Assistant Customer Services Manager for College Libraries

Updated: about 2 months ago
Location: Durham, ENGLAND
Job Type: FullTime
Deadline: 30 May 2024

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.

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