Library and Collections, and work collaboratively across all our teams. You should be passionate about the opportunities libraries provide and open to creative and different ways to achieve this.

In conjunction with the Head of Customer Services and the Library Customer Services Manager this post will take a coordinating approach across the college libraries. You will develop a strong, proactive relationship between college libraries and University Libraries and Collections. You will advise on and support the development of College Libraries and their collections through:

• Management of the relationship between Colleges and University Library and Collections for all aspects of library services.

• Providing professional library and related guidance and advice to staff and students with the operational running of College Libraries.

• Liaison with Library and Collection teams, including our acquisitions, cataloguing and systems teams, to ensure processes work for everyone and support communication.

• Support for development, bids, projects, refurbishments as appropriate.

• Developing and applying common frameworks, guidance and good practice documents.

• Contributing to library projects and initiatives, including refurbishment, user engagement, stock management.

• Support colleges in recruitment of student College Library Officers as required.

• Identify, coordinate and deliver training and support for Student College Library Officers and volunteers.

• Facilitation of the College Library Officers meetings and sharing of best practice.

There are opportunities for some hybrid working. The post will be based at Bill Bryson Library. Our colleges are located across the City of Durham, and you will regularly attend them onsite.

The Customer Services Team provide all front-line (face to face and virtual) customer, visitor and enquiry services for the Library and Collections. This includes services at our in-person and virtual enquiry desks at our libraries, visitor attractions, museums and castle. Our team is responsible for library circulation processes, operations and delivery, library disability support services for students, user communication, visitor experience, access to our buildings and management of our spaces. We lead on User Experience work for the department, taking a user centric approach to service development and delivery. We also lead on buildings support and health and safety for the department.

Durham is a collegiate University. Many of the colleges have a library facility, of varying sizes and activity that reflect the character and needs of individual colleges. They are run operationally by the colleges who appoint and manage student library officers and student volunteers. Each library is different and is college led; we look to celebrate those differences.

Please read the essential criteria carefully, before applying.

Working at Durham

A competitive salary is only one part of the many fantastic benefits you will receive if you join the University: you will also receive access to the following fantastic benefits:

• 27 Days annual leave per year in addition to 8 public holidays and 4 customary days per year - a total of 39 days per year.
• No matter how you travel to work, we have you covered. We have parking across campus, a cycle to work scheme which helps you to buy a bike and discount with local bus and train companies.
• Lots of support for health and wellbeing including discounted membership for our state of the art sport and gym facilities and access to a 24-7 Employee Assistance Programme.
• On site nursery is available and access to holiday camps for children aged 5-16 throughout the year.
• Family friendly policies, including maternity and adoption leave, which are among the most generous in the higher education sector (and likely above and beyond many employers).
• There is a genuine commitment to developing our colleagues professionally and personally. There is a comprehensive range of development courses, apprenticeships and access to qualifications and routes to develop your career in the University. All staff have dedicated annual time to concentrate on their personal development opportunities.
• The opportunity to take part in staff volunteering activities to make a difference in the local community
• Discounts are available via our benefits portal including; money off at supermarkets, high street retailers, IT products such as Apple, the cinema and days out at various attractions.
• We offer generous pension schemes.

Durham University is committed to equality, diversity and inclusion

Our collective aim is to create an open and inclusive environment where everyone can reach their full potential and we believe our staff should reflect the diversity of the global community in which we work. As a University equality, diversity, and inclusion (EDI) are a key part of the University's Strategy and a central part of everything we do. We also live by our values and our Staff Code of Conduct. At Durham we actively work towards providing an environment where our staff and students can study, work and live in a community which is supportive and inclusive. It's important to us that all of our colleagues are aligned to both our values and commitment to EDI.

We welcome and encourage applications from members of groups who are under-represented in our work force including people with disabilities, women and black, Asian and minority ethnic communities. If you have taken time out of your career, and you feel it relevant, let us know about it in your application. If you are a candidate with a disability, we are committed to ensuring fair treatment throughout the recruitment process. We will make adjustments to support the interview process wherever it is reasonable to do so and, where successful, reasonable adjustments will be made to support people within their role
What you need to demonstrate when you apply/Person Specification

When you apply it is important that you let us know what skills/experience you have from a similar role and/or what skills/experience you have which would make you right for this role. Further information about the role and responsibilities is at the end of this job description. Where a criteria has an asterisk* next to it, it may be given additional weighting when your application is considered.

Your application should cover the following criteria:

Essential Criteria

Qualifications/Experience

1. Experience and expertise in the development and delivery of library services. *

2. Experience of providing advice and guidance to a range of customers and colleagues and supporting a stakeholder relationship. *

3. Experience of implementing policies and procedures.

4. Experience of supervising/managing a team and/or a line management qualification.

5. Post-16 qualification or equivalent experience in a relatable environment at a supervisory or service delivery position.

Skills/Abilities/Knowledge

6. Excellent spoken and written communication skills including the ability to develop effective working relationships, both internally and externally. *

7. Proven ability to negotiate and influence others positively. *

8. Knowledge of relevant operational library services to be able to provide expert advice, guidance and support.

9. Strong digital competence across a range of digital devices and apps including digital communication tools, library management systems and discovery tools.

10. Committed to continuing professional development.

11. Ability to plan and organise eg training events, engagement activities, development programme

12. Demonstrable ability to solve problems and decide on and plan appropriate solutions.

13. Proven to contribute to and manage operational planning activities.

14. Ability to participate in networks to share and discuss good practice and exchange information.

Desirable criteria

1. Information and Library related qualification.

2. Ability to train and develop others.

3. Experience of working in an academic environment.

How to apply

To progress to the assessment stage, candidates must evidence each of the essential criteria required for the role in the person specification above. Where there are desirable criteria we would also urge you to provide any relevant evidence. Please don't forget to check if there is any weighted criteria (see above).

While some criteria will be considered at the shortlisting stage, other criteria may be considered later in the assessment process, such as questions at interview.

Submitting your application

We prefer to receive applications online. We will update you about your application at various points during the process, via automated emails from our e-recruitment system. Please check your spam/junk folder periodically to ensure you receive all emails

What you are required to submit:

• A covering letter or statement which gives examples of how you meet the essential criteria within the person specification and where possible the desirable criteria.

• A paragraph to tell us why you are interested in this post.

• A CV

Contact details
If you would like to have a chat or ask any questions about the role, Maria Carnegie Head of Customer Services would be happy to speak to you. Please email [email protected]

Typical Role Requirements

Service Delivery

• Show a commitment to equality, diversity and inclusion and the University's values.

• Support the work of staff and students involved in delivering college library services, including collection management, library services, staff training, circulation processes, data reporting, engagement activities and library space development and management.

• Provide specialist advice and make decisions to resolve problems relating to delivery of library services to college libraries.

• Provide the best possible service to college library stakeholders by reviewing and making suggestions to improve the service equitably across all colleges.

• Use your experience and problem-solving skills to investigate and resolve issues relevant to your role and make recommendations based on your findings.

• Ensure that any procedures and expectations that apply throughout the University are reflected in all aspects of the service provided by the team and adapt ways of working where this is not evident.

• Collect and record data and information (eg circulation, usage, budget spend, training) accurately and provide reports to senior colleagues.

• Implement any changes or processes to ensure the accuracy and integrity of data and information.

Planning and Organisation

• Plan, organise and deliver assigned projects, activities and events to support college libraries in accordance with agreed objectives.

• Plan and organise own workload to deliver the role.

Team Development

• Supervise team members and any other people/resources that are assigned to you and provide an initial response to any related HR issues.

• Explain systems and procedures to induct new starters into the team and provide specialist advice and guidance including any training.

• Contribute to performance review processes by providing feedback on individual and team objectives and expectations and considering any development needs.

Communication/Liaison

• Build relationships with stakeholders, in colleges and ULC, to share good practice, exchange information and work together on joint initiatives.

• Develop and improve services by taking active part in meetings, working groups and committees.

• Seek feedback and understand the user experience from staff, colleagues and to ensure that the service is updated to meet customer expectations.

• Develop understanding of the colleges, their individual needs and approaches.

• Create excellent working relationships, including internal and external networks which allow you to increase your knowledge and skills, while swapping information with peers.

• Any other reasonable duties.

Please note that in submitting your application Durham University will be processing your data. We would ask you to consider the relevant University Privacy Statement Privacy Notices - Durham University which provides information on the collation, storing and use of data.

When appointing to this role the University must ensure that it meets any applicable immigration requirements, including salary thresholds which are applicable to some visas